Senior Manager, Membership Operations
About The Position
The Senior Manager, Membership Operations resides within Cencora’s specialty GPO business unit and leads a team of five Membership Analysts responsible for post-onboarding membership data quality. The team identifies and resolves discrepancies that may affect member access, aligns membership processes with pharmaceutical manufacturers, manages roster and inquiry queues to meet service-level agreements, and produces membership reporting. The role sets priorities, owns performance metrics, and develops processes as business and partner needs evolve. The position oversees membership data review, root-cause analysis and remediation; serves as a key contact for pharmaceutical partners; reviews contracts from a membership perspective; and ensures product setup, contract logic, and system rules accurately support eligibility. It also oversees roster management, inquiry triage and resolution, queue performance, team KPIs, and recurring and ad hoc reporting. The Senior Manager identifies process gaps and opportunities, implements improvements, and anticipates emerging partner and business needs. The role manages, coaches, and develops five analysts, including setting objectives, providing feedback, managing performance, identifying development needs, prioritizing workloads, and reporting performance, risks, and results to senior leadership.
Requirements
- Bachelor’s degree in business administration, information management, data analytics, or a related field, or equivalent experience.
- At least 7 years of experience in data analysis, data quality, membership or customer operations, or a related field.
- At least 3 years of experience managing a team of analysts or similar professionals.
- Strong data analysis skills, including pulling and combining data from multiple sources and turning it into actionable insights.
- Working knowledge of relational databases and data models.
- Proficiency with SQL and reporting or business intelligence tools.
- Experience managing queues, meeting SLAs, and driving performance through metrics.
- Excellent written and verbal communication skills, including experience working with external partners.
Nice To Haves
- Master’s degree in business administration or a related field.
- Experience in pharmaceutical distribution, healthcare, or a contract or membership environment, such as GPO, 340B, or manufacturer-facing roles.
- Experience building or redesigning processes and documentation.
- Certification in data governance, project management, or equivalent.
Responsibilities
- Lead, coach, and develop a team of five analysts by setting objectives, providing regular feedback, managing performance, and identifying career development needs.
- Manage team workload, prioritization, and capacity to meet deadlines and service commitments.
- Report team performance, risks, and results to senior leadership and recommend solutions.
- Oversee post-onboarding membership data reviews to detect discrepancies that could affect member access.
- Direct root-cause analysis and remediation of data issues and improve processes or controls to prevent recurrence.
- Serve as a key contact for pharmaceutical partners on membership processes, ensuring expectations and requirements are aligned.
- Resolve partner-raised issues and escalations and clearly communicate process changes.
- Ensure contracts are reviewed from a membership perspective, identify potential redlines, and provide approvals.
- Confirm product setup is accurate and aligned with contract terms.
- Ensure contract logic and rules are accurately reflected in systems so eligibility is generated correctly.
- Oversee roster management and triage and resolution of internal and external membership questions.
- Manage queues to meet SLAs and route issues to appropriate internal teams, such as onboarding, sales, account management, and IT.
- Define, track, and drive team KPIs, including SLA performance, data accuracy, and turnaround time.
- Oversee recurring and ad hoc membership reporting by combining data from multiple sources into actionable insights for stakeholders.
- Identify gaps and opportunities, and design, document, and implement processes and tools to improve accuracy, efficiency, and partner experience.
- Anticipate emerging partner and business needs and plan the team’s approach.
Benefits
- Medical, dental, and vision care.
- Backup dependent care.
- Adoption assistance.
- Infertility coverage and family-building support.
- Behavioral health solutions.
- Paid parental leave.
- Paid caregiver leave.
- Training programs and professional development resources.
- Mentorship programs.
- Employee resource groups.
- Volunteer activities.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
