Sr. Manager, Technology Management

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.

The Sr. Manager of Technology Management at McKesson plays a critical role in overseeing a team of technology analysts who focus on specific technologies within Customer Experience Operations. This leadership position is responsible for driving the utilization of key contact center technologies, such as Verint's Workforce Optimization Suite, Intradiem, and our telephony applications ensuring process improvements through technology optimization.

The manager will serve as the primary liaison between the technology analyst team and business stakeholders, ensuring that technology solutions effectively meet business needs. Additionally, the role includes leading and managing technology-related projects, resolving application issues, maintaining vendor relationships, and driving application awareness and utilization. This position requires a blend of technical expertise, project management skills, and team leadership abilities. The ideal candidate will possess a strong background in business analysis, application support, and customer service, coupled with management experience with a commitment to employee development.

Key Responsibilities

• Lead, mentor, and develop a team of technology analysts, ensuring they have the resources and training needed to succeed.

• Conduct regular performance reviews and provide constructive feedback and professional development opportunities.

• Establish clear employee performance expectations and goals to drive accountability.

• Oversee the utilization of supported technologies within Customer Experience Operations.

• Identify and drive process improvement opportunities through technology application and optimization.

• Serve as the primary liaison between the technology analyst team, business stakeholders, and technology support teams/vendors.

• Understand business needs and align technology solutions to meet those needs effectively.

• Communicate and report out to senior leaders across the organization, direct manager, and other relevant stakeholders.

• Lead and manage projects related to technology enhancements and new implementations.

• Ensure projects are completed on time, within scope, and budget, while meeting quality standards.

• Oversee the analysis and resolution of application issues, leveraging research, vendor support, and IT collaboration.

• Ensure appropriate documentation is maintained for consistent and reliable support.

• Establish and maintain strong relationships with technology vendors and McKesson Technology.

• Drive application awareness and utilization through regular communications and reporting to stakeholders.

• Maintain strong knowledge of current supported technology capabilities and stay informed about upcoming enhancements and updates to ensure optimal team performance and alignment with industry advancements.

• Ensure the team monitors and responds to inquiries and requests related to supported technologies.

• Participate in application testing and deployment, including occasional after-hours and weekend, to ensure system functionality and performance.

Minimum Requirement

Degree or equivalent experience. Typically requires 9+ years of professional experience and 1+ years of supervisory and/or management experience.

Education

Bachelor's degree or equivalent business experience.

Critical Skills

• 9+ years of related professional experience in business analysis, application support, and customer service

• 1+ years of management experience

• Leadership and employee development

• Familiarity with Verint WFO suite and/or other contact center technologies (e.g., PBX, ACD, IVR, CTI) and phone systems

• Experience with Microsoft Office Software (e.g., Word, Excel), SharePoint, and Salesforce

Preferred Skills

• Strong verbal and written communication skills

• Exceptional analytical and problem-solving abilities

• Demonstrated attention to detail and strong time management skills

• Ability to adapt to new technologies and tools quickly

• Experience with change management techniques

Physical Requirements

General office demands

Candidates must be authorized in the USA. Sponsorship is not available for this role.

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 McKesson's 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

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.

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