Senior Manager, Customer Support Operations

McKesson

Senior Manager leading Tier 1 customer support operations for McKesson’s healthcare technology platform. Driving Jira-based analytics, AI automation, service improvements, and team development.

Posted 8/19/2026full-timeRemote • Colorado, New Jersey • 🇺🇸 United StatesSenior💰 $87,500 - $145,800 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in leading customer support operations, optimizing Jira Service Management processes, and driving continuous improvement initiatives. Proven ability to develop high-performing teams and utilize analytics for operational performance enhancement.

Highest-signal resume keywords

Customer Support Operations LeadershipJira Service Management ExpertiseOperational Dashboard DevelopmentProcess Improvement InitiativesStakeholder Management Skills

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer Support Strategy DevelopmentCase ManagementPerformance Metrics EstablishmentOperational Efficiency ImprovementAI-Enabled Customer Support SolutionsIncident ManagementService OperationsPredictive AnalyticsSix SigmaLean

Soft Skills

Team LeadershipCoachingCommunication SkillsCross-Functional CollaborationProblem-Solving

Tools & Technologies

JiraJira Service ManagementEazyBIBusiness Intelligence PlatformsAutomation Tools

Industry Keywords

IT Service ManagementSaaSHealthcare TechnologyPharmacy TechnologyEnterprise Software

Tech Stack

Tools & technologies

ITSM

About the role

Key responsibilities & impact

Lead Tier 1 customer support operations, including intake, triage, escalation, case management, and resolution processes
Develop and execute customer support strategies to improve responsiveness, service levels, and customer outcomes
Establish operational standards, workflows, and performance metrics across the support organization
Use support analytics, reporting, and customer feedback to identify trends, reduce recurring issues, and improve operational performance
Own and optimize Jira Service Management processes, dashboards, and reporting routines
Monitor ticket volume, backlog health, response times, resolution times, first-contact resolution, and customer satisfaction KPIs
Partner with Tier 2, Tier 3, Product Management, Engineering, and Operations to improve escalation management and reduce repeat incidents
Drive continuous improvement initiatives that simplify the support experience and reduce customer friction
Identify opportunities for AI, automation, predictive analytics, self-service tools, and intelligent routing
Lead, coach, and develop a high-performing support team
Communicate performance trends, business insights, and improvement opportunities to senior leadership

Requirements

What you’ll need

Degree or equivalent experience
Typically 12+ years of professional experience
4+ years of management experience
Experience leading customer support, service operations, technical support, or help desk teams in a complex technology environment
Experience managing and developing people leaders and/or customer support professionals
Experience using Jira and Jira Service Management platforms
Experience building and utilizing operational dashboards, KPIs, and service performance reporting
Demonstrated success driving process improvements, operational efficiency, and customer satisfaction initiatives
Strong stakeholder management and cross-functional leadership skills
Ability to travel up to 15% as required
Must be able to work at a computer and participate in virtual meetings for extended periods
Preferred: experience with eazyBI or similar business intelligence and analytics platforms
Preferred: experience implementing AI-enabled customer support solutions, automation tools, or predictive analytics capabilities
Preferred: knowledge of IT Service Management (ITSM) practices, incident management, and service operations
Preferred: experience improving customer effort scores, CSAT, SLAs, and first-contact resolution metrics
Preferred: Six Sigma, Lean, continuous improvement, or process optimization experience
Preferred: experience supporting SaaS, healthcare technology, pharmacy technology, or enterprise software environments

Benefits

Comp & perks

Competitive compensation package
Annual bonus or long-term incentive opportunities may be offered
Equal employment opportunities
Reasonable accommodation for applicants with disabilities