Director of Customer Support

McKesson’s Corporate; Town Center (TX); On-site; USD 110,000 - 184,000; Full time

Job summary

McKesson is seeking a Director, Product & Customer Support to lead enterprise-scale support operations across Customer Support, Tier 1 Service Desk, Tier 2 escalation, Tier 3 Production Support Engineering, and Support Operations & Enablement. You will partner with product, engineering, security, and executives to drive ownership, reliable service, and customer-centric outcomes.

The role requires 12+ years of experience with 4+ years in management, strong incident response, and leadership across

Qualifications

• 12+ years of professional experience with 4+ years in people leadership.
• Ability to lead enterprise-scale customer support and production support groups.
• Experience coordinating across product, engineering, security, and executives.
• Strong incident response, escalation handling, and post‑incident review skills.

Responsibilities

• Set the Product & Customer Support strategy, model, and roadmap.
• Lead multi-tier support across Customer Support, Service Desk, and Engineering.
• Govern major incidents, escalations, and communications with customers.
• Ensure service quality, SLAs, and continuous improvement programs.
• Oversee capacity planning, workforce development, and training.
• Collaborate with product, infrastructure, and vendors for launch readiness.

Skills

People leadership

Stakeholder influence

Strategic planning

Incident management

Customer experience

Education

Bachelor's degree

Tools

ServiceNow

Five9

ISO 9001

Job description

McKesson is an impact-driven, Fortune 10 company that touches virtually every aspect of healthcare. We are known for delivering insights, products, and services that make quality care more accessible and affordable. Here, we focus on the health, happiness, and well-being of you and those we serve – we care. What you do at McKesson matters. We foster a culture where you can grow, make an impact, and are empowered to bring new ideas. Together, we thrive as we shape the future of health for patients, our communities, and our people.

The Director, Product & Customer Support is responsible for enterprise-scale support operations across Customer Support, Tier 1 Service Desk, Tier 2 escalation, Tier 3 Production Support Engineering, and Support Operations & Enablement. This role sets strategy, leads through managers and senior support leaders, owns customer experience and service quality, and ensures scalable, resilient support for Ontada’s product portfolio. The Director partners across Product, Engineering, Infrastructure, Security, Customer Success, US Oncology, McKesson Technology, vendors, and executive leadership to drive clear ownership, reliable service restoration, operational readiness, and customer‑centric outcomes.

Leadership Expectations

This leader translates strategy into execution through managers, supervisors, team leads, and cross‑functional partners while staying close to critical operations. The Director is accountable for service continuity, organizational performance, risk management, customer trust, and clear communication during escalations, major incidents, releases, audits, support training, and other business‑critical events that ultimately drive customer satisfactions.

Key Responsibilities

• Set the Product & Customer Support strategy, operating model, organizational structure, and service roadmap aligned to Ontada and McKesson priorities.


• Lead the tiered support model across Customer Support, Service Desk, Tier 2 escalation, and Tier 3 Production Support Engineering.


• Govern major incident management, P1/P2 escalation, service restoration, customer communications, RCA/CAPA follow‑up, and post‑incident improvement.


• Own customer experience, service desk quality, SLA/ASA performance, backlog management, support KPIs, and continuous improvement.


• Drive workforce planning, leadership development, succession planning, training, knowledge management, and support readiness.


• Partner across Product, Engineering, Infrastructure, Security, Customer Success, Implementation, US Oncology, McKesson Technology, and vendors to ensure supportability, ownership clarity, and launch readiness.


• Oversee ServiceNow, Five9, telephony workflows, reporting, ISO 9001 process documentation, audit readiness, and support tooling governance.


• Drive automation, self‑service, and support scalability for expanding products, customers, and technologies.

Additional Responsibilities

• Lead executive, customer‑facing, and internal communications for critical incidents, training blocks, operational changes, and customer‑impacting events.


• Represent support in security, access management, Okta/NERM/SailPoint, regulatory, compliance, audit, and customer risk discussions.


• Define and drive ownership and escalation models across internal and external partners.


• Own resource planning, budget inputs, business cases, and capacity and succession planning for sustainable support operations.


• Ensure support is engaged early in product, implementation, microservice, and adoption planning so supportability, training, escalation, and ownership are defined before launch.

Minimum Requirement

Degree or equivalent experience. Typically requires 12+ years of professional experience and 4+ years of management experience. Education Bachelor’s degree or equivalent experience.

Critical Skills

12+ years of professional experience, including 6+ years of progressive people leadership and experience leading through managers or senior leaders. Demonstrated ability to lead enterprise initiatives, manage risk, influence senior stakeholders, and guide customer‑impacting incident response in a regulated technology environment. Availability for critical incidents, releases, customer escalations, and other business‑critical events that may require after‑hours or weekend support. Proven success in customer experience leadership, service quality, escalation management, and white‑glove support design and execution. Strategic support transformation, tiered support ownership, automation, and scalable operating model design. Major incident management and service restoration leadership. Operational governance, KPI/SLA/CSAT/ASA management, backlog controls, reporting, and continuous improvement. Support tooling, ServiceNow, Five9, knowledge management, ISO 9001 processes, and audit/compliance awareness. Enterprise stakeholder influence, people leadership through managers, succession planning, workforce strategy, and change leadership.

Additional Skills

Experience leading enterprise‑scale customer support, service desk, escalation, or production support organizations. Healthcare technology, oncology, SaaS, life sciences, EMR/EHR, interoperability, microservices, database‑driven applications, or clinical workflow experience preferred. Experience partnering across Product, Engineering, Infrastructure, Security, Customer Success, implementation teams, vendors, and shared service organizations. Ability to translate complex technical issues into clear customer, executive, and operational communications.

Physical Requirements

General Office Demands Up to 20% Travel.

We are proud to offer a competitive compensation package at McKesson as part of our Total Rewards. This is determined by several factors, including performance, experience and skills, equity, regular job market evaluations, and geographical markets. The pay range shown below is aligned with McKesson's pay philosophy, and pay will always be compliant with any applicable regulations. In addition to base pay, other compensation, such as an annual bonus or long‑term incentive opportunities may be offered. For more information regarding benefits at McKesson, please click here.

Our Base Pay Range for this position $110,300 - $183,800

McKesson is an Equal Opportunity Employer.

McKesson provides equal employment opportunities to applicants and employees, without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, age, genetic information, or any other legally protected category.

For additional information on McKesson’s full Equal Employment Opportunity policies, visit our Equal Employment Opportunity page.

McKesson is committed to being an Equal Employment Opportunity Employer and offers opportunities to all job seekers including job seekers with disabilities.

If you need a reasonable accommodation to assist with your job search or application for employment, please contact us by sending an email to (United States) [e-mail] or (Canada) [e-mail].

McKesson is an impact-driven, Fortune 10 company that touches virtually every aspect of healthcare. We are known for delivering insights, products, and services that make quality care more accessible and affordable. Here, we focus on the health, happiness, and well-being of you and those we serve – we care. What you do at McKesson matters. We foster a culture where you can grow, make an impact, and are empowered to bring new ideas. Together, we thrive as we shape the future of health for patients, our communities, and our people.