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 tomorrow's health today, we want to hear from you.
Current Need:
This is a hybrid (heavy remote) role in the Dallas/Fort Worth Area. Candidate must reside within a commutable distance to Irving, TX. Secondary location option is LaVergne, TN.
The Senior Director, Business Solutions & Transformation (BS&T) is a strategic leadership role focused on driving digital transformation and enhancing customer experience within the organization. This role requires a deep understanding of digital technologies and their potential impact on business operations. The BS&T leader will develop and execute a comprehensive digital roadmap, identifying opportunities for digital solutions within the contact center and related areas. They will prioritize initiatives based on their potential impact and feasibility, and effectively communicate recommendations to both technical and non-technical stakeholders. In addition to strategy development, the Sr Director, BS&T will provide leadership and oversight for solution transformation initiatives. They will collaborate with senior leaders and key stakeholders to ensure alignment with business objectives and drive sustainable growth. Acting as a liaison between CxO and McKesson Technology teams, they will evaluate emerging digital technologies and make recommendations on their impact to the business. This leader will also oversee the implementation of solutions, ensuring their integration into existing systems and processes. They will lead, coach, and develop staff to achieve department goals, and manage the budget for the cost center. Monitoring and optimizing digital processes and strategies, as well as ensuring compliance with company and regulatory policies, are also key responsibilities of this role. The ideal candidate for this role will have a strong background in digital strategy and transformation, with a demonstrated ability to effectively lead and drive change within complex organizations. They should possess excellent communication and stakeholder management skills, as well as a deep understanding of emerging digital technologies and their potential applications.
This leadership position reports to the Vice President, Customer Experience Operations (CxO). You will partner closely with the entire CxO Leadership team, colleagues within McKesson Technology, and other senior leaders across Customer Distribution Experience (CDx).
Key Responsibilities:
Solutions Strategy Development:
Develop and execute a comprehensive digital roadmap for CxO, outlining the strategic vision and initiatives to enhance customer experience, operational efficiency, and agent productivity.
Identify potential digital opportunities inside the contact center and tangent to the contact center.
Prioritize initiatives based on their potential impact and feasibility.
Effectively communicate findings, insights, and recommendations to both technical and nontechnical audiences, using clear language and compelling visualizations.
Transformation Leadership:
Lead the solution transformation initiatives, providing strategic direction, guidance, and oversight.
Collaborate with senior leaders and key stakeholders to ensure efforts are aligned with business objectives and drive sustainable growth.
Act as liaison between CxO and McKesson Technology teams.
Technology Evaluation and Implementation:
Partner with McKesson Technology to evaluate emerging digital technologies, tools/platforms, and make recommendations on impact to business.
Stay current with the latest development in automation, AI, data analysis, and visualization techniques to drive innovation and ensure that the team's methodologies remain cutting edge.
Oversee the implementation of solutions, ensuring they are integrated into existing systems and processes effectively.
Team and Financial Management:
Lead, coach and develop staff to achieve department goals.
Responsible for the budget of a cost center and will be accountable for business case financials for solutions projects/initiatives.
Performance Monitoring and Optimization:
Establish key performance indicators (KPIs) to measure the effectiveness of digital initiatives.
Monitor and analyze data to identify areas for improvement and optimize digital processes and strategies accordingly.
Risk Management:
Ensures compliance with company and regulatory policies and requirements.
Minimum Requirements:
Typically requires 13+ years of professional experience with Business Systems in a Contact Center AND 6+ years of diversified leadership, planning, communication, organization, and people motivation skills (or equivalent experience).
Critical Skills:
13+ years of professional experience with Business Systems in a Contact Center and 6+years of management experience.
Healthcare industry experience preferred
Minimum 13+ years' experience in contact center technology management or operations and executing activities that achieve organizational goals (e.g., digital transformation).
Strong understanding of telephony systems, contact center technologies and industry best practices.
Excellent communicator - an eloquent speaker, a crisp writer, and PowerPoint wizard - to succinctly and effectively get your point across
People-savvy collaborator with the confidence to manage stakeholders and routinely interact and influence an executive-level audience
Experience successfully managing high-visibility projects in a complex, matrix organization
Additional Knowledge & Skills:
Enjoy the challenge of handling shifting priorities and meeting aggressive deadlines in a fast-paced environment while constantly striving for excellence
Academic and practical experience with a wide range of automation, AI, data analysis and visualization techniques
Self-directed and able to develop team and execute work independently
Strong critical thinking, analytic and problem-solving skills
Attention to detail, solid organizational skills and proactive project management
Ability to act independently with sound business judgement
Ability to serve as an inclusive leader who motivates and develops their team
Flexibility to take on different roles and duties as required
Education:
Bachelor's degree in a relevant field (ex. Computer Science, Telecom, Business Administration) is required.
Physical Requirements:
General Office Demands
Travel up to 20%
Location:
Fort Worth, TX (Primary)
Irving, TX
LaVergne, TN
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. 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
$152,400 - $254,000
McKesson is an Equal Opportunity Employer
McKesson provides equal employment opportunities to applicants and employees and is committed to a diverse and inclusive environment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, age or genetic information. For additional information on McKesson's full Equal Employment Opportunity policies, visit our Equal Employment Opportunity page.
