Director of Customer Support

We need to output HTML fragment with sections for headings: About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. Only include sections that have real specific content. We must not repeat job title. Must not include Job ID etc. Must remove boilerplate like EEO, scam warning, etc. Must preserve all substantive info. We need to parse the posting. Let's extract content: First paragraph: "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." That's about the company and role context. Could be "About the role" or maybe "About the company". The instruction says use headings like About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. So we can put that content under

About the role

as prose. Next: "The Director, Product & Customer Support is responsible for enterprise-scale support operations across Customer Support, Tier 1 Service Desk, Tier 2 escalation, Tier 3 Production Support Engineering, and Support Operations & Enablement. This role sets strategy, leads through managers and senior support leaders, owns customer experience and service quality, and ensures scalable, resilient support for Ontada’s product portfolio. The Director partners across Product, Engineering, Infrastructure, Security, Customer Success, US Oncology, McKesson Technology, vendors, and executive leadership to drive clear ownership, reliable service restoration, operational readiness, and customer-centric outcomes." That's responsibilities. Could be part of Responsibilities. Then "Leadership Expectations This leader translates strategy into execution through managers, supervisors, team leads, and cross-functional partners while staying close to critical operations. The Director is accountable for service continuity, organizational performance, risk management, customer trust, and clear communication during escalations, major incidents, releases, audits, support training, and other business-critical event that ultimately drives customers satisfactions." That's also responsibilities. Then "Key Responsibilities" bullet list: - Set the Product & Customer Support strategy, operating model, organizational structure, and service roadmap aligned to Ontada and McKesson priorities. - Lead the tiered support model across Customer Support, Service Desk, Tier 2 escalation, and Tier 3 Production Support Engineering. - Govern major incident management, P1/P2 escalation, service restoration, customer communications, RCA/CAPA follow-up, and post-incident improvement. - Own customer experience, service desk quality, SLA/ASA performance, backlog management, support KPIs, and continuous improvement. - Drive workforce planning, leadership development, succession planning, training, knowledge management, and support readiness. - Partner across Product, Engineering, Infrastructure, Security, Customer Success, Implementation, US Oncology, McKesson Technology, and vendors to ensure supportability, ownership clarity, and launch readiness. - Oversee ServiceNow, Five9, telephony workflows, reporting, ISO 9001 process documentation, audit readiness, and support tooling governance. - Drive automation, self-service, and support scalability for expanding products, customers, and technologies. Then "Additional Responsibilities" bullet list: - Lead executive, customer-facing, and internal communications for critical incidents, training blocks, operational changes, and customer-impacting events. - Represent support in security, access management, Okta/NERM/SailPoint, regulatory, compliance, audit, and customer risk discussions. - Define and drive ownership and escalation models across internal and external partners. - Own resource planning, budget inputs, business cases, and capacity and succession planning for sustainable support operations. - Ensure support is engaged early in product, implementation, microservice, and adoption planning so supportability, training, escalation, and ownership are defined before launch. Then "Minimum Requirement Degree or equivalent experience. Typically requires 12+ years of professional experience and 4+ years of management experience." Then "Education Bachelor’s degree or equivalent experience." Then "Critical Skills" list (looks like bullet list but not bullet). Let's extract: - 12+ years of professional experience, including 6+ years of progressive people leadership and experience leading through managers or senior leaders. - Demonstrated ability to lead enterprise initiatives, manage risk, influence senior stakeholders, and guide customer-impacting incident response in a regulated technology environment. - Availability for critical incidents, releases, customer escalations, and other business-critical events that may require after-hours or weekend support. - Proven success in customer experience leadership, service quality, escalation management, and white-glove support design and execution. - Strategic support transformation, tiered support ownership, automation, and scalable operating model design. - Major incident management and service restoration leadership. - Operational governance, KPI/SLA/CSAT/ASA management, backlog controls, reporting, and continuous improvement. - Support tooling, ServiceNow, Five9, knowledge management, ISO 9001 processes, and audit/compliance awareness. - Enterprise stakeholder influence, people leadership through managers, succession planning, workforce strategy, and change leadership. Then "Additional Skills" list: - Experience leading enterprise-scale customer support, service desk, escalation, or production support organizations. - Healthcare technology, oncology, SaaS, life sciences, EMR/EHR, interoperability, microservices, database-driven applications, or clinical workflow experience preferred. - Experience partnering across Product, Engineering, Infrastructure, Security, Customer Success, implementation teams, vendors, and shared service organizations. - Ability to translate complex technical issues into clear customer, executive, and operational communications. Then "Physical Requirements General Office Demands Up to 20% Travel" Then "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 $110,300 - $183,800" Thus we have Pay info: Base Pay Range $110,300 - $183,800. Also mention other compensation like annual bonus or long-term incentive. Benefits: mention "For more information regarding benefits at McKesson, please click here." Not specific benefits listed. Should we include Benefits section? The instruction: never create Benefits section unless posting actually states them. It says "For more information regarding benefits at McKesson, please click here." That's a statement that benefits exist but not detailed. Is that enough? It says "never emit a heading followed by filler/placeholder text (e.g. 'commensurate with experience', 'not specified', 'N/A', 'varies', 'TBD')". The phrase "For more information regarding benefits at McKesson, please click here." is not specific benefit details; it's a placeholder. Likely we should not create Benefits section because no concrete benefits listed. However we could include a short paragraph referencing that benefits info is available via link. But that might be considered filler. Safer to omit Benefits section. Schedule: Not mentioned except maybe travel up to 20% but not schedule. No schedule info. So omit Schedule. Now we need sections: About the role, Responsibilities, Requirements, Qualifications, Skills, Pay. Possibly also "Additional Responsibilities" could be merged into Responsibilities. We'll combine all responsibilities into one

. Requirements: Minimum Requirement: Degree or equivalent experience. Typically requires 12+ years of professional experience and 4+ years of management experience. Education Bachelor’s degree or equivalent experience. Qualifications: Might be similar to Requirements? The instruction includes both Requirements and Qualifications headings. We need to decide what goes where. Usually Requirements are mandatory; Qualifications are preferred. In posting, we have "Minimum Requirement" and "Education". Then "Critical Skills" and "Additional Skills" could be Qualifications or Skills. We'll treat "Critical Skills" and "Additional Skills" as Skills. Requirements: degree/experience, years. Qualifications: maybe none separate; but we could put Education under Qualifications? However Education is already in Requirements. Could treat Requirements as the mandatory experience/education, and Qualifications as maybe none. But we must not create empty sections. So we may omit Qualifications if no distinct content. However we have "Critical Skills" and "Additional Skills" which are skills. So we will have Skills section. Thus sections: About the role, Responsibilities, Requirements, Skills, Pay. Check if any other sections like Benefits? We'll omit. Now craft HTML. We need

About the role

then

with the company intro paragraph. Then

Responsibilities

then
• items combining all responsibilities bullet points (including leadership expectations? We'll incorporate them as bullet points). We'll list each bullet as separate
• . Ensure we preserve all details. Let's compile responsibilities list: From earlier paragraphs: - Responsible for enterprise-scale support operations across Customer Support, Tier 1 Service Desk, Tier 2 escalation, Tier 3 Production Support Engineering, and Support Operations & Enablement. - Sets strategy, leads through managers and senior support leaders, owns customer experience and service quality, ensures scalable, resilient support for Ontada’s product portfolio. - Partners across Product, Engineering, Infrastructure, Security, Customer Success, US Oncology, McKesson Technology, vendors, and executive leadership to drive clear ownership, reliable service restoration, operational readiness, and customer-centric outcomes. - Translates strategy into execution through managers, supervisors, team leads, and cross-functional partners while staying close to critical operations. - Accountable for service continuity, organizational performance, risk management, customer trust, and clear communication during escalations, major incidents, releases, audits, support training, and other business-critical events that ultimately drives customer satisfaction. Then Key Responsibilities bullets (8 items). Then Additional Responsibilities bullets (5 items). We'll combine all. Let's list them: 1. Set the Product & Customer Support strategy, operating model, organizational structure, and service roadmap aligned to Ontada and McKesson priorities. 2. Lead the tiered support model across Customer Support, Service Desk, Tier 2 escalation, and Tier 3 Production Support Engineering. 3. Govern major incident management, P1/P2 escalation, service restoration, customer communications, RCA/CAPA follow-up, and post-incident improvement. 4. Own customer experience, service desk quality, SLA/ASA performance, backlog management, support KPIs, and continuous improvement. 5. Drive workforce planning, leadership development, succession planning, training, knowledge management, and support readiness. 6. Partner across Product, Engineering, Infrastructure, Security, Customer Success, Implementation, US Oncology, McKesson Technology, and vendors to ensure supportability, ownership clarity, and launch readiness. 7. Oversee ServiceNow, Five9, telephony workflows, reporting, ISO 9001 process documentation, audit readiness, and support tooling governance. 8. Drive automation, self-service, and support scalability for expanding products, customers, and technologies. 9. Lead executive, customer-facing, and internal communications for critical incidents, training blocks, operational changes, and customer-impacting events. 10. Represent support in security, access management, Okta/NERM/SailPoint, regulatory, compliance, audit, and customer risk discussions. 11. Define and drive ownership and escalation models across internal and external partners. 12. Own resource planning, budget inputs, business cases, and capacity and succession planning for sustainable support operations