Director of Enterprise Customer Experience & Support

McKesson; The Woodlands (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 multiple functions. The role partners with Product, Engineering, Security, and vendors to ensure reliable service, scalability, and customer-centric outcomes.

This leadership position drives strategy, organizational structure, and performance metrics, with a focus on incident response, governance, and customer experience across Ontada’s product portfolio.

Qualifications

• 12+ years of professional experience and 4+ years in management.
• Bachelor’s degree or equivalent experience.
• Proven ability to lead enterprise initiatives and manage risk.
• Available for after-hours critical incidents and escalations.
• Experience in regulated technology environments.

Responsibilities

• Set the support strategy, operating model, and service roadmap.
• Lead the tiered support across multiple teams.
• Manage major incidents, RCAs, and post-incident improvements.
• Own customer experience, SLA/CSAT, and KPI performance.
• Drive workforce planning and staff development.
• Collaborate across Product, Engineering, Security, and vendors.
• Oversee ServiceNow, Five9, and related tooling.
• Drive automation and self-service scalability.

Skills

People leadership

Risk management

Stakeholder influence

Incident response

Automation & scalability

Service governance

KPI management

Communication skills

Change leadership

Education

Bachelor's degree

Tools

ServiceNow

Five9

ISO 9001

Job description

McKesson is seeking a Director, Product & Customer Support to lead enterprise-scale support operations across multiple functions. The role partners with Product, Engineering, Security, and vendors to ensure reliable service, scalability, and customer-centric outcomes.

This leadership position drives strategy, organizational structure, and performance metrics, with a focus on incident response, governance, and customer experience across Ontada’s product portfolio.