Senior Operations Manager

McKesson

. Lead specialized Technical Support teams handling advanced support, escalations, technical programs, electronic inventory programs, and dedicated customer support .

Posted 10/22/2026full-timeFort Worth • Texas • United StatesSenior💰 $87,500 - $145,800 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates extensive leadership experience in Technical Support and Operations, with a focus on managing teams, improving service quality, and driving productivity. Proven ability to implement automation solutions and enhance customer experience through effective metrics tracking and process improvement.

Highest-signal resume keywords

Leadership Experience in Technical SupportOperational Metrics ManagementCross-Functional Project LeadershipSupervisory ExperienceAnalytical and Problem-Solving Skills

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Operational MetricsProcess ImprovementAutomation SolutionsPerformance TrackingCustomer Experience Enhancement

Soft Skills

Coaching and DevelopmentCollaborationProblem SolvingContinuous ImprovementKnowledge Sharing

Industry Keywords

Technical SupportOperationsContact CenterCustomer SuccessService Quality

About the role

Key responsibilities & impact

Lead specialized Technical Support teams handling advanced support, escalations, technical programs, electronic inventory programs, and dedicated customer support
Manage multiple Supervisors and oversee approximately 40 indirect reports
Support priorities and direction for specialty support services
Lead initiatives improving 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
Oversee specialty support functions and ensure teams meet operational goals
Define and track metrics, productivity targets, service levels, and quality expectations
Improve processes, reduce handoffs, and standardize work
Support readiness for new products, services, customer programs, and business initiatives
Review performance trends and address gaps with Supervisors
Hold Supervisors accountable for performance, engagement, service quality, productivity, and development
Maintain reporting on team performance, workload, project status, and business impact
Evaluate and implement automation solutions with Product, Technology, Operations, and business partners
Lead, coach, and develop Supervisors and emerging leaders
Support succession planning and leadership development
Encourage collaboration, problem solving, continuous improvement, and knowledge sharing
Increase awareness and adoption of Technical Support services
Identify opportunities to expand specialty services and improve customer adoption
Share team results, success stories, and measurable business impact

Requirements

What you’ll need

Degree and typically 9+ years of professional experience
1+ years of supervisory and/or management experience
Bachelor's degree or equivalent experience
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
Must be located in either the Alpharetta, GA or Fort Worth, TX areas

Benefits

Comp & perks

Competitive compensation package as part of Total Rewards
Annual bonus or long-term incentive opportunities may be offered
15% MIP
Equal employment opportunities
Reasonable accommodation for job search or application