McKesson

Senior Manager Customer & Sales Support Strategy & Delivery

McKesson$108K — $181K *
Business Services
5 - 7 years of experience
Job Overview by Ladders

Qualifications

  • 7+ years of relevant experience in strategic planning and customer experience enhancement
  • Proven experience in developing and leading transformation initiatives
  • Strong proficiency in data analysis, including SQL and Excel
  • Exceptional communication skills, capable of influencing VP+ executives
  • Experience with AI, automation, and technology-enabled solutions

Responsibilities

  • Lead the development of a multi-year Customer Support Services (CSS) strategic roadmap
  • Identify future-state opportunities to enhance customer experience and operational efficiency
  • Synthesize data into business cases and strategic recommendations for leadership
  • Facilitate senior stakeholder alignment on project prioritization and execution
  • Manage and execute major transformational projects across cross-functional teams
  • Prepare and present high-impact communications to executive audiences
  • Build and maintain trusted relationships to drive strategic initiatives

Benefits

  • Work within a collaborative and innovative team environment
  • Opportunity to influence enterprise strategies and priorities
  • Engagement in cross-functional projects with senior leaders
  • Potential to shape the future of customer operations at McKesson
  • Involvement in emerging technology initiatives like AI and automation
Full Job Description
Shape the Future of Customer Experience Strategy & Delivery

Are you passionate about turning data into insights, insights into strategy, and strategy into meaningful business outcomes? McKesson is seeking a strategic and analytically driven leader to help shape the future of Customer Experience Strategy & Delivery. In this role, you will partner with senior leaders to identify transformational opportunities, develop business cases and strategic recommendations, and lead initiatives that enhance customer experience, operational efficiency, and long-term business performance. This is an opportunity to influence enterprise priorities, solve complex business challenges, and drive impactful change across the organization.


Job Summary:

This role exists to help shape where Customer & Sales Support is going over the next 3–5 years, grounded in data, customer needs, operational realities, and enterprise priorities. The role informs strategy by developing insights, options, business cases, and recommendations, and translates that strategy into action by leading a portfolio of transformative initiatives. It serves as a thought partner to senior leaders and as connective tissue between long-term direction and near-term execution, while operating in close partnership with Business, Operations, and IT stakeholders who hold decision rights for enterprise strategy and technology direction.


Key Responsibilities

Strategy Formulation & Strategic Planning

  • Lead development and ongoing refinement of a multi-year CSS strategic roadmap aligned to MMS priorities, customer needs, and operational goals

  • Identify and assess future-state opportunities across customer experience, service operations, AI, automation, and technology enablement

  • Synthesize quantitative and qualitative data into strategic options, business cases, recommendations, and clear executive-ready narratives

  • Facilitate alignment with senior stakeholders to support prioritization, sequencing, and decision-making on strategic initiatives

  • Partner with Business, Operations, and IT leaders to translate approved enterprise and functional strategies into CSS initiatives and execution plans

AI, Automation & Technology Enablement

  • Identify, frame, and prioritize AI, automation, and technology-enabled opportunities that improve customer experience, efficiency, and service effectiveness

  • Partner with IT and business stakeholders to assess feasibility, define business requirements, and support implementation planning for approved solutions

  • Ensure CSS execution remains aligned to MMS architecture, governance, and technology decisions established by IT and Business partners

Transformation Leadership & Execution

  • Lead execution of 1–3 major transformation initiatives aligned to CSS and MMS priorities, with responsibility for scope, milestones, governance, and outcomes

  • Drive cross-functional delivery across operating model, process, customer experience, service design, and technology-enabled change

  • Manage risks, dependencies, tradeoffs, change impacts, and implementation readiness across multiple stakeholder groups

  • Escalate issues with clear recommendations, structured options, and a strong point of view while aligning with final decision-makers

Executive Communication & Stakeholder Engagement

  • Prepare and deliver high-impact communications, presentations, and materials for VP+ and executive audiences

  • Build trusted relationships across Business, Operations, IT, and enabling functions to mobilize action and sustain momentum without formal authority


Minimum Requirements

7+ years of relevant experience

Compensation

This position offers a competitive compensation package, including a base salary of approximately $145,000, a 15% target annual incentive, and participation in a long-term incentive program.


Preferred Critical Skills
  • Advanced Data Analysis, Insights Generation & Data Storytelling

  • SQL Proficiency and Self-Service Data Exploration

  • Business Case Development, Financial Analysis & ROI Assessment

  • Advanced Excel Proficiency for Analysis and Modeling

  • Advanced PowerPoint Proficiency and Executive Presentation Development

  • Executive Communication and Presentation of Recommendations to Senior Leadership

  • Strategic Planning, Roadmap Development & Strategic Problem Solving

  • Business Transformation and Cross-Functional Program Leadership

  • Stakeholder Management, Influence & Executive Partnership

  • Structured Analytical Thinking and Data-Driven Decision Making


Additional Skills
  • Management Consulting or Corporate Strategy Experience

  • Customer Service, Contact Center, or Call Center Operations Experience

  • Market Research and Customer Insights Analysis

  • AI, Automation, or Emerging Technology Initiatives

  • Cost-Benefit Analysis and Value Realization Measurement for Technology Investments

  • Process Improvement, Operational Excellence, or Service Design Experience

About McKesson

McKesson Corporation provides medicines, pharmaceutical supplies, information and care management products and services across the healthcare industry. The Company operates in two segments. The McKesson Distribution Solutions segment delivers ethical drugs, medical-surgical supplies and equipment and health and beauty care products throughout North America. This segment also provides specialty pharmaceutical solutions for biotech and pharmaceutical manufacturers, sells financial, operational and clinical solutions for pharmacies (retail, hospital, long-term care) and provides consulting, outsourcing and other services. The McKesson Technology Solutions segment delivers enterprise-wide clinical, patient care, financial, supply chain, strategic management and software solutions. In July 2011, the Company acquired Portico Systems from Safeguard Scientifics, Inc. On March 25, 2012, it acquired the independent banner and franchise businesses of Katz Group Canada Inc. McKesson Distribution Solutions delivers pharmaceuticals to retail pharmacies and institutional providers like hospitals and health systems. They operate pharmaceutical distribution centers across the country, serving customers in all 50 states. They also deliver a comprehensive offering of health care products, technology, equipment and related services to the alternate site market, including physician offices, surgery centers, long-term care facilities and home care businesses across the country. McKesson is currently the largest pharmaceutical distributor in North America. McKesson also operates McKesson Canada and has an equity holding in Nadro, a leading distributor in Mexico.

McKesson Careers

Join McKesson, a leading global healthcare company, and be part of a team that is redefining the future of healthcare. With a variety of job opportunities available, McKesson is the perfect place to advance your career, whether you're a seasoned professional or just starting out. Work You’ll Do At McKesson, we are committed to improving care in every setting—one product, one partner, one patient at a time. We’re seeking talented professionals to join our team and contribute to a culture of innovation, diversity, and leadership. Our employees are driven by a deep sense of purpose and a desire for continuous growth and improvement. Empower Your Future in Healthcare With positions ranging from internships to leadership roles, McKesson offers unparalleled employment opportunities to develop your skills and advance your career. Our commitment to diversity training ensures that all team members have the opportunity to thrive. Join a team where your skills will be honed, your professional growth will be supported, and where you can genuinely see the difference you make in the lives of patients around the world. Innovative Work Environment McKesson is at the forefront of healthcare innovation. Our team is constantly exploring new ways to improve patient outcomes and streamline care processes. This commitment to innovation is what sets us apart and what makes McKesson an exciting place to work. Career Development and Benefits McKesson believes in nurturing the potential of its employees through robust career development programs and comprehensive benefits designed to support your life and well-being. From leadership training to health and wellness benefits, we ensure our team members are equipped to meet their professional and personal goals. Explore Job Opportunities Whether you’re looking for an internship to kickstart your career, or a senior position to utilize your extensive experience, McKesson offers a range of opportunities. Explore our open positions and find where you can make a difference at McKesson. Stay Connected Join Our Team Search for open positions that match your skills and interests. We are looking for passionate, curious, and solution-driven team players who are ready to take the next step in their careers. Keep Up to Date Stay ahead with career tips, insider perspectives, and industry-leading insights you can put to use today—all from the people who work here. Networking and Professional Growth At McKesson, networking and professional growth are part of our everyday environment. We encourage our employees to connect, share, and learn from each other to foster personal and professional development. Job Alert Emails Personalize your subscription to receive job alerts, latest news, and insider tips tailored to your preferences. Discover the exciting and rewarding career opportunities that await you at McKesson. Join McKesson today and be part of a team that is dedicated to shaping the future of healthcare.
Learn more about McKesson
Size
58,000 employees
Market Cap
$53.7 billion
Industry
Net Income
-$4.1 billion
Founded
1833
5 Year Trend
+5.9%
Revenue
$237.6 billion
NASDAQ

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