Director, Customer Service

Company: MCKESSON
Location: Richmond
Posted on: May 18, 2025

Job Description:

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.

We are currently seeking a Director of Customer Service to join our team in Richmond, VA.

Position Description:

This position reports to the VP of Extended Care (EC) Customer and Sales Support and will lead a large, nationwide customer service team responsible for ensuring the best possible experience for our Extended Care customers and sales team. Averaging over 71,000 contacts per month, EC Customer Service is responsible for maintaining high service levels, driving customer issues to resolution, and maintaining a well-trained, motivated, and highly capable support team. The key to success in this role is partnership-we are looking for an individual who can partner with customers, sales, and internal teams to drive consensus and action around clearly defined objectives. The objectives will be deepening customer insights and improving team performance through the thoughtful deployment of technology and increasing familiarity and personalization for our customers and sales teams.

Key Responsibilities:

• Oversee a large, nationwide customer service team, ensuring optimal performance and service delivery.
• Maintain high service levels across all customer interactions.
• Implement processes to swiftly address and resolve customer issues.
• Ensure customer satisfaction and retention through effective problem-solving.
• Better align the customer service team structure with the EC sales divisions to enhance operational efficiency.
• Collaborate with customers, sales, and internal teams to achieve consensus on objectives.
• Build strong relationships with key stakeholders to drive action and results.
• Deepen customer insights to tailor services and improve overall customer experience.
• Increase familiarity and personalization for customers and sales teams.
• Thoughtfully deploy technology solutions to improve team performance and service delivery.
• Stay abreast of industry trends and innovations to enhance customer service operations.
• Ensure the customer service team is well-trained, motivated, and highly capable.
• Promote a culture of continuous improvement and learning.
• Monitor and report on team performance metrics, ensuring alignment with company goals.
• Analyze data to identify areas for improvement and implement necessary changes.
  
  Minimum Requirements:
  
  • Degree or equivalent experience. Typically has 12+ years of professional experience and 4+ years management experience.
  • 8 plus years of professional experience in Customer support, Information Technology and/or Data Analytics Positions highly preferred
    
    Education/Training:
    
    • Bachelor's degree in business administration or equivalent field
    • MBA or advanced degree a plus
      
      Business Experience:
      
      • Demonstrated ability to collaborate and build stakeholder consensus
      • Track record of utilizing technology to improve process and/or customer experience
      • Experience leading and motivating remote teams
      • Understanding and experience in a call center environment
      • Experience working directly with customers in a selling or customer support capacity
      • Exceptional communication skills and ability to connect with customers and stakeholders at all organizational levels
      • Healthcare experience a plus
        
        Other Requirements:
        
        Ability to travel up to 50%
        
        Physical Requirements
        General Office Demands
        
        Must be authorized to work in the US. Sponsorship is not available for this position .
        
        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 always be compliant with any applicable regulations. In addition to base pay, other compensation, such as an annual bonus or long-term incentive opportunities may be offered. For more information regarding benefits at McKesson, please click here.
        
        Our Base Pay Range for this position
        
        $116,300 - $193,800
        
        McKesson is an Equal Opportunity Employer
        
        McKesson provides equal employment opportunities to applicants and employees and is committed to a diverse and inclusive environment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, age or genetic information. For additional information on McKesson's full Equal Employment Opportunity policies, visit our Equal Employment Opportunity page.
        
        Join us at McKesson!

Keywords: MCKESSON, Chantilly , Director, Customer Service, Executive , Richmond, Virginia