Sr. Manager, Specialty Customer Programs
McKesson

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.

The Sr. Manager, Specialty Customer Programs will own the implementation and operations of the Fair Share and Auto Substitution programs for the Provider Solutions (specialty clinics) business and help to shape the program strategy. The Fair Share program is designed to balance and optimize service levels on supply-constrained specialty products and the Auto Substitution program enables the multisource portfolio strategy, ensuring customers receive the lowest priced available product while maintaining consistent supply and gross profit margin.

The Fair Share program also requires review of allocations and all blocked orders throughout the day through a Fair Share Exception queue in Salesforce.com. Managing the queue is primarily the responsibility of Fair Share analysts and will be supported by the Sr. Specialty Customer Programs Manager.

These programs are implemented through SAP and Salesforce.com with reporting and analysis within Excel, Tableau, and Power BI. The ideal candidate will be adept at understanding process flows and systems design and use the various tools and settings available within the software systems to identify tradeoffs between multiple approaches and choose the best based on the desired outcomes.

There is also a significant customer service component as two of the key stakeholder groups are Customer Care and Sales who interface directly with customers and will bring concerns and escalations to the Sr. Manager.

Key Responsibilities

Fair Share

• Determine and implement allocation strategies for high-risk drugs prone to supply disruption, in collaboration with the Portfolio Director and Sr. Drug Shortage Risk Advisor.
• Handle Fair Share Exception escalations from the analysts or other stakeholders for generic, brand, and biosimilar drugs.
• Coordinate scheduling for - and Provide backup support to - the Fair Share Exception queue during analyst PTO and at times of high volume - This will require working the mid-shift to 7:30pm CST at least twice monthly.

Auto Substitution

• Sell the value of the Auto Substitution program and increase customer enrollment through Customer Care, Sales, and Marketing teams, as well as limited direct customer interaction.
• Manage limited customer-level exceptions within Auto Substitution product groups.
• Coordinate with clinical and payer specialists to determine optimal timing of Auto Substitution additions for newly launched oral drugs.
• Oversee the clinical approval process for Auto Substitution product additions and the building out of the tables in SAP.
• Initiate and approve customer communications for products added and removed from Auto Substitution.

Both Programs

• Educate internal stakeholders (Sales, Customer Care, Portfolio Management, etc.) and be the primary point of contact representing the programs to these groups.
• Share weekly and monthly updates on key performance metrics and be able to articulate the drivers behind the metrics.
• Update and develop appropriate reporting for program auditing and sharing relevant information across the teams and SPP leadership and internal and external customers.
• Maintain marketing collateral used for both internal and external stakeholders.
• Regularly audit customer programs to ensure they're meeting the intended goals.
• Ensure customers are properly onboarded to Auto Substitution and Fair Share programs.
• Identify opportunities for improvements to the processes and programs.

Other responsibilities as assigned.

Minimum Requirement

Degree or equivalent and typically requires 7+ years of relevant experience.

Critical Skills

• 7+ years' experience, preferably in operations or program/project management.
• 5+ years' experience performing operational analysis.
• 5+ years' experience organizing and analyzing data.
• Customer Service experience preferred.

Additional Skills

• Customer service mindset
• Extensive experience with SAP and detailed understanding of logical process flow and system design
• Understanding of pharmaceutical supply chain, purchasing and/or distribution concepts
• Demonstrated Excel skills with the ability to build and/or enhance current complex models
• Excellent verbal and written communication skills
• Ability to function in a fast paced, matrixed environment

Salary: 120,400.00 - 160,500.00 - 200,600.00 USD Annual

P4

Environment (Office, warehouse, etc.)

General office

Up to 10% travel expected depending on location.

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 long-term incentive opportunities may be offered. For more information regarding benefits at McKesson, please click here.

Our Base Pay Range for this position

$120,400 - $200,600

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.

Join us at McKesson!

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