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The Senior Operations Manager, Specialty Support Services leads specialized Technical Support teams that handle advanced support, escalations, technical programs, electronic inventory programs, and dedicated customer support. This role manages multiple Supervisors and is accountable for team performance, service quality, customer experience, and operational improvement.

Direct Reports: 3

In-Direct Reports: ~40

**Must be located in either the Alpharetta, GA or Fort Worth, TX areas**

This leader is part of the Technical Support leadership team and helps execute key initiatives, improve processes, support automation opportunities, and ensure specialty teams are operating effectively.

The role requires a balance of daily operational oversight, people leadership, and project execution to improve efficiency and customer outcomes.

Key Responsibilities

Strategic Leadership

• Support priorities and direction for specialty support services.

• Lead initiatives that improve customer experience, service quality, productivity, and business results.

• Partner with Technical Support leadership on operating model improvements and organizational changes.

• Identify, prioritize, and support automation opportunities that reduce manual effort and improve team efficiency.

• Help communicate the value and impact of Technical Support services across the business.

Operational Excellence

• Oversee specialty support functions and ensure teams meet operational goals.

• Define and track key metrics, productivity targets, service levels, and quality expectations.

• Improve processes, reduce handoffs, and standardize work where appropriate.

• Support readiness for new products, services, customer programs, and business initiatives.

• Review performance trends and address gaps with Supervisors.

Performance & Accountability

• Hold Supervisors accountable for team performance, employee engagement, service quality, productivity, and development.

• Set clear expectations, goals, and follow-up routines across specialty teams.

• Maintain reporting that shows team performance, workload, project status, and business impact.

• Build a culture of ownership, follow-through, and accountability.

Automation & Business Transformation

• Work with Product, Technology, Operations, and business partners to evaluate and implement automation solutions.

• Support process redesign and workflow improvements that make work easier and more efficient.

• Track and communicate the results of automation and improvement efforts.

People Leadership

• Lead, coach, and develop Supervisors and emerging leaders.

• Support succession planning and leadership development within the team.

• Encourage collaboration, problem solving, and continuous improvement.

• Promote knowledge sharing across specialty teams.

Brand Growth & Service Expansion 

• Increase awareness of Technical Support services and capabilities across the organization.

• Identify opportunities to expand specialty services and improve customer adoption.

• Share team results, success stories, and measurable business impact.

• Help promote the long-term direction of the Technical Support organization.

Minimum Requirement

Degree and typically requires 9+ years of professional experience and 1+ years of supervisory and/or management experience.

Education

Bachelor's degree or equivalent experience.

Critical Skills

• 9+ years of leadership experience in Technical Support, Operations, Contact Center, Customer Success, or a related function.

• 1+ years leading managers or multiple operational teams.

• Experience leading cross-functional projects or organizational change.

• Experience managing operational metrics, workforce performance, service quality, and productivity goals.

• Strong analytical and problem-solving skills.

Salary: 87,500.00 - 116,600.00 - 145,800.00 USD Annual with 15% MIP

Target comp approx.~100-116K with 15% MIP

M3

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

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McKesson provides equal employment opportunities to applicants and employees, without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, age, genetic information, or any other legally protected category. For additional information on McKesson’s full Equal Employment Opportunity policies, visit our Equal Employment Opportunity page.

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