Director, Operational Enablement and Excellence

McKesson•Atlanta, GA

1d•$134,300 - $223,800

About The Position

The Director, Operational Enablement & Excellence at CoverMyMeds leads the strategies, teams, and capabilities that enable workforce performance across the Patient Access & Innovation Team (PAIT). This leader oversees Training, Quality, PAIT Intelligence, Contact Center Technology, Communications, Engagement, and Employee Development functions while building the capabilities, systems, and governance required to enable high-performing human and digital workforces across PAIT. You'll aid in the development and management of group goals and performance standards and work to establish and document best practices and SOPs in functional areas. You'll also serve as the contact center leader responsible for overseeing relationships with highly aligned business partners (i.e. facilities, business continuity, and business operations). The Director is responsible for creating a high-performance enablement ecosystem that combines learning, insights, technology, communications, and employee experience to accelerate readiness, improve quality, drive engagement, support technology adoption, and support organizational transformation. This role partners closely with Operations, Workforce Design, Technology, Product, and Digital Strategy leaders to ensure people, processes, and technology capabilities evolve in alignment with organizational priorities and future workforce needs. Close collaboration is maintained with senior-level business partners. Effective leadership entails driving outcomes not only through the team but also by collaborating with peers and leaders both internally and externally within the context of PAIT operations. The decisions made by this director carry significant weight and have lasting impacts on the overall operational and financial performance of the business.

Requirements

4-year degree in related field or equivalent experience, and typically requires 12+ years of professional experience and demonstrated leadership skills including minimum of 4+ years managerial experience
Experience in the healthcare industry at a minimum, with preferred focus on specialty pharmaceuticals, payer policy, prior authorization, and/or coverage appeals
Experience managing large scale contact center teams
Experience in continuous change management
Experience analyzing operational data and developing recommended strategies
Experience in budget, staffing and profitability models
Experience leading digital transformation, technology adoption, automation initiatives, or AI-enabled workforce solutions within a large-scale operational environment
Experience in AI governance and Quality assurance

Nice To Haves

Experience preparing written reports and presentations for management and client communications
Experience in program implementation, maintenance, and restructure
Ability to apply Contact Center and Customer Service best practices and standard policies
Strong problem solving and decision-making skills
Ability to effectively handle multiple priorities within a changing environment
Strong oral and written communication skills across all levels of the organization
Experience in forecasting, budgeting, staffing and profitability model

Responsibilities

Provides leadership to the Enablement & Excellence teams. Works with Sr. Managers and internal business partners to set strategy and deliver superior services to the organization
Senior leader oversight of peak season (Blizzard) logistics for PAIT; included but not limited to coordination of requisitions, financial approvals, asset management & planning, seasonal roles and any additional Blizzard requirements that may come up
Leads enterprise enablement strategy and serves as a trusted advisor to operational, product, technology, and digital strategy leaders on workforce performance, adoption, and organizational effectiveness initiatives
Establish governance frameworks that ensure quality, compliance, performance, and operational effectiveness across both human and technology-enabled service delivery models
Designs, governs, and optimizes workflows that effectively integrate employees, outsourcing partners, technology platforms, automation solutions, and AI-enabled capabilities
Oversee the Contact Center Technology and the related internal and external business relationship (i.e. Five9, Calabrio, Neustar, Citrix, Omnissa, KMS, etc.)
Monitors business key performance indicators (KPI’s) to ensure contractual goals are being met. This includes financial (budget), business (customer) and organizational (employee) objectives