Director, Operational Enablement and Excellence

About the role

The Director, Operational Enablement & Excellence at CoverMyMeds leads the strategies, teams, and capabilities that enable workforce performance across the Patient Access & Innovation Team (PAIT). This leader oversees Training, Quality, PAIT Intelligence, Contact Center Technology, Communications, Engagement, and Employee Development functions while building the capabilities, systems, and governance required to enable high-performing human and digital workforces across PAIT.

Key responsibilities

• Provides leadership to the Enablement & Excellence teams. Works with Sr. Managers and internal business partners to set strategy and deliver superior services to the organization
• Senior leader oversight of peak season (Blizzard) logistics for PAIT; included but not limited to coordination of requisitions, financial approvals, asset management & planning, seasonal roles and any additional Blizzard requirements that may come up
• Leads enterprise enablement strategy and serves as a trusted advisor to operational, product, technology, and digital strategy leaders on workforce performance, adoption, and organizational effectiveness initiatives
• Establish governance frameworks that ensure quality, compliance, performance, and operational effectiveness across both human and technology-enabled service delivery models
• Designs, governs, and optimizes workflows that effectively integrate employees, outsourcing partners, technology platforms, automation solutions, and AI-enabled capabilities
• Oversee the Contact Center Technology and the related internal and external business relationship (i.e. Five9, Calabrio, Neustar, Citrix, Omnissa, KMS, etc.)
• Monitors business key performance indicators (KPI's) to ensure contractual goals are being met. This includes financial (budget), business (customer) and organizational (employee) objectives

Minimum requirements

• 4-year degree in related field or equivalent experience, and typically requires 12+ years of professional experience and demonstrated leadership skills including minimum of 4+ years managerial experience
• Experience in the healthcare industry at a minimum, with preferred focus on specialty pharmaceuticals, payer policy, prior authorization, and/or coverage appeals
• Experience managing large scale contact center teams
• Experience in continuous change management
• Experience analyzing operational data and developing recommended strategies
• Experience in budget, staffing and profitability models
• Experience leading digital transformation, technology adoption, automation initiatives, or AI-enabled workforce solutions within a large-scale operational environment
• Experience in AI governance and Quality assurance

Preferred skills

• Experience preparing written reports and presentations for management and client communications
• Experience in program implementation, maintenance, and restructure
• Ability to apply Contact Center and Customer Service best practices and standard policies
• Strong problem solving and decision-making skills
• Ability to effectively handle multiple priorities within a changing environment
• Strong oral and written communication skills across all levels of the organization
• Experience in forecasting, budgeting, staffing and profitability model

Working conditions

• Ability to travel up to 25% to customer sites, meetings, conferences, etc.

Compensation

We are proud to offer a competitive compensation package at McKesson as part of our Total Rewards. Our Base Pay Range for this position is $134,300 - $223,800. In addition to base pay, other compensation, such as an annual bonus or long-term incentive opportunities may be offered.