Account Operations Manager

McKesson • Columbus, OH

2d

About The Position

The Account Operations Manager is responsible for customer relationships, projects, and programs, and serves as the primary operations contact for a CoverMyMeds product portfolio supporting pharmaceutical manufacturers’ medication access and affordability strategies. The role is accountable for delivering an outstanding customer experience, maintaining program and contract accuracy, and enabling collaboration and consistency across business units. The manager works with business and technical teams, manages customer contractual obligations, and coordinates across business functions.

The role partners with Commercial, Account Management, Implementations, Product, Finance, data teams, and other groups to support implementations, client transitions, program optimization, and issue resolution. It monitors service-level agreements, manages day-to-day program support, ensures customer satisfaction and compliance with contractual commitments, and maintains accurate invoices and supporting documentation. In collaboration with Commercial peers, the manager provides consultative guidance on program design and strategy and identifies revenue-generating and cost-saving opportunities aligned with customer goals.

Requirements

• Degree or equivalent experience.
• At least 2 years of customer support or account operations experience.
• Healthcare experience, preferably in medication access or affordability.
• Strong communication skills in one-on-one conversations, writing, and formal presentations with clinical, operational, IT, and executive clients.
• Ability to work with customers and cross-functional teams.

Nice To Haves

• Prior Authorization knowledge.
• Payer and pharmacy knowledge.

Responsibilities

• Collaborate with Commercial, Account Management, Implementations, Product, Finance, and other teams to ensure successful solution implementation and client transition.
• Build collaborative relationships across CoverMyMeds and McKesson and support a shared “Win as One” mindset.
• Promote continuous improvement and operational excellence.
• Follow account operations best practices for customer engagement, program tracking and management, and program and contract accuracy.
• Work with data teams to assess and optimize programs and solutions, and ensure recommendations are implemented and monitored.
• Monitor and manage established service-level agreements.
• Coordinate with business partners to improve program data and reports as needed.
• Serve as the first point of contact for day-to-day program support and issues.
• Manage timelines and expectations, ensure customer satisfaction with projects and services, and maintain compliance with contractual agreements.
• Involve team members to resolve issues and escalate as necessary.
• Ensure the accuracy of customer invoices and associated supporting documentation.
• Ensure revenue is captured according to established contracts and fee sheets.
• Provide proactive consultative services on program design, strategy, and revenue-generating and cost-saving opportunities in conjunction with Commercial peers.
• Cultivate customer relationships to identify and recommend opportunities that support customers’ strategic and tactical goals.

Benefits

• Competitive compensation package.
• Annual bonus or long-term incentive opportunities may be offered.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed