Senior Director, Agentic Service Experience

About the role

The Senior Director, Agentic Service Experience is responsible for standing up, leading, and scaling McKesson’s Agentic Service Experience function. This role defines the vision, strategy, and execution approach for this new function that both runs and continuously improves AI-powered service capabilities across email, chat, and voice.

Responsibilities

• Lead multiple interdependent Agentic capability areas, ensuring alignment across Product Management, Performance & Quality, Knowledge Architecture, and Process Engineering

• Direct and develop first- and second-line leaders, establishing clear accountability for each capability area while driving integrated outcomes

• Set and evolve the operating model for Agentic services, ensuring consistency in delivery, governance, and performance across all teams

• Act as the single accountable leader for end-to-end Agentic outcomes, balancing competing priorities across functions and driving enterprise-level decisions

• Serve as the owner for Agentic service performance and outcomes across NAPS CxO contact centers to start

• Own the senior business relationship with Sierra. Hold the vendor accountable for performance commitments and roadmap delivery at the senior level

• Represent agentic service to CxO and NAPS leadership. Provide credible, data-driven narratives on what agents are doing, what they are producing, and what needs investment or change

• Optimize the AI tool interface for representatives and SMEs. Ensure agent-assist surfaces, intent context, and recommended actions are usable, accurate, and trusted by frontline teams

• Own the end-to-end agent product and function, define and prioritize the improvement backlog, drive release and change control decisions, and hold Sierra and McKesson Technology accountable for delivery

• Own and manage the full Agentic service function budget across people, external services, and AI-related investments

• Own and manage the full Agentic service function budget across people, external services, and AI-related investments

• Establish pillar governance and operating standards. Document how the capability runs: how new use cases get approved, how performance is reported, how issues are escalated, how releases happen

• Own the human-AI handoff design with the Process & Journey Engineer. Define what context, intent, and prior steps transfer when the agent escalates to a representative

• Own the AI guardrails and escalation criteria in partnership with the AI Performance & Quality Analyst and Responsible AI partners. Ensure agents operate within risk and compliance boundaries

• Own change control for agent releases. Establish go / no-go criteria, fallback protocols, and post-launch monitoring for each new capability

• Report agent performance to CxO and NAPS leadership. Surface agent performance, release activity, and roadmap status to the VP of CxO and broader NAPS leadership on a regular cadence, including risks and decisions that require leader attention

Requirements

• Degree or equivalent experience. Typically requires 13+ years of professional experience and 6+ years of diversified leadership, planning, communication, organization, and people motivation skills (or equivalent experience)

• MBA or equivalent advanced degree

• 13+ years of professional experience, including 7+ years of product management experience, and 3+ years owning AI, conversational AI, automation, or contact center technology products in a customer-facing operational context

• 6+ years of experience leading teams or managing people in a product, operations, or technology environment

• Demonstrated ownership of a product or capability where success was measured in operational outcomes (containment, deflection, automation rate, resolution accuracy, customer satisfaction at handoff) rather than feature delivery alone

• Hands-on experience with at least one conversational or agentic AI platform deployed at enterprise scale (e.g., Sierra, Salesforce Agentforce, Google CCAI, Amazon Lex, Cognigy, Ada, Intercom Fin, Kore.ai)

• Experience translating frontline, QA, and customer feedback into a prioritized product backlog and shipping improvements on a regular release cadence

• Strong cross-functional collaboration skills with the ability to partner credibly with engineering, operations, QA, frontline supervisors, and senior business leaders

• Analytical fluency: comfortable defining metrics, instrumenting performance dashboards, interpreting data, and making evidence-based prioritization decisions

• Demonstrated judgment in ambiguous, fast-moving environments where requirements evolve as the product learns

Preferred Qualifications

• Direct experience with the Sierra platform or a comparable agentic AI platform deployed at enterprise scale

• Contact center, customer service, or BPO domain experience, particularly in healthcare, life sciences, or regulated industries

• Familiarity with responsible AI principles, AI governance frameworks, and risk and compliance considerations for AI deployed in regulated customer interactions

• Experience working alongside or in partnership with management consulting firms or transformation programs