Sr. Manager, Account Management & Operations

McKesson is an impact-driven, Fortune 10 company that touches virtually every aspect of healthcare. We are known for delivering insights, products, and services that make quality care more accessible and affordable. Here, we focus on the health, happiness, and well-being of you and those we serve – we care.

What you do at McKesson matters. We foster a culture where you can grow, make an impact, and are empowered to bring new ideas. Together, we thrive as we shape the future of health for patients, our communities, and our people. If you want to be part of tomorrow’s health today, we want to hear from you.

This role offers location flexibility and is open to candidates across the United States.

Candidates based in the Dallas–Fort Worth (DFW) area will be hired in a hybrid capacity and are expected to work onsite at our Las Colinas office a minimum of two (2) days per week, with the remaining days worked remotely. Specific in‑office days may be designated based on team needs and business priorities.

About the Role:

The Senior Manager of Account Operations (SMAO) is responsible for leading, optimizing, and transforming customer-facing support operations within the Community, Pharmacy and Health segment by ensuring customers receive exceptional experience throughout their lifecycle. This role leads Support Managers and/or Support Coordinators, providing strategic direction, operational leadership, coaching, and talent development while fostering a culture centered on customer advocacy, responsiveness, and service excellence.

The role partners closely with internal stakeholders at all levels and across departments to resolve escalations, protect modeled financials, ensure contract-aligned account setup, resolve complex operational challenges, and drive sustainable business outcomes. This role is accountable for driving customer satisfaction, resolving complex customer challenges, protecting customer relationships, and delivering consistent, high-quality support experiences.

The role serves as a trusted operational leader, driving continuous improvement, operational transformation, and organizational change while fostering a culture of accountability, collaboration, innovation, and performance excellence. This role requires a confident leadership presence and the ability to influence, communicate, and present effectively at all levels of the organization, including senior leadership.

What You'll Do:

People Leadership & Team Management

• Provide leadership, coaching, performance management, and talent development for Support Managers and/or Support Coordinators, while building organizational capability and succession readiness.

• Set clear expectations and hold the team accountable for service quality, timeliness, and operational rigor.

• Balance effective delegation with personal ownership of critical deliverables, escalations, and sensitive issues.

• Demonstrate consistent LEADRx execution by modeling accountability, integrity, collaboration, and disciplined follow-through, while effectively communicating progress, risks, and recommendations to senior leaders to support informed decision-making.

Issue Resolution & Escalation Management

• Maintain direct engagement in escalations and issue resolution, particularly for complex, high-impact, or cross-functional issues.

• Acts as a strategic partner to by identifying operational risks, recommending solutions, and proactively addressing barriers impacting customer and seller success.

• Provide resolution across a diverse range of complex problems, exercising judgment to balance speed, accuracy, and business impact.

Strategic Initiatives & Project Leadership

• Partner with senior leadership and cross-functional teams to support strategic initiatives, contributing to execution planning and alignment with business priorities.

• Lead cross-functional initiatives from problem definition through implementation, ensuring alignment of stakeholders, management of risks, achievement of milestones, and delivery of business outcomes.

• Apply business and operational context to help inform prioritization, decision-making, and solution design in partnership with stakeholders.

• Prepare and deliver clear, structured updates and presentations to senior leaders, translating operational complexity into concise insights, risks, and actionable recommendations.

Process Improvement & Change Enablement

• Leads operational transformation initiatives that simplify processes, improve scalability, enhance customer and seller experiences, and drive measurable business outcomes.

• Advance AIM28 objectives by leveraging AI and emerging technologies to simplify work, accelerate execution, foster innovation, and enable the team to deliver results that matter for customers, sales partners, and the business.

• Support Internal Leadership by helping identify and reduce administrative burden, enabling teams to stay focused on core selling activities, especially during periods of change.

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