Lead Program Manager
About The Position
The Senior Program Manager drives operational program execution across the Contact Center Technology Services portfolio. This role ensures that continuous improvement initiatives, platform maintenance and technology improvements, service operations backlog, and business-sponsored projects are delivered with rigor, transparency, and alignment to the service strategy. Working closely with service managers, this position translates operational demand into structured delivery plans and maintains delivery cadence across contact center platforms. Operating within McKesson's enterprise contact center technology function, the Senior Program Manager partners with engineering and service management leaders to coordinate sprint planning, release management, and cross-platform dependency resolution. The role leverages AI-enabled tools and automation to accelerate delivery reporting, improve decision-making, and drive continuous improvement in program management practices. This position is critical to ensuring the steady-state service organization operates with the discipline and velocity required to support multiple business units and a complex multi-platform environment.
Requirements
- Degree or equivalent and typically requires 10+ years of relevant experience. Less years required if has relevant Master’s or Doctorate qualifications.
- Strong proficiency in program and project management methodologies (Agile, Scrum, Kanban) with experience managing operational delivery portfolios in technology organizations
- Experience coordinating delivery across multiple technology platforms and cross-functional teams in enterprise environments
- Demonstrated ability to manage backlogs, sprint cadences, and release coordination in a multi-platform environment with competing priorities
- Applied AI fluency - active use of AI assistants (Claude, Copilot, ChatGPT) and automation tools to accelerate personal and team productivity, improve reporting, and drive delivery efficiency
- Strong analytical and problem-solving skills with the ability to synthesize data into actionable delivery insights and executive-ready reporting
- Excellent communication skills with the ability to present program status, risks, and trade-off recommendations to senior leadership
- Ability to build productive partnerships with service managers, engineering leaders, and business unit stakeholders in a matrixed environment
- Experience with change management coordination, ensuring technology changes are adopted effectively across stakeholder groups
- Financial awareness with the ability to track program costs, support budget planning, and communicate resource investment decisions
Nice To Haves
- Knowledge of contact center technologies (CCaaS, IVR, workforce management, quality management) or enterprise technology platforms
- Candidate must be authorized to work in the Canada Office , now or in the future, without the support from McKesson.
Responsibilities
- Lead operational program execution for continuous improvement, platform maintenance, and service operations backlog across the contact center technology portfolio
- Serve as the accountable program manager for business-sponsored projects within the contact center portfolio, ensuring delivery rigor, milestone tracking, and alignment with service strategy
- Partner with service managers to translate demand into actionable delivery plans with clear priorities, timelines, and resource requirements
- Coordinate sprint planning, release coordination across contact center platforms, and cross-platform dependency management to maintain delivery cadence
- Drive delivery reporting and provide transparency into program status, risks, and resource utilization to leadership and service management stakeholders
- Support capacity planning with engineering management to ensure resource allocation aligns with portfolio priorities and business commitments
- Manage platform maintenance and technology improvement activities - including vulnerability remediation, platform upgrades, and infrastructure maintenance - with precision and rigor
- Leverage AI tools and intelligent automation to accelerate program delivery, enhance reporting accuracy, improve forecasting, and drive decision-making velocity
- Facilitate cross-functional coordination between engineering, service management, and business unit partners to resolve delivery blockers and maintain stakeholder alignment
- Establish and maintain program management standards, templates, and governance practices that ensure consistent operational delivery across the portfolio
Benefits
- competitive compensation package
- Total Rewards
- annual bonus
- long-term incentive opportunities
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
