Key Responsibilities:

Provides leadership to the Enablement & Excellence teams. Works with Sr. Managers and internal business partners to set strategy and deliver superior services to the organization Senior leader oversight of peak season (Blizzard) logistics for PAIT; included but not limited to coordination of requisitions, financial approvals, asset management & planning, seasonal roles and any additional Blizzard requirements that may come up Leads enterprise enablement strategy and serves as a trusted advisor to operational, product, technology, and digital strategy leaders on workforce performance, adoption, and organizational effectiveness initiatives Establish governance frameworks that ensure quality, compliance, performance, and operational effectiveness across both human and technology-enabled service delivery models Designs, governs, and optimizes workflows that effectively integrate employees, outsourcing partners, technology platforms, automation solutions, and AI-enabled capabilities Oversee the Contact Center Technology and the related internal and external business relationship (i.e. Five9, Calabrio, Neustar, Citrix, Omnissa, KMS, etc.) Monitors business key performance indicators (KPI's) to ensure contractual goals are being met. This includes financial (budget), business (customer) and organizational (employee) objectives

Minimum Requirements:

4-year degree in related field or equivalent experience, and typically requires 12+ years of professional experience and demonstrated leadership skills including minimum of 4+ years managerial experience Experience in the healthcare industry at a minimum, with preferred focus on specialty pharmaceuticals, payer policy, prior authorization, and/or coverage appeals Experience managing large scalecontact centerteams Experience in continuous change management Experience analyzing operational data and developing recommended strategies Experience in budget, staffing and profitability models Experience leading digital transformation, technology adoption, automation initiatives, or AI-enabled workforce solutions within a large-scale operational environment Experience in AI governance and Quality assurance Preferred Skills /

Experience:

Experience preparing written reports and presentations for management and client communications Experience in program implementation, maintenance, and restructure Ability to apply Contact Center and Customer Service bestpractices and standard policies Strong problem solving and decision-making skills Ability to effectively handle multiple priorities within a changing environment Strong oral and written communication skillsacross all levels of the organization Experience in forecasting, budgeting, staffing and profitability model

Working Conditions:

Ability to travel up to 25% to customer sites, meetings, conferences,etc. 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. For more information regarding benefits at McKesson, pleaseclick here. Our Base Pay Range for this position $134,300 - $223,800 McKesson has become aware of online recruiting-related scams in which individuals who are not affiliated with or authorized by McKesson are using McKesson's (or affiliated entities, like CoverMyMeds or RxCrossroads) name in fraudulent emails, job postings or social media messages. In light of these scams, please bear the following in mind: McKesson Talent Advisors will never solicit money or credit card information in connection with a McKesson job application. McKesson Talent Advisors do not communicate with candidates via online chatrooms or using email accounts such as Gmail or Hotmail. Note that McKesson does rely on a virtual assistant (Gia) for certain recruiting-related communications with candidates. McKesson job postings are posted on our career site: careers.mckesson.com. 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) Disability_Accommodation@McKesson.com or (Canada) Accessibility@mckesson.ca. Resumes or CVs submitted to this email box will not be accepted. 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