Senior Manager, AI-Driven Customer Support Operations

McKesson

Irving, Northern (TX, KY)

Hybrid

USD 88,000 - 146,000

Full time

14 days+

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Job summary

McKesson is seeking a strategic and results-driven Senior Manager, Customer Support Operations to lead and transform our Tier 1 Customer Support organization for MAPS. In this role, you will drive operational excellence by creating a proactive, data-driven, and AI-enabled support model that enhances customer experience, reduces customer effort, and accelerates issue resolution.

You will partner cross-functionally with Product, Engineering, Operations, and advanced support teams to improve

Qualifications

Degree or equivalent experience.
Experience leading customer support, service operations, technical support, or help desk in a complex technology environment.
Experience managing and developing people leaders and/or customer support professionals.
Experience using Jira and Jira Service Management platforms.
Experience building and utilizing operational dashboards, KPIs, and service performance reporting.
Proven track record in driving process improvements and customer satisfaction initiatives.

Responsibilities

Lead Tier 1 customer support operations, including intake, triage, escalation, case management, and resolution processes.
Develop and execute customer support strategies to improve responsiveness and outcomes.
Establish operational standards, workflows, and performance metrics across the support organization.
Leverage analytics, reporting, and feedback to identify trends and reduce recurring issues.
Own and optimize Jira Service Management processes, dashboards, and reporting routines.
Monitor KPIs such as ticket volume, backlog, response and resolution times, FCR, and CSAT.
Partner with Tier 2/3, Product, Engineering, and Operations to improve escalation management and reduce repeats.
Drive continuous improvement to simplify the support experience and reduce friction.
Identify opportunities to leverage AI, automation, predictive analytics, self-service tools, and intelligent routing.