Director of Customer Support

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 Director, Product & Customer Support is responsible for enterprise-scale support operations across Customer Support, Tier 1 Service Desk, Tier 2 escalation, Tier 3 Production Support Engineering, and Support Operations & Enablement. This role sets strategy, leads through managers and senior support leaders, owns customer experience and service quality, and ensures scalable, resilient support for Ontada’s product portfolio. The Director partners across Product, Engineering, Infrastructure, Security, Customer Success, US Oncology, McKesson Technology, vendors, and executive leadership to drive clear ownership, reliable service restoration, operational readiness, and customer-centric outcomes.   Leadership Expectations   This leader translates strategy into execution through managers, supervisors, team leads, and cross-functional partners while staying close to critical operations. The Director is accountable for service continuity, organizational performance, risk management, customer trust, and clear communication during escalations, major incidents, releases, audits, support training, and other business-critical event that ultimately drives customers satisfactions.

Set the Product & Customer Support strategy, operating model, organizational structure, and service roadmap aligned to Ontada and McKesson priorities. Lead the tiered support model across Customer Support, Service Desk, Tier 2 escalation, and Tier 3 Production Support Engineering. Govern major incident management, P1/P2 escalation, service restoration, customer communications, RCA/CAPA follow-up, and post-incident improvement. Own customer experience, service desk quality, SLA/ASA performance, backlog management, support KPIs, and continuous improvement. Drive workforce planning, leadership development, succession planning, training, knowledge management, and support readiness. Partner across Product, Engineering, Infrastructure, Security, Customer Success, Implementation, US Oncology, McKesson Technology, and vendors to ensure supportability, ownership clarity, and launch readiness. Oversee ServiceNow, Five9, telephony workflows, reporting, ISO 9001 process documentation, audit readiness, and support tooling governance. Drive automation, self-service, and support scalability for expanding products, customers, and technologies. Additional Responsibilities   Lead executive, customer-facing, and internal communications for critical incidents, training blocks, operational changes, and customer-impacting events. Represent support in security, access management, Okta/NERM/SailPoint, regulatory, compliance, audit, and customer risk discussions. Define and drive ownership and escalation models across internal and external partners. Own resource planning, budget inputs, business cases, and capacity and succession planning for sustainable support operations. Ensure support is engaged early in product, implementation, microservice, and adoption planning so supportability, training, escalation, and ownership are defined before launch.

Degree or equivalent experience. Typically requires 12+ years of professional experience and 4+ years of management experience.

Bachelor’s degree or equivalent experience. Critical Skills   12+ years of professional experience, including 6+ years of