Director, Product Delivery & Customer Support

About McKesson Compile

Established in 1833, McKesson is a US Fortune 10 global leader in healthcare supply chain management solutions, retail pharmacy, healthcare technology, community oncology, and specialty care. We partner with life sciences companies, manufacturers, providers, pharmacies, governments, and other healthcare organizations to help provide the right medicines, medical products, and healthcare services to the right patients at the right time, safely and cost effectively.

Based in Bangalore India, McKesson Compile’s data is a comprehensive, full linked system of record for the US Healthcare market, with intelligence on 2M+ healthcare professionals (HCPs) and over 800K facilities. Compile’s data includes high capture medical and pharmacy claims, closed capture Medicare claims (100%), along with best-in-class provider affiliations and customer master.

At McKesson we deliver careers with purpose and potential. Our focus on better health starts with creating an inclusive environment with strong values where you can build a fulfilling career. You can count on us to provide you with resources and opportunities to grow and be your best, while contributing to our pursuit of improving lives.

Director, Data Product Delivery and Customer Support

McKesson Compile

Current Need

The Director of Delivery and Support for McKesson Compile is a pivotal leadership role within our organization. This individual will be responsible to lead a team of dedicated Data Experts and Customer Support team members overseeing the delivery of our data products, supporting our sales teams and customers through the commercialization life cycle, ensuring exceptional customer support. This is a critical team at McKesson Compile and a key differentiator in how we serve our customers. The team sits within the Customer Success org, and the role reports into the Head of Customer Success. The Director will work closely with cross-functional teams, including Product Development, Sales, Engineering, and other Customer Success teams to ensure that our customers receive the highest level of service and support. This role requires a strategic thinker with a strong background in the US healthcare data, project management, and customer service.  We are looking for an experienced leader to help us scale and continue to deliver premium support services and respond with agility to our evolving customer needs.

Job Responsibilities

• Lead and manage a team, including hiring, onboarding, training, coaching and maintain strong employee engagement levels fostering a culture of excellence, collaboration, and continuous improvement
• Manage day-to-day activities to ensure that our clients receive exceptional support, highest standards of quality, accuracy, and completeness, and resolve any issues or concerns in a timely and effective manner, as stated in the SLAs 
• Anticipate and approach customer issues with a customer-first mindset and direct the team to proactively respond to customer needs and resolve pain points while improving customer satisfaction 
• Develop, implement, and codify customer support processes and procedures, continually refining them to improve efficiency and effectiveness 
• Continuously track leading indicators, analyze data points to understand the team performance and customer satisfaction, and develop plans to improve KPIs 
• Bring a technology first mindset to identify opportunity to drive scale and performance improvement 
• Collaborate with Head of Customer Success to establish and maintain clear goals and performance metrics for the team regularly reviewing progress and making adjustments as needed
• Strategically identify, prioritize, develop, and execute strategic plans for the Delivery and Support function
• Act as a key point of contact for high-priority US based clients, building strong relationships and ensuring their needs are met
• Translate customer engagement into insights and influence products, processes, and technology team to execute on the insights
• Drive cross-functional collaboration across teams to ensure that the Data and Delivery Support team has the tools and the knowledge to perform at its highest level
• Demonstrate excellent communication skills in both oral and written word and the ability to develop rapport and credibility in working with and presenting to senior stakeholders
• Stay up to date with US healthcare data industry, with a focus on US biopharma, ensuring superior understanding of customer use cases and responding and resolving customer queries in a timely manner 

What makes you a strong fit:

• You are a strong and inspiring leader – you are approachable and lead with empathy
• Collaboration excites you and you are good at connecting the dots and driving continuous improvement
• You have strong attention to detail, stellar project management, delivering projects on time and within budget 

• “Customer-first” is how you think naturally – and are committed to delivering the highest level of support

• You are curious and analytical; you get to the root of the problem quickly and can identify issues before they become red flags and take proactive actions

• You are known for your interpersonal skills, and quickly build high performing relationships with internal and external stakeholders

• You are a lifelong learner, tracking of relevant market dynamics, regulatory requirements and industry standards, practices, in healthcare data

• You enjoy a fast-paced, dynamic environment, comfortable working with unknowns, managing multiple priorities and deadlines

Minimum Requirements

• 10+ years of leadership experience in US Healthcare data industry focused on Pharmaceutical and Life Sciences Customers

• Experience working for Consulting, Pharmaceutical, or Data companies focused on US Healthcare and Pharmaceutical Space with growing responsibilities
• Proven track record of successful managing complex healthcare projects, customer support teams in a high growth environment and delivering exceptional customer support
• Hands on experience working with Real World Data (Pharmacy claims, Medical claims, EHR, SDOH) and/or Provider Data) and Master Data Management
• Strong background in project management methodologies, Customer Support best practices
• Successful track record of thriving in customer facing roles with increasing responsibility 

Technical Qualifications

• Proficiency and expertise in the below tools is a must to succeed in this role: 
  • Customer management and project management software and tools (e.g., Hub Spot, Sales Force, Microsoft Project, JIRA, Confluence, etc.). 
  • SQL, Python and familiarity and proven experience in data analytics and analysis 
  • Data Analysis and visualization using Tableau, Power BI, etc.
  • Microsoft Suite: Power point, Excel, Outlook 
• Understanding of healthcare data standards and interoperability
• Familiarity with regulatory requirements related to healthcare data

Education

• Bachelor's degree in healthcare management, Information Technology, Computer Science, Business Administration, Biochemical, Biopharmaceutical or a related field from top tier universities
• Advanced degree in public health, Data Science, Data Analysis, Pharmacology or other relevant fields highly preferred

Physical Requirements

Hybrid work environment, 2-3 days a week in office in Bengaluru, Karnataka, India

Flexibility and willingness to overlap with the US working hours

General office demands, Occasional travel, approximately 10-20%

Compensation and Benefits

Include information about pay and comprehensive benefits package

About McKesson Corporation

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. Our enterprise consists of the following businesses:

• Pharmaceutical Solutions and Services (PSaS)
• Medical Surgical Solutions (MMS)
• CoverMyMeds (CMM)
• McKesson International (Europe and Canada)

McKesson draws upon its rich and nearly 200-year history to serve as the central nervous system of the US healthcare, touching nearly 1/3 of all pharmaceuticals used each day in North America, leading as the 4th largest pharmacy chain, and serving as the #1 distributor in Oncology and key specialties. Most recently, McKesson has been awarded the honor and public health responsibility of serving as the centralized distributor of the COVID 19 vaccine(s) and all associated ancillary products and supplies.

We deliver careers with purpose and potential. Our focus on better health starts with creating an inclusive environment with strong values where you can build a fulfilling career. You can count on us to provide you with resources and opportunities to grow and be your best, while contributing to our pursuit of improving lives.

What sets McKesson apart as an exceptional place is our people. Our employees understand that together, unified by our global i²care values, we fulfil our mission and uphold our reputation as a trusted partner to our customers and their patients. Our i²care values are foundational to all that we do, and who we are as a company.

Integrity – We do What’s right

Inclusion –We embrace and respect each other as we are

Customer First – We succeed when our customers succeed

Accountability – We take personal responsibility for our actions and our work

Respect – We treat people with dignity and respect

Excellence – We insist upon quality

About McKesson Compile

McKesson Compile’s data is a comprehensive, full linked system of record for the US Healthcare market, with intelligence on 2M+ healthcare professionals (HCPs) and over 800K facilities. Compile’s data includes high capture medical and pharmacy claims, closed capture Medicare claims (100%), along with best-in-class provider affiliations and customer master. The linked data enables commercial teams to move beyond the traditional approaches that only rely on claims volumes. Our innovations include - Best-in-class provider affiliations - Fully linked data across claims, affiliations, customer master and more - Cleansed, normalized and analytics-ready patient-level data.

McKesson is an Equal Opportunity Employer

McKesson provides equal employment opportunities to applicants and employees and is committed to a diverse and inclusive environment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, age or genetic information. For additional information on McKesson’s full Equal Employment Opportunity policies, visit our Equal Employment Opportunity page.

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.

Join us at McKesson!