Senior Manager, Customer Support Operations

McKesson’s Corporate; Irving (TX); Hybrid; USD 88,000 - 146,000; Full time

Job summary

McKesson is seeking a Senior Manager of Customer Support Operations to lead Tier 1 support, define strategies, and establish standards across the team. You will own intake, triage, escalation, case management, and resolution, partnering with Product Management, Engineering, and Operations.

The role emphasizes data-driven leadership, dashboards, KPIs, AI/automation opportunities, and a culture of accountability and customer focus. Travel up to 15% and potential remote/hybrid/office arrangements.

Qualifications

• Lead Tier 1 customer support operations, including intake, triage, escalation, case management, and resolution processes.
• Develop and execute customer support strategies that improve responsiveness, service levels, and customer outcomes.
• Establish operational standards, workflows, and performance metrics across the support organization.
• Leverage support analytics, reporting, and customer feedback to identify trends, reduce recurring issues, and improve operational performance.
• Own and optimize Jira Service Management processes, dashboards, and reporting routines.
• Monitor key performance indicators including ticket volume, backlog health, response times, resolution times, first-contact resolution, and customer satisfaction.
• Partner with Tier 2, Tier 3, Product Management, Engineering, and Operations to improve escalation management and reduce repeat incidents.
• Drive continuous improvement initiatives that simplify the support experience and reduce customer friction.
• Identify opportunities to leverage AI, automation, predictive analytics, self-service tools, and intelligent routing capabilities to improve productivity and customer outcomes.
• Lead, coach, and develop a high-performing support team while fostering a culture of accountability, ownership, and customer focus.
• Communicate performance trends, business insights, and improvement opportunities to senior leadership.

Responsibilities

• Lead Tier 1 customer support operations, including intake, triage, escalation, case management, and resolution processes.
• Develop and execute customer support strategies that improve responsiveness, service levels, and customer outcomes.
• Establish operational standards, workflows, and performance metrics across the support organization.
• Leverage support analytics, reporting, and customer feedback to identify trends, reduce recurring issues, and improve operational performance.
• Own and optimize Jira Service Management processes, dashboards, and reporting routines.
• Monitor key performance indicators including ticket volume, backlog health, response times, resolution times, first-contact resolution, and customer satisfaction.
• Partner with Tier 2, Tier 3, Product Management, Engineering, and Operations to improve escalation management and reduce repeat incidents.
• Drive continuous improvement initiatives that simplify the support experience and reduce customer friction.
• Identify opportunities to leverage AI, automation, predictive analytics, self-service tools, and intelligent routing capabilities to improve productivity and customer outcomes.
• Lead, coach, and develop a high-performing support team while fostering a culture of accountability, ownership, and customer focus.
• Communicate performance trends, business insights, and improvement opportunities to senior leadership.

Skills

Team leadership

Stakeholder management

Process improvements

Customer support operations

Tools

Jira

Jira Service Management

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.

Senior Manager, Customer Support Operations

About the Role

• Lead Tier 1 customer support operations, including intake, triage, escalation, case management, and resolution processes.
• Develop and execute customer support strategies that improve responsiveness, service levels, and customer outcomes.
• Establish operational standards, workflows, and performance metrics across the support organization.
• Leverage support analytics, reporting, and customer feedback to identify trends, reduce recurring issues, and improve operational performance.
• Own and optimize Jira Service Management processes, dashboards, and reporting routines.
• Monitor key performance indicators including ticket volume, backlog health, response times, resolution times, first-contact resolution, and customer satisfaction.
• Partner with Tier 2, Tier 3, Product Management, Engineering, and Operations to improve escalation management and reduce repeat incidents.
• Drive continuous improvement initiatives that simplify the support experience and reduce customer friction.
• Identify opportunities to leverage AI, automation, predictive analytics, self-service tools, and intelligent routing capabilities to improve productivity and customer outcomes.
• Lead, coach, and develop a high-performing support team while fostering a culture of accountability, ownership, and customer focus.
• Communicate performance trends, business insights, and improvement opportunities to senior leadership.

Basic Requirements

• Degree or equivalent experience and typically 12+ years of professional experience with 4+ years of management experience.
• Experience leading customer support, service operations, technical support, or help desk teams 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.
• Demonstrated success driving process improvements, operational efficiency, and customer satisfaction initiatives.
• Strong stakeholder management and cross-functional leadership skills.

Preferred Skills/Experience

• Experience with eazyBI or similar business intelligence and analytics platforms.
• Experience implementing AI-enabled customer support solutions, automation tools, or predictive analytics capabilities.
• Knowledge of IT Service Management (ITSM) practices, incident management, and service operations.
• Experience improving customer effort scores, CSAT, SLAs, and first-contact resolution metrics.
• Six Sigma, Lean, continuous improvement, or process optimization experience.
• Experience supporting SaaS, healthcare technology, pharmacy technology, or enterprise software environments.

Travel & Work Environment

Ability to travel up to 15% as required. Position may be remote, hybrid, or office-based depending on business needs. Must be able to work at a computer and participate in virtual meetings for extended periods.

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. Our Base Pay Range for this position $87,500 - $145,800

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! 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.