Customer Onboarding & Integration Operations Lead

<div><div><div><div><div><div><div><div><div><div><div><div><div><div><p>Our team members are at the heart of everything we do. At Cencora, we are united in our responsibility to create healthier futures, and every person here is essential to us being able to deliver on that purpose. If you want to make a difference at the center of health, come join our innovative company and help us improve the lives of people and animals everywhere. Apply today!</p></div></div></div></div></div></div></div></div></div></div></div></div></div></div><p></p><p></p><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><div><h1><b>Job Details </b></h1></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div></div><p></p><p></p><div><div><p>This role is in support of Cencora's veterinary and livestock production solutions marketed through our MWI Animal Health business. MWI Animal Health is a leading brand of Cencora, offering animal health services globally.</p><p></p><p></p></div><div><p><span><span>The<span> </span><b><span>Customer Onboarding &amp; Integration Operations Lead</span></b><span> </span>plays a critical role in driving operational excellence for processes supporting the setup and ongoing maintenance of MWI customers. In this role, you will<span> </span></span><span>utilize</span><span><span> </span>dashboards and key performance indicators to monitor performance, identify trends, and provide actionable insights that refine processes and enhance the customer experience. A key focus will be on developing and managing a robust quality assurance program to ensure high standards of service and operational efficiency. This position is ideal for someone with a strong customer focus, a passion for continuous improvement, and a data-driven approach to optimizing processes.</span></span><span> </span></p><p></p></div><p><b><span>Primary Duties and Responsibilities</span><span>:</span></b></p><p><span> </span></p><div><p><span><span>Workforce Management</span></span><span> </span></p></div><div><ul><li><p><span><span>Collaborate with the Customer Onboarding &amp; Integration Manager to monitor queues and take</span><span><span> </span>appropriate actions to ensure service level goals are met while maximizing operational efficiency.</span></span><span> </span></p></li></ul></div><div><ul><li><p><span><span>Prioritize and triage cases across the team, ensuring timely resolution and proactively addressing<span> </span></span><span>at-risk work to meet service level objectives.</span></span><span> </span></p></li></ul></div><div><ul><li><p><span><span>Act as the escalation point for urgent requests and follow-ups, ensuring prompt and effective resolution.</span></span><span> </span></p></li></ul></div><div><ul><li><p><span><span>Analyze historical data to forecast workload spikes and prepare the team for increased demand.</span></span><span> </span></p></li></ul></div><div><p><span> </span></p></div><div><p><span><span>Data &amp; Reporting</span></span><span> </span></p></div><div><ul><li><p><span><span>Monitor and maintain dashboards to identify trends and opportunities for improvement.</span></span><span> </span></p></li></ul></div><div><ul><li><p><span><span>Track and analyze team performance metrics,<span> </span></span><span>providing</span><span><span> </span>actionable insights and recommendations to drive efficiency and effectiveness.</span></span><span> </span></p></li></ul></div><div><ul><li><p><span><span>Standardize reporting processes and prepare regular performance reports for leadership and stakeholders.</span></span><span> </span></p></li></ul></div><div><p><span> </span></p></div><div><p><span><span>Quality assurance / coaching</span></span><span> </span></p></div><div><ul><li><p><span><span>Champion<span> </span><span><span>a consistent quality assurance program by monitoring customer interactions and evaluating performance against established standards and policies.</span></span><span> </span></p></li></ul></div><div><ul><li><p><span><span>Translate<span> </span></span><span>quality assurance</span><span><span> </span>data into actionable insights and develop targeted documentation to address and bridge knowledge gaps.</span></span><span> </span></p></li></ul></div><div><p><span> </span></p></div><div><p><span><span>Operational Excellence &amp; Compliance </span></span><span> </span></p></div></div><div><div><ul><li><p><span><span>Ensure processes and workflows align with organizational policies and regulatory requirements.</span></span><span> </span></p></li></ul></div><div><ul><li><p><span><span>Identify inefficiencies in case management processes and implement improvements to enhance team productivity and effectiveness. </span></span><span> </span></p></li></ul></div><div><ul><li><p><span><span>Proactively identify potential compliance issues and implement preventative measures to minimize risk.<