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McKesson
The Woodlands, Texas, United States
8 days ago

Description

McKesson requires new employees to be fully vaccinated for COVID-19 as defined by the CDC, subject to applicable, verified accommodation requests.

McKesson requires new employees to be fully vaccinated for COVID-19 as defined by the CDC, subject to applicable, verified accommodation requests.

Ontada is an oncology technology and insights business dedicated to transforming the fight against cancer. Part of McKesson Corporation , Ontada was founded on the core belief that precise insights - delivered exactly at the point of need - can save more patients' lives. We connect the full patient journey by combining technologies used by The US Oncology Network and other community oncology providers with real-world data and research relied on by all top 15 global life sciences companies. Our work helps accelerate innovation and power the future of cancer care.

The Director of Customer Support will lead our support operations teams including iKnowMed Generation 2, My Care Plus, Lynx, TotalView and integrated Technology Solutions customer support. This person will be responsible for the strategic leadership and ongoing tactical execution of our support organization. The Director will help drive and deliver world-class customer experiences supporting rapidly evolving, business critical, Oncology and Hematology solutions.

Key Responsibilities:
  • Accountable for setting and holding quality support standards, reviewing metrics, recognizing trends and remediating any identified gaps or obstacles that impede delivering the highest caliber of customer support.
  • Assess performance and effectiveness of support operations through deep-dive data analysis and identify opportunities for improvement. Establish clear goals, objectives and priorities. Partner with Global Operations teams to develop tools and reports to help improve operations and the customer experience.
  • Ensure alignment with Enterprise and Network objectives. Develop partnerships and meet regularly with Practice leadership and Internal Stakeholders to review satisfaction and performance reports. Collaborate with Technology Solutions Account Managers, Pharma Account Executives, Business Development, US Oncology Network Operations, and other support functions (Global Ops, Finance, HR, IT) to discuss opportunities, market insights, challenges, and deliver solutions.
  • Supporting business goals while building and maintaining a strong culture of excellence throughout the organization by, among other things, implementing effective and business-savvy policies, procedures and training; ensuring open and effective lines of communication at all levels of the organization; supporting investigation, audit and monitoring activities; and driving enterprise-wide key performance initiatives.
  • Maintain application expertise on Technology Solutions products the team is supporting. Use product knowledge and business vision to coach customer support managers in the implementation of data driven improvement initiatives.
  • Foster continued engagement and development of customer support professionals by providing relevant and actionable feedback.
  • Implement innovative solutions and effective change management to support a broader spectrum of software applications, value-based care initiatives and business growth.
  • Manage and update centralized knowledge base, training materials, resources and toolkits. Work with managers to develop relevant and impactful training, talking points, resource guides, and best practices for Tier 1 and Tier 2 customer support agents.


Minimum Requirements

  • 8+ years in the Information Technology / Software Development industry
  • 5+ years of active experience in software customer service, software customer support and/or software call centers
  • 3+ years of management experience


Critical Skills
  • 3+ years of demonstrated experience successfully establishing a culture of excellence and leading a modern, fully integrated customer-oriented support program.
  • Demonstrated experience in identifying a gap/need, creating a vision for a new program or solution to mitigate that gap/need and successfully executing upon that vision.
  • Deep understanding of best-in-class customer support and field-operations strategies, tactics, and results measurement, with ability to apply these appropriately.
  • Demonstrated experience of proactively identifying and managing risks in a customer support program.
  • 3+ years as a strong and confident leader with the demonstrated ability to attract and develop talent, create a positive working environment, and enhance morale and engagement.


Additional Knowledge & Skills
  • Strong Project Management Experience leading programs and projects.
  • Proactive and resourceful. Ability to self-motivate and operate autonomously.
  • Fact-based decision maker with strong emphasis on data, trends, and market analytics.
  • Ability to tolerate ambiguity and to remain flexible under pressure.
  • Preferred knowledge of community oncology market.
  • Preferred experience using RemedyForce and JIRA.
  • Ability to influence and collaborate with business colleagues, stakeholders, external partners, and executive management, each with different priorities, strategies, and desired outcomes.
  • Ability to serve as an ambassador and influencer for compliance and regulatory strategy.
  • Demonstrated ability to creatively and proactively problem solve.
  • Excellent written, presentation and verbal communication skills.
  • Detail oriented, proactive, and accountable.
  • Must have great credibility and have a strong reputation for honesty, integrity, and ethical behavior.


Education:

Bachelor's degree in computer science, information management, health services or related field

Travel:

Up to 25% travel required

Internal Use Only: M4

Must be authorized to work in the U.S, now or in the future, without assistance or support from McKesson.

Relocation is NOT budgeted for this position.

McKesson is an Equal Opportunity/Affirmative Action employer.

All qualified applicants will receive consideration for employment without regard to race, color, religion, creed, sex, sexual orientation, gender identity, national origin, disability, or protected Veteran status.Qualified applicants will not be disqualified from consideration for employment based upon criminal history.

McKesson is committed to being an Equal Employment Opportunity Employer and offers opportunities to all job seekers including job seekers with disabilities. If you need a reasonable accommodation to assist with your job search or application for employment, please contact us by sending an email to McKessonTalentAcquisition@mckesson.com . Resumes or CVs submitted to this email box will not be accepted.

Current employees must apply through the internal career site.

Join us at McKesson!

Job Information

  • Job ID: 59850505
  • Location:
    The Woodlands, Texas, United States
  • Position Title: Director, Customer Support (Technology/Software)
  • Company Name: McKesson
  • Job Function: Information Technology
  • Job Type: Full-Time
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