Senior Manager, Membership Operations

Cencora, Inc.; Springfield (IL); On-site; USD 95,000 - 148,000; Full time

Benefits offered by this job

Health benefits

Training programs

Mentorship

Job summary

Cencora, Inc. is seeking a Membership Team Leader to guide five analysts responsible for post-onboarding membership data quality. You will identify discrepancies, partner with pharma manufacturers, manage rosters and inquiries, and drive reporting that informs decision-making.

The role requires overseeing contract reviews, queue management, and process improvements to ensure accurate eligibility and compliance with SLAs. Strong leadership and data analytics are essential.

Qualifications

• Bachelor's degree in business administration, information management, data analytics, or related field, or equivalent experience.
• 7+ years of experience in data analysis, data quality, membership or customer operations, or related field.
• 3+ years managing a team of analysts or similar professionals.
• Strong data analysis skills pulling data from multiple sources into actionable insights.
• Working knowledge of relational databases and data models; proficiency with SQL and reporting/BI tools.
• Experience managing queues and meeting SLAs, driving performance through metrics.
• Excellent written and verbal communication with external partners.

Responsibilities

• Lead, coach, and develop a team of five analysts; set objectives and monitor performance.
• Oversee membership data quality post onboarding and detect discrepancies.
• Serve as main contact for pharma partners on membership processes and align requirements.
• Review contracts from a membership perspective and ensure effective product setup.
• Manage roster, inquiries, and queues; meet SLAs and route issues to correct teams.
• Define and track team KPIs and drive recurring and ad hoc membership reporting.
• Identify gaps and design new processes/tools to improve accuracy and efficiency.

Skills

Data analysis

SQL

Reporting/BI tools

Communication

Leadership

Education

Bachelor's degree in business/related field

Master's degree (preferred)

Tools

Relational databases

Data models

CRM/ERP reporting tools

Job description

Our team members are at the heart of everything we do. At Cencora, we are united in our responsibility to create healthier futures, and every person here is essential to us being able to deliver on that purpose. If you want to make a difference at the center of health, come join our innovative company and help us improve the lives of people and animals everywhere.

This position resides within Cencora's specialty GPO business unit and leads a team of five Membership Analysts responsible for post-onboarding membership data quality. The team identifies and resolves discrepancies that can affect member access, partners with pharma manufacturers to keep membership processes aligned, manages roster and inquiry queues to meet SLAs, and produces membership reporting that drives decisions. This role sets team priorities, owns performance metrics, and builds new processes as the business and partner needs evolve.

Team Leadership

Lead, coach, and develop a team of five analysts: set objectives, give regular feedback, manage performance, and identify career development needs.

Manage workload, prioritization, and capacity across the team to meet deadlines and service commitments.

Report team performance, risks, and results to senior leadership and recommend solutions.

Membership Data Quality

Oversee ongoing review of membership data after onboarding to detect discrepancies that could impact member access.

Direct root‑cause analysis and remediation of data issues, and prevent recurrence through process or control improvements.

Pharma Partner Alignment

Serve as a key contact for pharma partners on membership processes, ensuring expectations and requirements are aligned.

Resolve partner‑raised issues and escalations, and communicate process changes clearly.

Contract Review

Ensure all contracts are reviewed from a membership perspective, identifying potential redlines and providing approvals.

Confirm product setup is accurate and aligned with contract terms to support future alignment.

Ensure contract logic and rules are accurately reflected in systems so eligibility is generated correctly.

Roster, Inquiry, and Queue Management

Oversee roster management and the triage and resolution of internal and external membership questions.

Manage queues to ensure SLAs are met, and route issues to the right internal teams (e.g., onboarding, sales, account management, IT).

Metrics and Reporting

Define, track, and drive team KPIs, including SLA performance, data accuracy, and turnaround time.

Oversee recurring and ad hoc membership reporting, pulling and combining data from multiple sources into clear, actionable insights for stakeholders.

Process Improvement

Proactively identify gaps and opportunities, and design, document, and implement new processes and tools that improve accuracy, efficiency, and partner experience.

Anticipate emerging partner and business needs and plan the team's approach ahead of them.

Required

Bachelor's degree in business administration, information management, data analytics, or a related field, or equivalent experience.

7+ years of experience in data analysis, data quality, membership or customer operations, or a related field.

3+ years of experience managing a team of analysts or similar professionals.

Strong data analysis skills, including pulling and combining data from multiple sources and turning it into actionable insights.

Working knowledge of relational databases and data models; proficiency with SQL and reporting or BI tools.

Experience managing queues and meeting SLAs, and driving performance through metrics.

Excellent written and verbal communication skills, including working with external partners.

Preferred

Master's degree in business administration or a related field.

Experience in pharmaceutical distribution, healthcare, or a contract/membership environment (e.g., GPO, 340B, or manufacturer‑facing roles).

Experience building or redesigning processes and documentation.

Certification in data governance, project management, or equivalent.

Key Competencies

• Self‑starter: Takes initiative, owns outcomes, and acts without waiting for direction.
• Forward thinker: Anticipates issues and partner needs, and creates new processes rather than only maintaining existing ones.
• Analytical problem solver: Turns data from multiple sources into clear recommendations.
• Partner‑focused communicator: Builds trust with internal teams and external pharma partners.
• Organized and detail‑oriented: Prioritizes competing demands and consistently meets SLAs.
• People leader: Coaches, develops, and holds a team accountable.

Actual duties and responsibilities may vary based on business needs, local requirements, and operational practices.

What Cencora offers

We provide compensation, benefits, and resources that enable a highly inclusive culture and support our team members’ ability to live with purpose every day. In addition to traditional offerings like medical, dental, and vision care, we also provide a comprehensive suite of benefits that focus on the physical, emotional, financial, and social aspects of wellness. This encompasses support for working families, which may include backup dependent care, adoption assistance, infertility coverage, family building support, behavioral health solutions, paid parental leave, and paid caregiver leave. To encourage your personal growth, we also offer a variety of training programs, professional development resources, and opportunities to participate in mentorship programs, employee resource groups, volunteer activities, and much more. For details, visit cencora

Full time

Salary Range

$94,500 - 148,060 *This Salary Range reflects a National Average for this job. The actual range may vary based on your locale. Ranges in Colorado/California/Washington/New York/Hawaii/Vermont/Minnesota/Massachusetts/Illinois State-specific locations may be up to 10% lower than the minimum salary range, and 12% higher than the maximum salary range.

Equal Employment Opportunity

Cencora is committed to providing equal employment opportunity without regard to race, color, religion, sex, sexual orientation, gender identity, genetic information, national origin, age, disability, veteran status or membership in any other class protected by federal, state or local law. The company’s continued success depends on the full and effective utilization of qualified individuals. Therefore, harassment is prohibited and all matters related to recruiting, training, compensation, benefits, promotions and transfers comply with equal opportunity principles and are non-discriminatory. Cencora is committed to providing reasonable accommodations to individuals with disabilities during the employment process which are consistent with legal requirements. If you wish to request an accommodation while seeking employment, please call or email . We will make accommodation determinations on a request‑by‑request basis. Messages and emails regarding anything other than accommodations requests will not be returned.

Affiliated Companies

AmerisourceBergen Services Corporation