Director, B2B eCommerce Product and Platform Operations

Job Title: Director - B2B eCommerce Product and Platform Operations

Job Location: Irving, TX (Hybrid role)

Current Need:

Mckesson is looking for an experienced professional to fill our Director - B2B eCommerce Product and Platform Operations role to lead our "Connect" operations and ensure seamless delivery of products and platform services. This is a strategic leadership position responsible to oversee product and platform operations, service management, release management, and best practice methodologies ensuring alignment with business goals and driving technology operational excellence. The Director, within B2B eCommerce Experience Technology of Pharmaceutical Solutions and Services Business Unit (PSaS), is accountable for the relationship and performance of products and platform managed services partners, product development teams and McKesson Technology leadership.

This Service Leader serves as a key technology partner for the PSaS CIO, and focal leader for multi-disciplinary technology initiatives serving this business unit. Reporting to the VP - B2B Ecommerce Experience Technology, this position is responsible for ensuring that technology products and client services are operationally aligned with industry best practices, optimized for efficiency, and positioned to support the organization's strategic goals. The ideal candidate will be a change agent with a deep understanding of technology best practices, product and platform services management, and a proven track record of leading technology service improvement initiatives.

Key Responsibilities:

Product and Platform Operations

• Develop and implement the operations and service delivery strategy for Connect B2B eCommerce business in alignment with McKesson Technology (MT) and business objectives.

• Provide strategic operations direction with a focus on performance, security, scalability, and cost-effectiveness.

• Oversee the operations of Product support & delivery, platform infrastructure and integrations, including networks, servers, and cloud services.

• Maintain executive relationship of Managed Service Providers, ensuring the effective delivery of outsourced services and solutions in line with established KPIs, KRAs and other metrics.

• Manage the execution of technology service delivery processes, including incident management, problem management, change management, and service request fulfillment.

• Guide senior leadership in driving continuous improvement in service delivery through regular review and optimization of processes and tools.

• Establish strong relationships across both business and technology leadership; engage and align key stakeholders; establish cadence and agenda for key leadership meetings.

• Develop and maintain professional relationships with third parties, centers of excellence, and owners of various information systems to resolve complex issue and improve service delivery.

• Manage escalations / appeal from clients in a timely and professional matter while reinforcing company culture / policies and controlling McKesson risk of non-compliance / lawsuit. Guided by PSaS's priorities, create user-centric digital products that can be scaled globally by leveraging the leading technologies, advanced algorithms and latest user research

• Play a pivotal role in product and platform operation activities and long-term initiative planning and collaboration across the PSaS organization

• This leader will ensure the end-to-end platform experience, deliver operationally high-quality products as part of the DevSecOps process, and have accountability for our business operations

• Develop automation and continuous improvement strategy utilizing industry standards

• Interact with executives across the company to lead the narrative around product and platform operations

• Lead the identification, development, and implementation of best practice methodologies. Ensure alignment with industry standards and organizational goals.

• Cultivate continuous improvement in technology services, focusing on enhancing efficiency, reliability, and user satisfaction.

• Implement strategies to streamline operations and leverage technology to meet business needs.

• Develop key performance indicators (KPIs) to measure the effectiveness of implemented best practices and technology services. Utilize feedback and data-driven insights to drive ongoing improvement.

• Ensure compliance with governance frameworks and compliance controls to ensure adherence to best practices, regulatory requirements, and industry standards within technology services.

• Develop and expand PSaS capabilities through a customer obsessed, services-driven digital solutions platform that leverages data and AI to deliver automated and personalized experiences

• Manage and appropriately escalate delivery impediments, risks, issues, and changes tied to the engineering initiatives to the stakeholders

• Stay informed of market best practice and applicable laws.

• Ensure documentation of process and procedures.

eCommerce

• Lead PSaS' digital commerce operations strategy, including e-commerce, headless-commerce, and digital initiatives

• Provide strategic and tactical guidance to PSaS team members on digital commerce initiatives

• Work closely with PSaS leadership team to ensure operational alignment with the company's overall strategy and initiatives

Innovation

• Lead product support and workflows bringing to bear data processing, machine learning, generative AI and agentic frameworks in Operations

• A strong passion for understanding new technologies and adept at conveying their value to business executives and software development leaders.

• Expertise and in-depth knowledge of supporting and operationalizing IoT-Powered Virtual Hospitals And Telemedicine 2.0 integrated into eCommerce platform;

• Experience and understanding of Virtual Healthcare Assistants

Team Leadership

• Institute, build and maintain trusting relationships with peer group in PSaS to align on, and enable, a consistent and scalable engagement model driving differentiation in the marketplace setting McKesson apart from our competitors. Sharing of best practices and collaboration across teams and subset groupings of customers is imperative.

• Consistently demonstrate McKesson's I2CARE and ILEAD principles. Hire, lead, mentor, develop and inspire a team of direct reports resulting in a high performing and engaged team. Create career pathing mechanisms into and out of the segment through employee development and empowerment.

• Foster a collaborative and inclusive team environment, encouraging open communication, knowledge sharing and continuous learning through regular team meetings. Manage team performance, lead by example, provide constructive feedback, facilitate IDP development and conduct performance reviews. Effectively manage and resolve all people related issues while ensuring compliance with all company and regulatory policies and requirements.

Minimum Qualifications:

• Minimum of 15+ years of Product and Platform Operations, technology management experience

• 10+ years of diversified leadership, planning, communication, organization and people motivation skills.

• Proven track record of managing large-scale technology platform and product services delivery in a global organization.

• Experience in supporting and operationalizing at least 2-3 large scale high volume transactional platforms

• Expertise in maintaining Microservices architecture-based ordering platform with integrations using APIs

• 8+ years' experience managing people with 2+ years of managing multiple managers/teams

• Commanding knowledge of eCommerce, headless and Composable Commerce

• Experience with Azure, Google Cloud, and cloud specific PaaS and SaaS solutions

Critical Skills

• Strong knowledge of ITIL or similar service management frameworks.

• Experience in operationalizing great "products" to support holistic customer experience

• Oversee a team of specialists, providing guidance and support to ensure effective performance.

• Work closely with third-party manages services providers and internal teams.

• Strong interpersonal skills, ability to navigate through a complex and matrixed organization

• Demonstrated ability to provide thought leadership, think strategically, and influence cross-functionally.

• Outstanding relationship skills with strong executive presence.

• Excellent presentation and communication skills (written and verbal).

Education

• Bachelor's degree in information technology, Computer Science, Business Administration, or related field (or equivalent experience);

• Advanced degree or professional certifications in IT service management or related areas preferred.

Physical Requirements: General Office Demands

Candidate must be authorized to work in the U.S, now or in the future, without the support from McKesson.

Relocation is NOT budgeted for this position.