Summary:
Directs the enterprise customer service strategy to deliver predictable outcomes across Service Level Agreements, quality, and cost-to-serve. Oversees omnichannel operations, tooling, and analytics to improve first‑contact resolution, cycle times, and customer satisfaction at scale. Drives policy, standards, and controls that ensure regulatory, contractual, and privacy compliance across all service processes. Oversees the operating model, budgets, and capacity plans to align resources, technology, and partners to demand. Directs talent strategy, performance management, and succession planning to build high‑performing, compliant, and customer‑centric teams.

Responsibilities:

• Directs the multi‑year customer service strategy and operating model to achieve Service Level Agreements, Customer Satisfaction/Net Promoter Score, First Contact Resolution, Average Handle Time, utilization, and quality targets.
• Oversees nationwide or global omnichannel operations and platforms to standardize processes, reduce variability, and scale best practices.
• Drives policy, procedure, and control governance to ensure audit‑ready compliance with regulatory, contractual, and privacy requirements.
• Oversees financial management including budgets, forecasts, vendor spend, and cost‑to‑serve optimization with clear Return on Investment accountability.
• Directs transformation initiatives spanning self‑service, automation, AI/analytics, and knowledge management to remove demand and improve experience.
• Oversees enterprise incident, escalation, and risk management to protect continuity and restore service within defined thresholds.
• Directs workforce strategy, performance management, succession planning, and talent decisions to build capacity and capability for growth.

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Education:

• Bachelor's degree in business administration, operations management, information systems, or a related field required.
• Master's degree in business administration, operations management, information systems, or a related field preferred.
  

Experience:

• 10+ years of experience in customer service operations, contact center management, or a related field required.
• 5+ years of experience in a management capacity required.
• Certification in ITIL 4 Managing Professional, Customer Operations Performance Center Customer Experience Operations Leader, Project Management Professional or PRINCE2 or equivalent certification preferred.

What Cencora offers

​Benefit offerings outside the US may vary by country and will be aligned to local market practice. The eligibility and effective date may differ for some benefits and for team members covered under collective bargaining agreements.

Affiliated Companies

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.

Cencora is committed to providing reasonable accommodations to individuals with disabilities during the employment process which are consistent with legal requirements. If you wish to request an accommodation while seeking employment, please call 888.692.2272 or email hrsc@cencora.com. We will make accommodation determinations on a request-by-request basis. Messages and emails regarding anything other than accommodations requests will not be returned