Customer Service Manager, Ambulatory Care West

McKesson is an impact-driven, Fortune 10 company that touches virtually every aspect of healthcare. We are known for delivering insights, products, and services that make quality care more accessible and affordable. Here, we focus on the health, happiness, and well-being of you and those we serve – we care.

What you do at McKesson matters. We foster a culture where you can grow, make an impact, and are empowered to bring new ideas. Together, we thrive as we shape the future of health for patients, our communities, and our people. If you want to be part of tomorrow’s health today, we want to hear from you.

Current Need: McKesson’s Customer Experience leadership team is growing! We are seeking an experienced Customer Service leader to join our Ambulatory Care group in managing our western teams. To best serve our customers and align with our strategic goals, we prefer qualified candidates currently living in Arizona in and around Phoenix or California near Chino.

Position Summary: The Customer Service Manager oversees both direct and indirect personnel, ensuring the delivery of exceptional service to our customers while fostering a culture of collaboration, accountability, and continuous improvement. The ideal candidate will be an experienced and strategic leader with a passion for developing talent and driving performance. You will mentor and empower customer service leaders, cultivating an environment that encourages independence, innovation, and operational excellence. This role requires strong cross-functional collaboration with internal McKesson teams and external stakeholders, including key customers and field representatives.

Key Responsibilities:

• Regional Leadership & Strategy: Direct customer service operations across the Western Region, aligning teams with McKesson’s service standards and business objectives. Lead strategic initiatives to enhance service delivery, operational efficiency, and customer satisfaction.

• Team Development & Performance Management: Mentor and support customer service leaders and staff through hiring, training, coaching, performance evaluations, and compensation planning. Foster a culture of empowerment, collaboration, and continuous improvement.

• Customer Experience & Issue Resolution: Act as the escalation point for complex internal and external customer issues, ensuring timely and effective resolution. Build strong relationships with key customers and McKesson representatives to drive loyalty and satisfaction.

• Operational Excellence: Oversee daily operations of the Customer Service Team, ensuring compliance with policies and regulatory standards. Monitor KPIs and call center metrics, implementing improvements to meet or exceed performance targets.

• Financial Oversight: Adhere to departmental budgets and financial goals, identifying cost-saving opportunities and contributing to overall business performance.

• Communication & Collaboration: Facilitate regular team meetings, cascade corporate initiatives, and participate in leadership forums. Represent customer service in cross-functional projects and sales meetings, contributing insights and driving alignment.

Minimum Requirements:
6+ years of professional experience

0-2 years of supervisory experience

Basic Required Skills:

• 6+ years customer service experience and demonstrated leadership skills

• Experience in strategic planning and execution

• Experience cross collaborating with other internal stakeholders

• Proven successful in driving performance while providing coaching and guidance

• Conflict resolution and de-escalation

• Call center operations and workforce management

• KPI monitoring and reporting (e.g., CSAT, AHT, FCR)

• Process improvement (Lean, Six Sigma, etc.)

Education:

• Education/Training – 4-year degree in business or related field or equivalent experience

Additional Preferred Skills:

• Business Acumen
• Aptitude in Human Resource
• Leadership
• Adaptive and solutions-based approach to working with customers/sales teams

We are proud to offer a competitive compensation package at McKesson as part of our Total Rewards. This is determined by several factors, including performance, experience and skills, equity, regular job market evaluations, and geographical markets. The pay range shown below is aligned with McKesson's pay philosophy, and pay will