Job Details

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.

Company Profile

McKesson Corporation is a global leader in healthcare supply chain management solutions, retail pharmacy, community oncology and specialty care, and healthcare information solutions. McKesson partners with pharmaceutical manufacturers, providers, pharmacies, governments, and other organizations in healthcare to help provide the right medicines, medical products, and healthcare services to the right patients at the right time, safely and cost-effectively.

United by our I2CARE shared principles, our employees work every day to innovate and deliver opportunities that make our customers and partners more successful - all for the better health of patients. McKesson has been named a “Most Admired Company” in the healthcare wholesaler category by FORTUNE, a “Best Place to Work” by the Human Rights Campaign Foundation, and a top military-friendly company by Military Friendly. For more info, visit www.mckesson.com.

We take pride in our culture of connection and believe in a workplace where everyone can be their full, authentic self. We welcome and encourage veterans, individuals with disabilities and others with diverse perspectives to join our growing team. Your unique perspective and experience are valuable assets that can translate into a rewarding career path with us.

Job Summary

McKesson is seeking to add an AIM 28 Business Modernization Director.

The AIM 28 Business Modernization Director for Customer Experience will shape how AI transforms McKesson’s end-to-end customer journey. This role focuses on driving outcomes that enhance customer engagement, streamline processes, and deliver measurable improvements in experience. The ideal candidate has experience in AI, transformation work, and strategic implementation, with a strong ability to craft strategy and execute for results.

Key Responsibilities

Product Management 

• Define and execute a roadmap for AI-driven improvements to the customer journey, from onboarding to service delivery. 

• Identify pain points and opportunities to enhance customer interactions using predictive analytics, personalization, and automation. 

• Align customer experience initiatives with broader business objectives and digital transformation goals. 

Program Leadership 

• Lead projects that integrate AI into customer-facing processes, such as self-service tools, support workflows, and proactive engagement. 

• Collaborate with customer-facing teams to ensure consistent and impactful customer experiences. 

• Monitor KPIs related to customer satisfaction, retention, and engagement, and adjust strategies to drive measurable improvements. 

Business Case & Value Realization

• Partner with Finance to develop and maintain robust business cases for initiative. 

• Track KPIs and ensure value realization for customer experience initiatives and provide actionable insights to ensure delivery of expected financial and strategic outcomes.

Stakeholder Engagement

• Champion a customer-first mindset across the organization, promoting adoption of AI-enabled tools that improve service quality. 

• Communicate process changes and AI impacts clearly to stakeholders at all levels. 

• Promote adoption of new processes and foster a culture of continuous improvement. 

• Engage and influence top executives, building trust and credibility to drive adoption of modernization initiatives. 

Documentation & Governance

• Contribute to enterprise process improvement frameworks and best practices. 

• Ensure compliance with data governance, privacy, and ethical AI standards. 

Innovation & Thought Leadership

• Stay current on emerging AI technologies and process improvement methodologies. 

• Recommend innovative solutions and pilot new approaches. 

• Share insights and lessons learned across the organization. 

• Support evaluation of build / buy / partner approaches across technology landscape. 

• Other duties as assigned. 

Education & Minimum Requirements

• Bachelor’s degree in business, engineering, technology, or related field or equivalent experience; advanced degree preferred.

• Typically requires 7+ years of relevant experience. Less years required if has relevant Master’s or Doctorate qualifications.

Critical Skills

• 5+ years of experience in customer experience strategy, digital transformation, or related roles. 

• Demonstrated expertise in business transformation, strategy, or relevant healthcare industry roles. 

Additional Knowledge & Skills

• Excellent communication and stakeholder management skills, with a focus on influencing cross-functional teams. 

• Strong ability to craft strategies that improve customer satisfaction and drive measurable outcomes. 

• Familiarity with AI technologies and their application to customer engagement and service delivery. 

• Proven ability to lead complex projects and workstreams, collaborating with diverse stakeholders to drive results. 

• Skilled at challenging assumptions, probing ideas, and fostering innovative approaches to achieve better business outcomes. 

• Proven ability to create frameworks and synthesize insights across programs, ensuring consistency, alignment, and integration across multiple initiatives. 

• Strong financial acumen, including understanding of financial modeling (e.g., ROI, NPV, IRR, capital allocation). 

• Exceptional communication skills with the ability to craft compelling narratives that influence executive decision-making and alignment. 

• Demonstrated success in driving organizational change, resolving complex issues, and influencing senior stakeholders. 

• Ability to build credibility and rapport with senior leaders, influence without direct authority, and drive cultural and organizational transformation. 

• Thrives in dynamic, evolving environments, quickly adjusting to shifting priorities and taking on new responsibilities to deliver business impact. 

Working Conditions

• Ability to travel 20%.

• Remote work environment.

• Must be authorized to work in the US unrestricted – This position is not eligible for sponsorship.

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

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!