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$197,425–$267,342.
Based on 240 similar postings.
Employer
About McKesson Corporation
McKesson Corporation is a premier American healthcare services company that distributes pharmaceuticals, medical-surgical supplies, and provides technology to the healthcare industry.
McKesson Corporation currently has
88 open roles
on FindRole.
Listed pay typically runs
$126,400–$208,450
across 58 roles with salary data.
Director of Customer Support
The Director of Customer Support leads enterprise-scale support operations, including the Service Desk, Tier 2 escalation, and Tier 3 Production Support Engineering. This leader establishes the strategy, operating model, and service roadmap while managing through a hierarchy of managers and senior leaders to ensure scalable, resilient support for the Ontada product portfolio. Daily responsibilities involve governing major incident management, overseeing service restoration, managing SLAs/ASAs, and driving workforce planning and knowledge management. The role requires expertise in ServiceNow, Five9, telephony workflows, and ISO 9001 process documentation. Key competencies include risk management, executive communication, and cross-functional partnership with Engineering, Security, and Product teams. This position addresses the challenge of providing high-quality, white-glove support within a regulated technology environment involving complex systems like microservices, database-driven applications, and clinical workflows to ensure seamless service continuity for healthcare customers.
Define the strategy, operating model, and roadmap for enterprise-scale product and customer support operations.
Manage a tiered support structure including Service Desk, escalation teams, and production engineering.
Govern major incident management, service restoration, and post-incident improvement processes.
Oversee customer experience metrics including SLA/ASA performance, backlog management, and quality improvements.
Drive workforce planning, leadership development, training, and knowledge management for support teams.
Partner with cross-functional departments to ensure product launch readiness and technical supportability.
Manage support tooling governance, including ServiceNow, telephony workflows, and ISO 9001 compliance.
Implement automation and self-service solutions to scale support for expanding products and technologies.
What we're looking for
Bachelor's degree or equivalent experience.
12+ years of professional experience including 6+ years of progressive people leadership and leading through managers.
Demonstrated ability to lead enterprise initiatives, manage risk, influence senior stakeholders, and guide incident response in a regulated environment.
Proven success in customer experience leadership, service quality, escalation management, and white-glove support design.
Expertise in major incident management, service restoration, and operational governance including KPI/SLA/CSAT/ASA management.
Proficiency with ServiceNow, Five9, knowledge management, and ISO 9001 processes.
Experience leading enterprise-scale customer support, service desk, or production support organizations (preferred).
Experience in healthcare technology, oncology, SaaS, life sciences, EMR/EHR, or clinical workflows (preferred).
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