Customer Onboarding & Integration Operations Lead

Job Details

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.

Primary Duties And Responsibilities

• Collaborate with the Customer Onboarding & Integration Manager to monitor queues and take appropriate actions to ensure service level goals are met while maximizing operational efficiency.
• Prioritize and triage cases across the team, ensuring timely resolution and proactively addressing at-risk work to meet service level objectives.
• Act as the escalation point for urgent requests and follow-ups, ensuring prompt and effective resolution.
• Analyze historical data to forecast workload spikes and prepare the team for increased demand.
• Monitor and maintain dashboards to identify trends and opportunities for improvement.
• Track and analyze team performance metrics, providing actionable insights and recommendations to drive efficiency and effectiveness.
• Standardize reporting processes and prepare regular performance reports for leadership and stakeholders.
• Champion a consistent quality assurance program by monitoring customer interactions and evaluating performance against established standards and policies.
• Translate quality assurance data into actionable insights and develop targeted documentation to address and bridge knowledge gaps.
• Ensure processes and workflows align with organizational policies and regulatory requirements.
• Identify inefficiencies in case management processes and implement improvements to enhance team productivity and effectiveness.
• Proactively identify potential compliance issues and implement preventative measures to minimize risk.
• Assist with projects aimed at ensuring customer accounts remain in good standing and comply with regulatory/legal standards.

Experience And Education Requirements

• Experience with implementing and monitoring KPIs.
• Hands-on experience with customer communication, onboarding workflows, and regulatory compliance processes.
• Bachelor’s degree in data analytics, business analytics, computer science, information systems, statistics, mathematics, business administration, or a related field, or equivalent experience required.
• 4+ years of experience in business intelligence, data analytics, reporting, data visualization, analytics engineering, or a related field required.
• Certifications in dashboard development, SQL, data modeling, analytics engineering, or data governance practices preferred.

Minimum Skills, Knowledge, And Ability Requirements

• Strong analytical skills with expertise in data analysis and auditing.
• Customer-focused mindset with a passion for delivering exceptional customer experiences and a keen attention to detail.
• Excellent problem-solving abilities, with a proactive and solution-oriented approach.
• Demonstrated success in driving quality assurance-driven behavioral changes across teams.

What Cencora offers

• Compensation, benefits, and resources that enable a highly inclusive culture and support team members' ability to live with purpose every day.
• A comprehensive suite of benefits focusing on physical, emotional, financial, and social wellness.
• Support for working families, including backup dependent care, adoption assistance, infertility coverage, family building support, behavioral health solutions, paid parental leave, and paid caregiver leave.
• Variety of training programs, professional development resources, and opportunities for mentorship, employee resource groups, volunteer activities, and more.

Pay

Full time Salary Range: $73,600 - 147,290. This Salary Range reflects a National Average for this job. The actual range may vary based on your locale. Ranges in Colorado/California/Washington/New York/Hawaii/Vermont/Minnesota/Massachusetts/Illinois State-specific locations may be up to 10% lower than the minimum salary range, and 12% higher than the maximum salary range.

Equal Employment Opportunity

Cencora is committed to providing equal employment opportunity without regard to race, color, religion, sex, sexual orientation, gender identity, genetic information, national origin, age, disability, veteran status or membership in any other class protected by federal, state or local law. The company’s continued success depends on the full and effective utilization of qualified individuals. Therefore, harassment is prohibited and all matters related to recruiting, training, compensation, benefits, promotions and transfers comply with equal opportunity principles and are non-discriminatory.

Associated Companies

Affiliated Companies: MWI Veterinary Supply Company