AIM 28 Business Modernization Director

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.

Company Profile

McKesson Corporation is a global leader in healthcare supply chain management solutions, retail pharmacy, community oncology and specialty care, and healthcare information solutions. McKesson partners with pharmaceutical manufacturers, providers, pharmacies, governments, and other organizations in healthcare to help provide the right medicines, medical products, and healthcare services to the right patients at the right time, safely and cost-effectively.

United by our I2CARE shared principles, our employees work every day to innovate and deliver opportunities that make our customers and partners more successful - all for the better health of patients. McKesson has been named a “Most Admired Company” in the healthcare wholesaler category by FORTUNE, a “Best Place to Work” by the Human Rights Campaign Foundation, and a top military-friendly company by Military Friendly. For more info, visit www.mckesson.com.

We take pride in our culture of connection and believe in a workplace where everyone can be their full, authentic self. We welcome and encourage veterans, individuals with disabilities and others with diverse perspectives to join our growing team. Your unique perspective and experience are valuable assets that can translate into a rewarding career path with us.

Please Note - This is an Evergreen requisition that will be used to fill current and/or future opportunities across McKesson as they become available.

Job Summary

McKesson is seeking to add an AIM 28 Business Modernization Director.

The AIM 28 Business Modernization Director for Customer Experience will shape how AI transforms McKesson’s end-to-end customer journey. This role focuses on driving outcomes that enhance customer engagement, streamline processes, and deliver measurable improvements in experience. The ideal candidate has experience in AI, transformation work, and strategic implementation, with a strong ability to craft strategy and execute for results.

Key Responsibilities

Product Management  

• Define and execute a roadmap for AI-driven improvements to the customer journey, from onboarding to service delivery. 

• Identify pain points and opportunities to enhance customer interactions using predictive analytics, personalization, and automation. 

• Align customer experience initiatives with broader business objectives and digital transformation goals. 

Program Leadership  

• Lead projects that integrate AI into customer-facing processes, such as self-service tools, support workflows, and proactive engagement. 

• Collaborate with customer-facing teams to ensure consistent and impactful customer experiences. 

• Monitor KPIs related to customer satisfaction, retention, and engagement, and adjust strategies to drive measurable improvements. 

Business Case & Value Realization 

• Partner with Finance to develop and maintain robust business cases for initiative. 

• Track KPIs and ensure value realization for customer experience initiatives and provide actionable insights to ensure delivery of expected financial and strategic outcomes.

Stakeholder Engagement 

• Champion a customer-first mindset across the organization, promoting adoption of AI-enabled tools that improve service quality. 

• Communicate process changes and AI impacts clearly to stakeholders at all levels. 

• Promote adoption of new processes and foster a culture of continuous improvement. 

• Engage and influence top