Director, Operational Enablement and Excellence

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 tomorrows health today we want to hear from you.

The Director Operational Enablement & Excellence at CoverMyMeds leads the strategies teams and capabilities that enable workforce performance across the Patient Access & Innovation Team (PAIT). This leader oversees Training Quality PAIT Intelligence Contact Center Technology Communications Engagement and Employee Development functions while building the capabilities systems and governance required to enable high-performing human and digital workforces across PAIT. Youll aid in the development and management of group goals and performance standards and work to establish and document best practices and SOPs in functional also serve as the contact center leader responsible for overseeing relationships with highly aligned business partners (i.e. facilities business continuity and business operations).

The Director is responsible for creating a high-performance enablement ecosystem that combines learning insights technology communications and employee experience to accelerate readiness improve quality drive engagement support technology adoption and support organizational transformation. This role partners closely with Operations Workforce Design Technology Product and Digital Strategy leaders to ensure people processes and technology capabilities evolve in alignment with organizational priorities and future workforce needs. Close collaboration is maintained with senior-level business partners. Effective leadership entails driving outcomes not only through the team but also by collaborating with peers and leaders both internally and externally within the context of PAIT operations.

The decisions made by this director carry significant weight and have lasting impacts on the overall operational and financial performance of the business.

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 (KPIs) 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 conferencesetc.

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 McKessons 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

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