Sr. Manager, Account Management & Operations

McKesson•Irving, TX

2d•Hybrid

About The Position

The Senior Manager of Account Operations leads, optimizes, and transforms customer-facing support operations within McKesson’s Community, Pharmacy and Health segment. The role ensures customers receive exceptional support throughout their lifecycle and leads Support Managers and/or Support Coordinators through strategic direction, operational leadership, coaching, and talent development. It fosters a culture of customer advocacy, responsiveness, accountability, collaboration, and service excellence. The position partners with internal stakeholders and customers to resolve escalations, protect modeled financials, ensure contract-aligned account setup, address complex operational challenges, and deliver sustainable business outcomes. It drives customer satisfaction, protects customer relationships, and delivers consistent, high-quality support. The role also leads continuous improvement, operational transformation, and organizational change, and communicates effectively with stakeholders at all levels, including senior leadership. The role offers location flexibility across the United States. Candidates in the Dallas–Fort Worth area, or within 50 miles of Irving, Texas, are expected to work onsite at the Las Colinas office at least two days per week, with remaining days remote. Up to 10% travel is required. Applicants must be authorized to work in the United States without current or future employer immigration support or sponsorship.

Requirements

Degree or equivalent and typically 9 or more years of relevant experience, plus at least 1 year of employee management experience.
At least 9 years of experience in account management, sales, support, operations, or administration; pharmaceutical industry experience is preferred.
At least 1 year of employee management experience.
Ability to develop and maintain effective, positive customer-facing and internal/external working relationships with diverse individuals.
Advanced communication skills, including clear, logical, fact-based communication and a record of success in relationship development, presentations, and communicating financial results.
Strong executive presence.
Ability to work under pressure and manage competing priorities.
Problem-solving, decisiveness, and resolution-management skills.
Strong follow-up skills and ability to meet deadlines.
Strategic and innovative mindset.
Analytical thinking.
Project management experience.
Proficiency in Microsoft Office, including Word, Excel, PowerPoint, and Outlook.
Currently authorized to work in the United States without requiring employer immigration support or sponsorship now or in the future.

Nice To Haves

Pharmaceutical industry experience.

Responsibilities

Lead, coach, manage performance, and develop Support Managers and/or Support Coordinators; build organizational capability and succession readiness.
Set expectations and hold the team accountable for service quality, timeliness, and operational rigor.
Balance delegation with personal ownership of critical deliverables, escalations, and sensitive issues.
Model LEADRx behaviors, communicate progress and risks, and provide recommendations to senior leaders.
Engage directly in complex, high-impact, or cross-functional escalations and issue resolution.
Identify operational risks, recommend solutions, and address barriers affecting customer and seller success.
Lead cross-functional initiatives from problem definition through implementation, aligning stakeholders, managing risks, meeting milestones, and delivering business outcomes.
Partner with senior leadership and cross-functional teams on strategic initiatives and execution planning.
Prepare and deliver structured updates and presentations that translate operational complexity into insights, risks, and recommendations.
Lead operational transformation to simplify processes, improve scalability and customer and seller experiences, and deliver measurable outcomes.
Advance AIM28 objectives by using AI and emerging technologies to simplify work, accelerate execution, foster innovation, and support results.
Help identify and reduce administrative burden so teams can focus on core selling activities, particularly during change.
Collaborate on assessing the operational effects of regulatory, contractual, or policy changes and designing support approaches that minimize disruption.
Communicate process changes and operational impacts to promote alignment, adoption, and understanding.
Identify territory or regional trends, recurring issues, and opportunities using business knowledge, operational signals, and SFDC data.
Translate analysis of business impact, customer risk, and sales friction into recommendations and partner with internal teams on future-state improvements.
Ensure work is accurately recorded and managed in Salesforce (SFDC), with timely resolution, quality documentation, and adherence to workflows.
Monitor workload, aging cases, and escalation patterns; own resolution of complex and escalated cases through cross-functional coordination and sound judgment.
Build trusted partnerships with internal leadership, customers, and business stakeholders.
Use operational metrics and business insights to influence decisions, prioritize investments, and drive improvement.
Align stakeholders around solutions that balance customer needs, business objectives, and operational sustainability.
Guide stakeholders on contractual requirements, account governance, and operational compliance.