Sr. Director of Business Operations & Implementation id-9456
The Sr. Director of Business Operations & Implementation is a newly created role that will play a critical part in expanding customer and business value through successful scaling and implementation of key initiatives which drive quality improvement, patient outcomes, business differentiation and customer strategy. The role supports BUs across McKesson including PSaS, MMS, CMM and Canada through direct operationalization support and success to key metrics and outcomes.
Reporting directly to the Vice President, Impact Innovation and Activation of the Global Impact Organization, this leader will be responsible for consolidating multiple BU initiatives and programs into one cohesive portfolio, focusing on growth of existing initiatives which have proven success and outcomes while embedding into the key business functions to drive training, account management, and customer success. The role will also include community and business engagement opportunities to create new customer growth and development.
The ideal candidate will have senior-level experience in new business growth and pipeline development. The leader will be responsible for customer experience, customer success, successful scaling and implementation of key initiatives across all BU segments, particularly in the Access to Care, SDoH Solutions and Biopharma Programs. This role will be responsible to continue to create growth and impact which equates to almost $4.2M to be executed on from the business and continue to support the $1B worth of contracts and agreements across the business segments.
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Key Responsibilities
Strategy and Vision
- Establish a clear vision for the operational and implementation strategy aligned to business needs which is also aligned with company values; set specific challenging and achievable objectives and action plans. Deliver against a project roadmap to ensure the solution scaling and operations remains relevant, financially favorable and operationally embedded and sustainable. Develop and implement a comprehensive customer success strategy aligned with the company's goals and objectives. Lead the strategy of operations and implementation of four business units into a unified scaling and implementation success function, ensuring seamless integration and alignment.
Alignment & Acceleration
- Other key areas of alignment with the Activation side of the team will include taking business input to support Activation Design, Promote utilization and engagement in key employee programs- driving adoption and increased volume participation, Stakeholder Reporting through the development, tracking, and reporting of program metrics, project status and health to key stakeholders, performing YOY analysis on program effectiveness and impact.
Leadership and Development
- Oversee the day-to-day operations of project implementation and operational integration into the relevant business. This may require clinical integration, workflow redesign, partner engagement, contractual execution, onsite management, data analysis, technology build and exploration. The role will also support customer implementation, training, communications. Recruit, mentor, and develop a high-performing team, fostering a customer-centric culture and ensuring professional growth. Partner with HR to drive a proactive, ongoing talent strategy specific to Impact innovation & activation.
Customer Engagement & Success
- Build strong relationships with key internal and external customers, understanding their needs, challenges, and goals. Ensure successful project implementation, meeting financial, operational and clinical goals while expanding the growth pipeline and new business development opportunities.
Performance Management
- Establish and track key performance indicators (KPIs) to measure the effectiveness of the programs and customer success function. Continuously analyze customer feedback, clinical, operational and financial data, and trends to identify areas for improvement and innovation.
Cross-Functional Collaboration
- Work closely with clinical, operations, transformation, sales, product development, and other internal teams to ensure a seamless customer journey from implementation to ongoing support. Provide strategic insights and feedback to influence product development and enhancements based on customer needs.
Qualifications
Minimum Requirements
15+ years managerial and healthcare experience in a related field. Strong operational and implementation experience with proven track record of success.
Critical Skills
- Strategic leader with successful track record of driving change and delivering high quality results. INSPIRE. LEVERAGE. ADAVANCE.
- Healthcare Knowledge: knowledge of stakeholders, trends, economic drivers, and policy across healthcare.
- Experience in leadership positions that requires heavy coordination and internal relationship building.
- Demonstrates success in building and leading high functioning teams.
- Experience providing recommendations and guidance to senior leadership on key strategic decisions, initiatives, and associated risk.
Education
Bachelor’s degree in business, healthcare, or related discipline or 10+ years demonstrated experience.
Physical Requirements
- General office demands
- Must have the ability to travel up to 50% of the time
Must be authorized to work in the US. Sponsorship is not available for this position.
