Position Summary

McKesson is seeking to add a Lead Customer Onboarding Strategy & Operations Manager.

McKesson is seeking a Lead Customer Onboarding Strategy & Operations Manager to establish, govern, and continuously improve the customer onboarding operating model across U.S. Pharma Distribution. This role serves as the business owner of the onboarding capability, partnering with Product Management, business leaders, and technology teams to define how onboarding works across functions, systems, and customer segments.

The position is responsible for translating business strategy into scalable operating models, governance structures, decision frameworks, business processes, performance measures, and cross-functional ways of working.

As a senior individual contributor, this role provides leadership through influence, driving alignment across Sales, Customer Onboarding, Credit, Master Data, Compliance, Pricing, Product, and Technology teams. Success requires balancing strategic thinking with operational execution while ensuring onboarding continues to evolve as a scalable enterprise capability.

Key Responsibilities

Onboarding Strategy & Operating Model

• Define and continuously evolve the enterprise onboarding operating model.

• Establish clear ownership, decision rights, governance structures, and performance measures across the onboarding lifecycle.

• Partner with business leaders to identify opportunities to simplify and standardize onboarding processes.

• Ensure onboarding objectives align with broader business, customer, and technology strategies.

Governance & Cross-Functional Alignment

• Serve as the central point of coordination for onboarding-related initiatives, ensuring work across teams aligns to common priorities and outcomes.

• Facilitate governance forums, decision-making processes, and executive discussions.

• Drive resolution of cross-functional issues, dependencies, ownership gaps, and process inconsistencies.

• Foster alignment across operational, commercial, product, and technology stakeholders. 

Business Process Design & Continuous Improvement

• Evaluate current-state onboarding processes and identify opportunities to improve efficiency, transparency, quality, and customer experience.

• Design future-state workflows, handoffs, controls, service models, and business rules.

• Identify opportunities for automation, workflow orchestration, and operational simplification.

• Establish mechanisms to continuously monitor, measure, and improve onboarding performance. 

Product & Business Partnership

• Partner closely with Product Owners and Product Management to ensure business requirements, operational needs, and customer experiences are reflected in platform capabilities and enhancements.

• Provide business leadership during process redesign and technology implementation efforts.

• Translate operational needs into clearly defined business requirements and success measures.

• Ensure process, people, and technology decisions work together as a cohesive onboarding experience. 

Organizational Readiness & Adoption

• Support adoption of new onboarding processes, standards, and capabilities.

• Develop measures that track operational performance and business outcomes.

• Promote a culture of accountability, continuous improvement, and customer focus.

• Help teams understand and operate within the defined onboarding model and governance structure. 

What Success Looks Like

• Clear ownership and decision-making across onboarding.

• Consistent onboarding processes across customer segments and functions.

• Improved onboarding speed, visibility, and customer experience.

• Reduced rework, handoff delays, and process variation.

• Strong alignment between business operations, product strategy, and technology investments.

• Onboarding managed as an enterprise capability rather than a collection of siloed activities.

Education & Minimum Requirements

• Bachelor’s degree in degree in Healthcare Administration, Pharmacy, Business, or related field required. Advanced degree preferred.

• Typically requires 10+ years of relevant experience. Less years required if has relevant Master’s or Doctorate qualifications.

Core Competencies

• Operating model design

• Business process management

• Governance and decision framework development

• Cross-functional leadership and influence

• Executive communication and stakeholder management

• Program and portfolio coordination

• Change leadership and adoption

• Strategic planning and operational execution

• Data-driven problem solving

• Continuous improvement mindset

Critical Skills

• Typically requires 10+ years of relevant experience in business operations, customer onboarding, implementation, transformation, program management, process improvement, or a related discipline.

• Proven experience leading complex, cross-functional work across business, operational, product, technology, compliance, and commercial stakeholders.

• Experience designing or improving operating models, governance structures, decision frameworks, business processes, performance measures, or enterprise ways of working.

• Strong ability to translate business strategy into actionable plans, roadmaps, dependencies, risks, and measurable outcomes.

• Strong communication, stakeholder management, and influencing skills, including experience working with senior leaders in a matrixed environment.

• Strong analytical and problem-solving skills with the ability to simplify complex work, clarify ownership, and drive practical decisions.

• Healthcare, pharmaceutical distribution, customer implementation, regulated industry, or transformation experience preferred.

Working Environment

• Ability to travel 5%.

• This role is a hybrid position. The selected candidate is expected to work on-site at our Las Colinas office for a minimum of two (2) days per week, with the remaining days worked remotely. Specific in-office days may be designated based on team needs and business priorities.

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 

Our Base Pay Range for this position

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