Director, Operational Enablement and Excellence

RXinsider LTD.; Columbus (OH); On-site; USD 134,000 - 224,000; Full time

Job summary

McKesson is seeking a Director of Operational Enablement & Excellence to lead PAIT strategies, teams and capabilities that drive workforce performance. You will oversee Training, Quality, PAIT Intelligence, Contact Center Technology, Communications, Engagement and Employee Development.

You will partner with Operations, Technology and Digital Strategy leaders to evolve people, processes and tech in alignment with priorities. Travel up to 25% may be required.

Qualifications

• 4-year degree or equivalent with 12+ years overall experience and leadership.
• Healthcare industry experience preferred, esp. specialty pharma and payer policy.
• Proven large-scale contact center leadership.
• Experience driving digital transformation and AI-enabled workforce solutions.
• Experience with budgeting, staffing and profitability models.
• Experience in AI governance and quality assurance.

Responsibilities

• Provide leadership to enablement and excellence teams and set strategy.
• Oversee peak season logistics and staffing for PAIT.
• Advise operational, product, technology and digital strategy leaders.
• Establish governance for quality, compliance, and performance.
• Design workflows integrating people, partners, tech and AI solutions.
• Oversee contact center technology and partner relationships.
• Monitor KPIs to meet budget, customer and employee goals.

Skills

Leadership

Healthcare experience

Contact center mgmt

Digital transformation

AI governance

Budgeting

Data analysis

Education

Bachelor's degree or equivalent

Tools

Five9

Calabrio

Neustar

Citrix

Omnissa

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. If you want to be part of tomorrow’s health today, we want to hear from you.

The Director, Operational Enablement & Excellence at CoverMyMeds leads the strategies, teams, and capabilities that enable workforce performance across the Patient Access & Innovation Team (PAIT). This leader oversees Training, Quality, PAIT Intelligence, Contact Center Technology, Communications, Engagement, and Employee Development functions while building the capabilities, systems, and governance required to enable high-performing human and digital workforces across PAIT. You'll aid in the development and management of group goals and performance standards and work to establish and document best practices and SOPs in functional areas. You'll also serve as the contact center leader responsible for overseeing relationships with highly aligned business partners (i.e. facilities, business continuity, and business operations).

The Director is responsible for creating a high-performance enablement ecosystem that combines learning, insights, technology, communications, and employee experience to accelerate readiness, improve quality, drive engagement, support technology adoption, and support organizational transformation. This role partners closely with Operations, Workforce Design, Technology, Product, and Digital Strategy leaders to ensure people, processes, and technology capabilities evolve in alignment with organizational priorities and future workforce needs. Close collaboration is maintained with senior-level business partners. Effective leadership entails driving outcomes not only through the team but also by collaborating with peers and leaders both internally and externally within the context of PAIT operations.

The decisions made by this director carry significant weight and have lasting impacts on the overall operational and financial performance of the business.

Key Responsibilities

• Provides leadership to the Enablement & Excellence teams. Works with Sr. Managers and internal business partners to set strategy and deliver superior services to the organization
• Senior leader oversight of peak season (Blizzard) logistics for PAIT; included but not limited to coordination of requisitions, financial approvals, asset management & planning, seasonal roles and any additional Blizzard requirements that may come up
• Leads enterprise enablement strategy and serves as a trusted advisor to operational, product, technology, and digital strategy leaders on workforce performance, adoption, and organizational effectiveness initiatives
• Establish governance frameworks that ensure quality, compliance, performance, and operational effectiveness across both human and technology-enabled service delivery models
• Designs, governs, and optimizes workflows that effectively integrate employees, outsourcing partners, technology platforms, automation solutions, and AI-enabled capabilities
• Oversee the Contact Center Technology and the related internal and external business relationship (i.e. Five9, Calabrio, Neustar, Citrix, Omnissa, KMS, etc.)
• Monitors business key performance indicators (KPI’s) to ensure contractual goals are being met. This includes financial (budget), business (customer) and organizational (employee) objectives

Minimum Requirements

• 4-year degree in related field or equivalent experience, and typically requires 12+ years of professional experience and demonstrated leadership skills including minimum of 4+ years managerial experience
• Experience in the healthcare industry at a minimum, with preferred focus on specialty pharmaceuticals, payer policy, prior authorization, and/or coverage appeals
• Experience managing large scale contact center teams
• Experience in continuous change management
• Experience analyzing operational data and developing recommended strategies
• Experience in budget, staffing and profitability models
• Experience leading digital transformation, technology adoption, automation initiatives, or AI-enabled workforce solutions within a large-scale operational environment
• Experience in AI governance and Quality assurance

Preferred Skills / Experience

• Experience preparing written reports and presentations for management and client communications
• Experience in program implementation, maintenance, and restructure
• Ability to apply Contact Center and Customer Service best practices and standard policies
• Strong problem solving and decision-making skills
• Ability to effectively handle multiple priorities within a changing environment
• Strong oral and written communication skills across all levels of the organization
• Experience in forecasting, budgeting, staffing and profitability model

Working Conditions

• Ability to travel up to 25% to customer sites, meetings, conferences, etc.

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

$134,300 - $223,800

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]. Resumes or CVs submitted to this email box will not be accepted.

Join us at McKesson!