Note: The job is a remote job and is open to candidates in USA. McKesson is an impact-driven healthcare company delivering products, services, and insights that make quality care more accessible and affordable. The Senior Manager, Customer Support Operations will lead and transform the Tier 1 Customer Support organization for MAPS by driving data-driven, AI-enabled operational excellence, improving customer experience, and accelerating issue resolution. The role partners cross-functionally to improve service performance, reduce recurring issues, and lead a high-performing support team.
Responsibilities
- Lead Tier 1 customer support operations, including intake, triage, escalation, case management, and resolution processes
- Develop and execute customer support strategies that improve responsiveness, service levels, and customer outcomes
- Establish operational standards, workflows, and performance metrics across the support organization
- Leverage support analytics, reporting, and customer feedback to identify trends, reduce recurring issues, and improve operational performance
- Own and optimize Jira Service Management processes, dashboards, and reporting routines
- Monitor key performance indicators including ticket volume, backlog health, response times, resolution times, first-contact resolution, and customer satisfaction
- Partner with Tier 2, Tier 3, Product Management, Engineering, and Operations to improve escalation management and reduce repeat incidents
- Drive continuous improvement initiatives that simplify the support experience and reduce customer friction
- Identify opportunities to leverage AI, automation, predictive analytics, self-service tools, and intelligent routing capabilities to improve productivity and customer outcomes
- Lead, coach, and develop a high-performing support team while fostering a culture of accountability, ownership, and customer focus
- Communicate performance trends, business insights, and improvement opportunities to senior leadership
Skills
- Degree or equivalent experience and typically **12+ years of professional experience with 4+ years of management experience**
- Experience leading customer support, service operations, technical support, or help desk teams in a complex technology environment
- Experience managing and developing people leaders and/or customer support professionals
- Experience using Jira and Jira Service Management platforms
- Experience building and utilizing operational dashboards, KPIs, and service performance reporting
- Demonstrated success driving process improvements, operational efficiency, and customer satisfaction initiatives
- Strong stakeholder management and cross-functional leadership skills
- Ability to travel up to 15% as required
- Must be able to work at a computer and participate in virtual meetings for extended periods
- Experience with eazyBI or similar business intelligence and analytics platforms
- Experience implementing AI-enabled customer support solutions, automation tools, or predictive analytics capabilities
- Knowledge of IT Service Management (ITSM) practices, incident management, and service operations
- Experience improving customer effort scores, CSAT, SLAs, and first-contact resolution metrics
- Six Sigma, Lean, continuous improvement, or process optimization experience
- Experience supporting SaaS, healthcare technology, pharmacy technology, or enterprise software environments
Benefits
- An annual bonus may be offered.
- Long-term incentive opportunities may be offered.
- Position may be remote, hybrid, or office-based depending on business needs.
Company Overview
Company H1B Sponsorship