Sr. Manager, Account Management & Operations

McKesson•Alpharetta, GA

1d•$102,800 - $171,300•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 to deliver exceptional customer experiences throughout the customer lifecycle. The role provides strategic direction, operational leadership, coaching, and talent development for Support Managers and/or Support Coordinators, while fostering customer advocacy, responsiveness, service excellence, accountability, collaboration, innovation, and performance excellence. The Senior Manager partners with internal stakeholders across departments and levels to resolve escalations, protect modeled financials, ensure account setups align with contracts, address complex operational challenges, and achieve sustainable business outcomes. The role is accountable for customer satisfaction, customer relationships, and consistent, high-quality support. It also drives continuous improvement, operational transformation, and organizational change, and requires the ability to influence, communicate, and present effectively to senior leadership. The position offers location flexibility across the United States. Candidates in the Dallas–Fort Worth area, or within 50 miles of Irving, Texas, are required to work onsite at the Las Colinas office at least two days per week, with remaining days remote. Up to 10% travel is required.

Requirements

Degree or equivalent and typically 9 or more years of relevant experience, including 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 working relationships with diverse internal and external stakeholders.
Advanced communication skills, including fact-based and logical communication, relationship development, presentations, and effective communication of financial results.
Strong executive presence.
Ability to work under pressure and manage multiple 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 with Microsoft Office, including Word, Excel, PowerPoint, and Outlook.
Currently authorized to work in the United States full time without current or future employer immigration support or sponsorship.

Nice To Haves

Pharmaceutical industry experience.

Responsibilities

Lead, coach, manage performance, and develop Support Managers and/or Support Coordinators, building organizational capability and succession readiness.
Set clear 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, including accountability, integrity, collaboration, and disciplined follow-through; communicate progress, risks, and recommendations to senior leaders.
Engage directly in complex, high-impact, or cross-functional escalations and issue resolution.
Identify operational risks, recommend solutions, and proactively address barriers affecting customer and seller success.
Resolve complex problems by balancing speed, accuracy, and business impact.
Partner with senior leaders and cross-functional teams on strategic initiatives, execution planning, and alignment with business priorities.
Lead cross-functional initiatives from problem definition through implementation, aligning stakeholders, managing risks, tracking milestones, and delivering business outcomes.
Use business and operational context to inform prioritization, decision-making, and solution design.
Prepare and deliver structured updates and presentations to senior leaders, translating operational complexity into insights, risks, and recommendations.
Lead operational transformation to simplify processes, improve scalability and customer and seller experiences, and achieve measurable outcomes.
Advance AIM28 objectives by leveraging AI and emerging technologies to simplify work, accelerate execution, foster innovation, and improve results.
Help identify and reduce administrative burden so teams can focus on core selling activities, particularly during periods of change.
Collaborate in evaluating operational impacts of regulatory, contractual, or policy changes and contribute to support approaches that minimize disruption.
Partner with leadership to communicate process changes and operational impacts and support organizational alignment and adoption.
Identify trends, recurring issues, and opportunities in the assigned territory or region.
Analyze operational signals and Salesforce (SFDC) data to understand business impact, customer risk, and sales friction points, and turn insights into recommendations.
Ensure work is accurately captured and managed through SFDC case management, with timely resolution, quality documentation, and adherence to workflows.
Monitor workload, aging cases, and escalation patterns to promote consistent execution and transparency.
Own complex case types and escalated issues, coordinating across functions to deliver timely and effective outcomes.
Build trusted partnerships with Internal Leadership, customers, and internal business stakeholders.
Use operational performance metrics and business insights to influence decisions, prioritize investments, and drive improvements.
Align stakeholders on solutions balancing customer needs, business objectives, and operational sustainability.
Guide stakeholders on contractual requirements, account governance, and operational compliance.