Sr. Manager, Customer Care

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 tomorrow’s health today, we want to hear from you.

Sr. Manager, Customer Care

Location: Mississauga

Supervisor: Sr. Director, Operations

Direct reports: 4 x M1 Supervisors

Job Summary

Reporting to the Senior Director of Pharmacy Technology Solutions Operations, this position will be responsible for all technical help desk activities and all internal support team members. The individual will be responsible for accomplishing department objectives by staffing, managing, training, and developing employees, planning, and overseeing customer service activities. The Senior Manager, Customer Care, will also be responsible for improving the customer experience, driving strong customer satisfaction, loyalty, and business growth. The role includes taking ownership of complex and recurring customers issues and finding effective solutions, as well as helping the customers achieve maximized value from services provided, resulting ultimately in long-term customer retention. The scope of the role entails accountability for identifying and developing performance improvements and efficiencies for the team and for leading the team to deliver strong customer interactions across multiple channels. The incumbent works cross-functionally with key leaders and stakeholders, included but not limited to Sales Operations, Dev Ops, Field services and Customer experience team.

Specific Responsibilities

• Data Analysis to understand customer needs / Reporting and Salesforce Dashboard
• Drive customer satisfaction, loyalty, and growth through effective customer care; this includes managing complex and recurring customers issues and finding effective solutions.
• Manage the team, build strong relationships, and provide ongoing feedback to strengthen the skillset and maximize the customer experience.
• Lead by example, to keep team motivated, increasing and maintaining a high level of job performance.
• Assist in identifying performance and training issues using performance measurement tools such as call monitoring and support ticket review.
• Work collaboratively with leaders and stakeholders across the organization to provide insights, advance projects, and transition customers.
• Lead, coach and develop M1 supervisors toward achieving customer service targets; assign activities and prioritize workload.
• Deploy the customer service strategies and tactics for PTS, including achieving customer SLA
• Ensure maximum coverage of department functions.
• Ensure sufficient customer satisfaction by monitoring statistics and team levels. Will work with supervisors to make recommendations on process improvements
• Review and analyze customer and operational data to drive insights into actions for the business
• Maximize customer value with services provided and drive long-term customer retention.

Minimum Qualifications

• Degree or equivalent experience. Typically has 9+ years of professional experience and 1+ years of supervisory and/or management experience.

Additional Qualifications

• Must be able to prioritize assignments
• 1 to 3 years’ experience in a leadership role
• Work hours are driven by the needs of the customer and the business. This may include occasional travel and shifts during the evenings and weekends
• Technical problem-solving expertise in relevant field
• Bachelor’s degree in appropriate field /equivalent in work related field
• Good communication skills and process planning
• Ability to instruct, direct and evaluate employees and to resolve work related problems
• Analytical skills
• 5 to 7 years of customer support and/or service
• Must work well in high stress situations
• 1 to 3 years’ experience in analyzing data/metrics
• Ability to establish trust and credibility at all levels of the organization
• Proficient with computer skills and Microsoft office tools

Addition: BU-Specific Requirements: PTS

• Bachelor’s Degree or College Diploma in Computer Science/Information Systems, or equivalent Experience.
• Comprehensive grasp of enterprise application requirements / architecture
• IT-centric contact systems
• Minimum 3-4 years working in a Customer-Success-focused environment.
• Pharmacy experience preferred using pharmacy software. i.e. Propel Rx, PharmaClik Rx, Kroll, Fillware etc.

Career Level – Manager – M3

At McKesson, we care about the well-being of the patients and communities we serve, and that starts with caring for our people. That’s why we have a Total Rewards package that includes comprehensive benefits to support physical, mental, and financial well-being. Our Total Rewards offerings serve the different needs of our diverse employee population and ensure they are the healthiest versions of themselves. For more information regarding benefits at McKesson, please click here.

As part of Total Rewards, we are proud to offer a competitive compensation package at McKesson. This is determined by several factors, including performance, experience and skills, equity, regular job market evaluations, and geographical markets. In addition to base pay, other compensation, such as an annual bonus or long-term incentive opportunities may be offered.

Our Base Pay Range for this position

$92,900 - $154,800

McKesson is an Equal Opportunity employer.

The material contained herein is provided for informational purpose only. All open jobs offered by McKesson on this recruitment system are subject to specific job skill requirements. The job skill requirements, qualifications, and preferred experience are determined by a subsidiary, office or department within the company which is offering the position, and all positions are subject to local prevailing employment laws and restrictions. This would include immigration laws pertaining to work authorization requirements and any other applicable government permissions or compliance.

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McKesson is an equal opportunity employer and values diversity in its workforce. We encourage applications from all qualified individuals and will accommodate applicants' needs, up to the point of undue hardship, throughout all stages of the recruitment and selection process.

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