Senior Manager, Customer Support Operations

McKesson•Irving, TX

1d•Hybrid

About The Position

McKesson is seeking a strategic and results-driven Senior Manager, Customer Support Operations to lead and transform our Tier 1 Customer Support organization for MAPS. In this role, you will drive operational excellence by creating a proactive, data-driven, and AI-enabled support model that enhances customer experience, reduces customer effort, and accelerates issue resolution. You will partner cross-functionally with Product, Engineering, Operations, and advanced support teams to improve service performance, eliminate recurring issues, and deliver measurable improvements in customer satisfaction and operational efficiency.

Requirements

Degree or equivalent experience and typically 12+ years of professional experience with 4+ years of management experience.
Experience leading customer support, service operations, technical support, or help desk teams in a complex technology environment.
Experience managing and developing people leaders and/or customer support professionals.
Experience using Jira and Jira Service Management platforms.
Experience building and utilizing operational dashboards, KPIs, and service performance reporting.
Demonstrated success driving process improvements, operational efficiency, and customer satisfaction initiatives.
Strong stakeholder management and cross-functional leadership skills.

Nice To Haves

Experience with eazyBI or similar business intelligence and analytics platforms.
Experience implementing AI-enabled customer support solutions, automation tools, or predictive analytics capabilities.
Knowledge of IT Service Management (ITSM) practices, incident management, and service operations.
Experience improving customer effort scores, CSAT, SLAs, and first-contact resolution metrics.
Six Sigma, Lean, continuous improvement, or process optimization experience.
Experience supporting SaaS, healthcare technology, pharmacy technology, or enterprise software environments.

Responsibilities

Lead Tier 1 customer support operations, including intake, triage, escalation, case management, and resolution processes.
Develop and execute customer support strategies that improve responsiveness, service levels, and customer outcomes.
Establish operational standards, workflows, and performance metrics across the support organization.
Leverage support analytics, reporting, and customer feedback to identify trends, reduce recurring issues, and improve operational performance.
Own and optimize Jira Service Management processes, dashboards, and reporting routines.
Monitor key performance indicators including ticket volume, backlog health, response times, resolution times, first-contact resolution, and customer satisfaction.
Partner with Tier 2, Tier 3, Product Management, Engineering, and Operations to improve escalation management and reduce repeat incidents.
Drive continuous improvement initiatives that simplify the support experience and reduce customer friction.
Identify opportunities to leverage AI, automation, predictive analytics, self-service tools, and intelligent routing capabilities to improve productivity and customer outcomes.
Lead, coach, and develop a high-performing support team while fostering a culture of accountability, ownership, and customer focus.
Communicate performance trends, business insights, and improvement opportunities to senior leadership.