Senior Manager, Membership Operations

Mwiah; United States; Remote; USD 95,000 - 148,000; Full time

Job summary

Cencora, Inc. is seeking a Senior Manager of Membership Operations to lead a team of five Membership Analysts, ensuring post-onboarding data quality and timely membership reporting.

You will partner with pharma manufacturers, manage queues to meet SLAs, and drive process improvements across contracts and roster management. Responsibilities include defining team KPIs, overseeing data issue remediation, and communicating with senior leadership on performance, risks, and improvements.

Qualifications

• 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.

Responsibilities

• Lead, coach, and develop a team of 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.
• 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.
• 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.
• 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.
• 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).
• 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.
• Proactively identify gaps and opportunities, and design, document, and implement new processes and tools that improve accuracy, efficiency, and partner experience.

Skills

Data analysis

Team leadership

Stakeholder communication

SQL proficiency

Data storytelling

Education

Bachelor's degree in business/related field

Tools

SQL

BI Tools

Relational databases

Job description

Senior Manager, Membership OperationsNous utilisons des témoins et des technologies de suivi pour vous offrir une meilleure expérience de navigation, analyser le trafic sur le site et améliorer le site Web.# AmerisourceBergen Carrières - Commencez ici un avenir plus sain!## Senior Manager, Membership OperationsPostuler: Remote, USA: Temps Plein: Publié aujourd'hui: R2618343Our 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. Apply today!# Ce que vous ferezThis 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.***Ce qu’AmerisourceBergen offre** Nous offrons une rémunération globale concurrentielle. Notre engagement envers nos associés comprend l’offre de programmes d’avantages sociaux complets, diversifiés et conçus pour répondre aux divers besoins de l’ensemble de nos associés. Grâce à notre présence mondiale et nos diverses unités commerciales, nous avons une approche équilibrée des avantages que nous offrons. De nombreux avantages sociaux sont payés par l’entreprise, tandis que d’autres sont offerts par les cotisations des associés. Les offres d’avantages sociaux spécifiques peuvent varier selon l’emplacement, le poste ou l’unité d’affaires.Temps Plein# ****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.