Senior Operations Manager - Specialty Tech Support

McKesson; Fort Worth (TX); Hybrid; USD 88,000 - 146,000; Full time

Benefits offered by this job

Annual incentive plan

Job summary

McKesson is seeking a Senior Operations Manager for Specialty Support Services to lead advanced support teams, drive automation, and improve customer outcomes. This role reports to the Technical Support leadership team and manages multiple Supervisors.

The position requires 9+ years of leadership experience, a Bachelor’s degree, and strong analytical skills. Location options include Alpharetta, GA or Fort Worth, TX, with a focus on optimizing service quality and efficiency.

Qualifications

• Degree and typically requires 9+ years of professional experience and 1+ years of supervisory and/or management experience.
• Bachelor's degree or equivalent experience.
• 9+ years of leadership experience in Technical Support, Operations, Contact Center, Customer Success, or a related function.
• 1+ years leading managers or multiple operational teams.
• Experience leading cross-functional projects or organizational change.
• Experience managing operational metrics, workforce performance, service quality, and productivity goals.
• Strong analytical and problem-solving skills.

Responsibilities

• Support priorities and direction for specialty support services.
• Lead initiatives that improve customer experience, service quality, productivity, and business results.
• Partner with Technical Support leadership on operating model improvements and organizational changes.
• Identify, prioritize, and support automation opportunities that reduce manual effort and improve team efficiency.
• Help communicate the value and impact of Technical Support services across the business.
• Oversee specialty support functions and ensure teams meet operational goals.
• Define and track key metrics, productivity targets, service levels, and quality expectations.
• Improve processes, reduce handoffs, and standardize work where appropriate.
• Support readiness for new products, services, customer programs, and business initiatives.
• Review performance trends and address gaps with Supervisors.

Skills

Leadership

People mgmt

Cross-functional projects

Operational metrics

Analytical skills

Education

Bachelor's degree

Job description

McKesson is seeking a Senior Operations Manager for Specialty Support Services to lead advanced support teams, drive automation, and improve customer outcomes. This role reports to the Technical Support leadership team and manages multiple Supervisors.

The position requires 9+ years of leadership experience, a Bachelor’s degree, and strong analytical skills. Location options include Alpharetta, GA or Fort Worth, TX, with a focus on optimizing service quality and efficiency.