Director of Customer Support

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 tomorrows health today we want to hear from you.

The Director Product & Customer Support is responsible for enterprise-scale support operations across Customer Support Tier 1 Service Desk Tier 2 escalation Tier 3 Production Support Engineering and Support Operations & Enablement. This role sets strategy leads through managers and senior support leaders owns customer experience and service quality and ensures scalable resilient support for Ontadas product portfolio. The Director partners across Product Engineering Infrastructure Security Customer Success US Oncology McKesson Technology vendors and executive leadership to drive clear ownership reliable service restoration operational readiness and customer-centric outcomes.

Leadership Expectations

This leader translates strategy into execution through managers supervisors team leads and cross-functional partners while staying close to critical operations. The Director is accountable for service continuity organizational performance risk management customer trust and clear communication during escalations major incidents releases audits support training and other business-critical event that ultimately drives customers satisfactions.

Key Responsibilities

• Set the Product & Customer Support strategy operating model organizational structure and service roadmap aligned to Ontada and McKesson priorities.

• Lead the tiered support model across Customer Support Service Desk Tier 2 escalation and Tier 3 Production Support Engineering.

• Govern major incident management P1/P2 escalation service restoration customer communications RCA/CAPA follow-up and post-incident improvement.

• Own customer experience service desk quality SLA/ASA performance backlog management support KPIs and continuous improvement.

• Drive workforce planning leadership development succession planning training knowledge management and support readiness.

• Partner across Product Engineering Infrastructure Security Customer Success Implementation US Oncology McKesson Technology and vendors to ensure supportability ownership clarity and launch readiness.

• Oversee ServiceNow Five9 telephony workflows reporting ISO 9001 process documentation audit readiness and support tooling governance.

• Drive automation self-service and support scalability for expanding products customers and technologies.

Additional Responsibilities

• Lead executive customer-facing and internal communications for critical incidents training blocks operational changes and customer-impacting events.

• Represent support in security access management Okta/NERM/SailPoint regulatory compliance audit and customer risk discussions.

• Define and drive ownership and escalation models across internal and external partners.

• Own resource planning budget inputs business cases and capacity and succession planning for sustainable support operations.

• Ensure support is engaged early in product implementation microservice and adoption planning so supportability training escalation and ownership are defined before launch.

Minimum Requirement

• Degree or equivalent experience. Typically requires 12 years of professional experience and 4 years of management experience.

Education

Bachelors degree or equivalent experience.

Critical Skills

• 12 years of professional experience including 6 years of progressive people leadership and experience leading through managers or senior leaders.

• Demonstrated ability to lead enterprise initiatives manage risk influence senior stakeholders and guide customer-impacting incident response in a regulated technology environment.

• Availability for critical incidents releases customer escalations and other business-critical events that may require after-hours or weekend support.

• Proven success in customer experience leadership service quality escalation management and white-glove support design and execution.

• Strategic support transformation tiered support ownership automation and scalable operating model design.

• Major incident management and service restoration leadership.

• Operational governance KPI/SLA/CSAT/ASA management backlog controls reporting and continuous improvement.

• Support tooling ServiceNow Five9 knowledge management ISO 9001 processes and audit/compliance awareness.

• Enterprise stakeholder influence people leadership through managers succession planning workforce strategy and change leadership.

Additional Skills

• Experience leading enterprise-scale customer support service desk escalation or production support organizations.

• Healthcare technology oncology SaaS life sciences EMR/EHR interoperability microservices database-driven applications or clinical workflow experience preferred.

• Experience partnering across Product Engineering Infrastructure Security Customer Success implementation teams vendors and shared service organizations.

• Ability to translate complex technical issues into clear customer executive and operational communications.

Physical Requirements

• General Office Demands

• Up to 20% Travel

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 McKessons 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 pleaseclick here.

Our Base Pay Range for this position

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McKesson is an Equal Opportunity Employer

McKesson provides equal employment opportunities to applicants and employees without regard to race color religion sex sexual orientation gender identity national origin protected veteran status disability age genetic information or any other legally protected category. For additional information on McKessons full Equal Employment Opportunity policies visit our Equal Employment Opportunity page.

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