The
Director, Operational Enablement & Excellence at CoverMyMedsleads 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. You'll aid in the development and management of group goals and performance standards and work to establish and document best practices and SOPs in functional areas. You'll 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 (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 scale contact center teams
- 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 best practices 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 skills across 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, please click here.
Our Base Pay Range for this position$134,300 - $223,800
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