Senior Manager, Membership Operations

Cencora • Conshohocken, PA

2d • $94,500 - $148,060

About The Position

This position is within Cencora’s specialty GPO business unit and leads five Membership Analysts responsible for post-onboarding membership data quality. The Senior Manager oversees detection and resolution of discrepancies that may affect member access, coordination with pharmaceutical manufacturers to align membership processes, roster and inquiry queues, SLA performance, and membership reporting. The role sets team priorities, owns performance metrics, and develops processes as business and partner needs evolve.

The position also oversees membership-focused contract review, including identifying potential redlines, providing approvals, and confirming that product setup and contract rules are accurately represented in systems so eligibility is generated correctly. The Senior Manager collaborates with internal teams and external partners, reports performance and risks to senior leadership, and drives process improvements that enhance accuracy, efficiency, and partner experience.

Cencora describes its benefits and resources as supporting an inclusive culture and team members’ physical, emotional, financial, and social wellness. Offerings include traditional medical, dental, and vision care; support for working families that may include backup dependent care, adoption assistance, infertility coverage, family-building support, behavioral health solutions, paid parental leave, and paid caregiver leave; and training, professional development, mentorship, employee resource groups, and volunteer activities.

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 prevent recurrence through process or control improvements.
• Serve as a key contact for pharmaceutical partners on membership processes and align expectations and requirements.
• Resolve partner-raised issues and escalations, and communicate process changes clearly.
• Ensure contracts are reviewed from a membership perspective, identify potential redlines, and provide approvals.
• Confirm product setup is accurate and aligned with contract terms, and ensure contract logic and rules are accurately reflected in systems so eligibility is generated correctly.
• Oversee roster management and the 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.
• Benefits and resources supporting physical, emotional, financial, and social wellness.
• Working-family support that may include backup dependent care, adoption assistance, infertility coverage, family-building support, behavioral health solutions, paid parental leave, and paid caregiver leave.
• Training programs and professional development resources.
• Mentorship programs.
• Employee resource groups.
• Volunteer activities.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior