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Manager, Customer Service

Manager, Customer Service

MCKESSONIrving, TX, United States
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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.

Make a Meaningful Impact at McKesson

Are you a people-first leader with a passion for delivering exceptional customer experiences? McKesson is seeking a Customer Service Manager to lead a high-performing team in our Irving, TX Customer Service Center. In this role, you’ll mentor leaders, drive performance, and help shape a culture of excellence in a fast-paced, customer-focused environment.

Work Environment : Hybrid Schedule

This position follows a hybrid work model based in Irving, TX . While much of the work can be performed remotely, Customer Service Managers are expected to be on-site when needed to :

  • Attend key leadership and team meetings.
  • Participate in and support new hire training for customer service teams.
  • Foster team engagement and collaboration through in-person presence when needed.

This hybrid approach supports both flexibility and the importance of hands-on leadership during critical team development and training periods.

What You’ll Do

‍‍ Team Leadership & Development

  • Lead and support Customer Service Supervisors (CSM1s) and their teams.
  • Recruit, onboard, and develop top talent.
  • Conduct performance reviews, coach for growth, and manage corrective actions.
  • Foster a collaborative, empowered, and inclusive team culture.

    • Customer Experience & Operational Excellence

  • Ensure a seamless 360° support experience by partnering with cross-functional teams.
  • Monitor team performance and customer satisfaction metrics.
  • Analyze customer feedback and implement strategies to improve service quality and loyalty.
  • Serve as the escalation point for complex customer issues, ensuring timely and effective resolution.

    • Performance & Strategy

  • Track and report on key performance indicators (KPIs) for the Customer Service Center.
  • Identify opportunities to improve productivity, service quality, and team engagement.
  • Support financial objectives by managing budgets and resource planning.
  • Lead or contribute to local and national initiatives and projects.

    • ️ Communication & Collaboration

  • Facilitate monthly team meetings and cascade corporate communications.
  • Represent the Customer Service team in leadership and sales meetings.
  • Deliver annual business review presentations and contribute to strategic planning.

    • What You Bring

    Minimum Requirements

  • 6+ years of relevant experience, including 2+ years in a leadership role.

    • Critical Skills

  • Proven ability to lead and develop high-performing teams.
  • Strong business acumen and understanding of customer service operations.
  • Experience managing to metrics and using root cause analysis.
  • Excellent communication, coaching, and conflict resolution skills.
  • Strong Intermediate proficiency in Microsoft Office (Excel, Word, Outlook, PowerPoint).

    • Preferred Attributes

  • Experience with master data systems and customer onboarding processes.
  • Adaptable, solutions-oriented mindset with a strong customer focus.
  • Ability to navigate organizational complexity and drive change.
  • Professional, confident, and engaging presence.

    • Education

  • Bachelor’s degree in Business or related field, or equivalent 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 long-term incentive opportunities may be offered. For more information regarding benefits at McKesson, please click here.

    Our Base Pay Range for this position

    $64,200 - $107,000

    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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    Customer Service Manager • Irving, TX, United States