Customer Onboarding & Integration Operations Lead

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🔥 0 minutes ago

⛰️ Colorado – Remote

⛰️ Colorado – Remote

💵 $73.6k - $147.3k / year

⏰ Full Time

🟠 Senior

🚀 Onboarding Specialist

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Cencora

WebsiteLinkedInAll Job Openings

10,000+ employees

💼 Consulting

📦 Logistics

🏥 Healthcare

Consulting • Logistics • Healthcare

Cencora is a company dedicated to improving the health and well-being of both people and animals globally. Built on the legacy of AmerisourceBergen, Cencora offers a wide range of industry-leading solutions that encompass specialty logistics, warehousing, drug research, clinical development support, and more. They provide commercialization and patient access support and offer wholesale and specialty distribution services. Cencora serves a diverse clientele, including pharmaceutical companies, physician practices, pharmacies, and health systems. The company also extends its services to animal health, managing operations and delivering products for animal pharmaceutical care. With a strong global footprint, Cencora aims to reshape healthcare delivery through innovative products and solutions, striving to create healthier futures for all.

📋 Description

• Monitor queues and take appropriate actions to meet service level goals and maximize operational efficiency • Prioritize and triage cases across the team and proactively address at-risk work • Act as the escalation point for urgent requests and follow-ups • Analyze historical data to forecast workload spikes and prepare the team for increased demand • Monitor dashboards to identify trends and opportunities for improvement • Track and analyze team performance metrics and provide recommendations to improve efficiency and effectiveness • Standardize reporting processes and prepare regular performance reports for leadership and stakeholders • Champion a consistent quality assurance program by monitoring customer interactions against established standards and policies • Translate quality assurance data into actionable insights and develop documentation to address knowledge gaps • Ensure processes and workflows align with organizational policies and regulatory requirements • Identify case management inefficiencies and implement process improvements • Identify potential compliance issues and implement preventative measures • Assist with projects ensuring customer accounts remain in good standing and comply with regulatory/legal standards

🎯 Requirements

• Experience implementing and monitoring KPIs • Strong data-driven experience with KPIs, dashboards, reporting, and trend analysis • Experience developing dashboards, reports, and visualizations • Advanced Excel skills and ability to translate findings into business recommendations • Experience with Salesforce reporting and data from multiple platforms and systems • Experience with Power BI, Tableau, dashboards, scorecards, or other data visualization tools • Comfortable using AI tools, prompt engineering, AI assistants, or simple AI agents • Hands-on experience with customer communication, onboarding workflows, and regulatory compliance processes • Bachelor’s degree in data analytics, business analytics, computer science, information systems, statistics, mathematics, business administration, or a related field, or equivalent experience required • 4+ years of experience in business intelligence, data analytics, reporting, data visualization, analytics engineering, or a related field required • Strong analytical skills with expertise in data analysis and auditing • Customer-focused mindset and keen attention to detail • Excellent problem-solving abilities with a proactive, solution-oriented approach • Demonstrated success driving quality-assurance-related behavioral changes across teams

🏖️ Benefits

• Medical, dental, and vision care • Backup dependent care • Adoption assistance • Infertility coverage • Family building support • Behavioral health solutions • Paid parental leave • Paid caregiver leave • Training programs • Professional development resources • Mentorship programs • Employee resource groups • Volunteer activities