Customer Systems & Maintenance Support Director

Summary:

Under general direction of the VP, Customer Systems and Maintenance Support, the Director of Customer Systems and Maintenance Support is responsible for leading the team that successfully collaborates on customer license renewals, eligibility, and data governance across internal and external stakeholders. This role implements policies and processes to ensure consistent, high-quality delivery of customer solutions and support with a focus on providing an improved customer experience. This role requires a strategic leadership mindset that insures alignment with the organization's business goals and objectives.

Primary Duties and Responsibilities:

• Directly manages the License Renewal, Corporate Customer Maintenance, and Data Governance teams' execution customer solution implementations, training and complex issue resolution

• Manages and facilitates a variety of special projects, including enterprise strategic initiative (from business case through implementation) as assigned by the VP of Customer Systems and Maintenance Support ensuring successful completion

• Proactively identifies potential risk(s) associated with initiatives/objectives; develops and implements strategies to mitigate identified risks; manages issue resolution process

• Responsible for Data Quality and Audits to support enhanced customer maintenance and onboarding support

• Responsible for management of product access to our customers for a portfolio of Cencora's specialty business Productivity

• Develops metrics, tracks activity, and defines solutions to improve productivity and the customer experience

• Manages the overall performance of staff members to ensure compliance with goals, policies and practices and approved Customer Systems and Maintenance Support (CSMS) processes

• Collaborates with process team in the development, review and continuous improvement of CSMS policies, procedures and service standards, including process and policy development and documentation

• Identifies and investigates opportunities to standardize/improve processes as well as implement system enhancements for the areas that are supported by the team

• Provides subject matter expertise regarding customer-facing processes and solutions in support of ABDC and/or Sales Shared Services initiatives

• Subject matter expert for development of CSMS training program including both onboarding of new associates as well as continuous education for system enhancements and identified best practices

• Responsible for enforcing standards and coaching associates

Required Skills and Qualifications:

• Requires broad training in fields such as business administration, accountancy, sales, marketing, computer sciences or similar vocations generally obtained through completion of a four-year bachelor's degree program and equivalent combination of experience and education

• Normally requires six (6) years directly related and progressively responsible experience

• Ability to communicate effectively both orally and in writing

• Strong analytical and problem-solving skills Through knowledge and understanding of business principles, processes and technology

• Strong technical understanding of support technologies, contact methods (phone, email, knowledge base, virtual agent), measurement systems and training programs

• Ability to exercise independent judgment and creative problem-solving techniques in a highly complex environment using leading-edge technology

• Demonstrated capability to staff and develop high performing teams

• Strong organizational skills; attention to detail, exceptional project management skills

• Ability to execute large-scale projects from design through implementation

• Ability to present and discuss technical information in a manner that establishes understanding for technical and non- technical audiences

• Excellent analytical, conceptual and problem-solving skills to evaluate technical problems and apply knowledge to identify appropriate solutions

• Ability to resolve associate issues effectively and efficiently

• Strong computer skills in order to operate effectively with company systems and programs; knowledge of Microsoft Word, Excel and PowerPoint

• Master data management experience preferred

• Process improvement background preferred (i.e. Lean Six Sigma)

• Strong interpersonal skills

We provide compensation, benefits, and resources that enable a highly inclusive culture and support our team members' ability to live with purpose every day. In addition to traditional offerings like medical, dental, and vision care, we also provide a comprehensive suite of benefits that focus on the physical, emotional, financial, and social aspects of wellness. This encompasses support for working families, which may include backup dependent care, adoption assistance, infertility coverage, family building support, behavioral health solutions, paid parental leave, and paid caregiver leave. To encourage your personal growth, we also offer a variety of training programs, professional development resources, and opportunities to participate in mentorship programs, employee resource groups, volunteer activities, and much more. For details, visit https://www.virtualfairhub.com/cencora

*This Salary Range reflects a National Average for this job. The actual range may vary based on your locale. Ranges in Colorado/California/Washington/New York/Hawaii/Vermont/Minnesota/Massachusetts/Illinois State-specific locations may be up to 10% lower than the minimum salary range, and 12% higher than the maximum salary range.

Cencora is committed to providing equal employment opportunity without regard to race, color, religion, sex, sexual orientation, gender identity, genetic information, national origin, age, disability, veteran status or membership in any other class protected by federal, state or local law.

The company's continued success depends on the full and effective utilization of qualified individuals. Therefore, harassment is prohibited and all matters related to recruiting, training, compensation, benefits, promotions and transfers comply with equal opportunity principles and are non-discriminatory.

Cencora is committed to providing reasonable accommodations to individuals with disabilities during the employment process which are consistent with legal requirements. If you wish to request an accommodation while seeking employment, please call 888.692.2272 or email hrsc@cencora.com. We will make accommodation determinations on a request-by-request basis. Messages and emails regarding anything other than accommodations requests will not be returned

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