Senior Customer & Sales Support Strategy & Delivery

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. Shape the Future of Customer Experience Strategy & Delivery Are you passionate about turning data into insights, insights into strategy, and strategy into meaningful business outcomes? McKesson is seeking a strategic and analytically driven leader to help shape the future of Customer Experience Strategy & Delivery. In this role, you will partner with senior leaders to identify transformational opportunities, develop business cases and strategic recommendations, and lead initiatives that enhance customer experience, operational efficiency, and long-term business performance. This is an opportunity to influence enterprise priorities, solve complex business challenges, and drive impactful change across the organization. Job Summary: This role exists to help shape where Customer & Sales Support is going over the next 3–5 years, grounded in data, customer needs, operational realities, and enterprise priorities. The role informs strategy by developing insights, options, business cases, and recommendations, and translates that strategy into action by leading a portfolio of transformative initiatives. It serves as a thought partner to senior leaders and as connective tissue between long-term direction and near-term execution, while operating in close partnership with Business, Operations, and IT stakeholders who hold decision rights for enterprise strategy and technology direction. Key Responsibilities Strategy Formulation & Strategic Planning Lead development and ongoing refinement of a multi-year CSS strategic roadmap aligned to MMS priorities, customer needs, and operational goals Identify and assess future-state opportunities across customer experience, service operations, AI, automation, and technology enablement Synthesize quantitative and qualitative data into strategic options, business cases, recommendations, and clear executive-ready narratives Facilitate alignment with senior stakeholders to support prioritization, sequencing, and decision-making on strategic initiatives Partner with Business, Operations, and IT leaders to translate approved enterprise and functional strategies into CSS initiatives and execution plans AI, Automation & Technology Enablement Identify, frame, and prioritize AI, automation, and technology-enabled opportunities that improve customer experience, efficiency, and service effectiveness Partner with IT and business stakeholders to assess feasibility, define business requirements, and support implementation planning for approved solutions Ensure CSS execution remains aligned to MMS architecture, governance, and technology decisions established by IT and Business partners Transformation Leadership & Execution Lead execution of 1–3 major transformation initiatives aligned to CSS and MMS priorities, with responsibility for scope, milestones, governance, and outcomes Drive cross-functional delivery across operating model, process, customer experience, service design, and technology-enabled change Manage risks, dependencies, tradeoffs, change impacts, and implementation readiness across multiple stakeholder groups Escalate issues with clear recommendations, structured options, and a strong point of view while aligning with final decision-makers Executive Communication & Stakeholder Engagement Prepare and deliver high-impact communications, presentations, and materials for VP+ and executive audiences Build trusted relationships across Business, Operations, IT, and enabling functions to mobilize action and sustain momentum without formal authority Minimum Requirements 7+ years of relevant experience Compensation This position offers a competitive compensation package, including a base salary of approximately $145,000 , a 15% target annual incentive , and participation in a long-term incentive program . Preferred Critical Skills Advanced Data Analysis, Insights Generation & Data Storytelling SQL Proficiency and Self-Service Data Exploration Business Case Development, Financial Analysis & ROI Assessment Advanced Excel Proficiency for Analysis and Modeling Advanced PowerPoint Proficiency and Executive Presentation Development Executive Communication and Presentation of Recommendations to Senior Leadership Strategic Planning, Roadmap Development & Strategic Problem Solving Business Transformation and Cross-Functional Program Leadership Stakeholder Management, Influence & Executive Partnership Structured Analytical Thinking and Data-Driven Decision Making Additional Skills Management Consulting or Corporate Strategy Experience Customer Service, Contact Center, or Call Center Operations Experience Market Research and Customer Insights Analysis AI, Automation, or Emerging Technology Initiatives Cost-Benefit Analysis and Value Realization Measurement for Technology Investments Process Improvement, Operational Excellence, or Service Design Experience We are proud to offer a competitive compensation package at McKesson as part of our Total Rewards. This is determined by several factors, including performance, experience and skills, equity, regular job market evaluations, and geographical markets. The pay range shown below is aligned with McKesson's pay philosophy, and pay will always be compliant with any applicable regulations. In addition to base pay, other compensation, such as an annual bonus or