Gestionnaire principal(e), Service à la clientèle / Senior Manager, Custome

at  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.

QUALIFICATIONS :

Formation et expérience :

• Bilingue (français et anglais).
• Formation pertinente et 5 à 7 ans d’expérience en service à la clientèle ou dans un domaine connexe.
• Plus de 3 ans d’expérience en gestion d’équipes.
• Expérience dans l’industrie pharmaceutique, commerce de gros, en pharmacie de détail ou en milieu hospitalier est un atout.
• Expérience avec des syndicats et des milieux syndiqués est un atout.

Compétences et aptitudes :

• Compétences éprouvées en planification stratégique et en exécution.
• Excellentes capacités d’organisation, de gestion du temps et de développement d’équipe.
• Compétences exceptionnelles en communication et présentation, à l’écrit comme à l’oral.
• Capacité démontrée à gérer plusieurs priorités et à s’adapter rapidement dans un environnement dynamique.
• Orienté vers le client avec une approche professionnelle pour gérer les clients exigeants.
• Esprit analytique avec une expertise en amélioration des processus et en résolution de problèmes.
• Maîtrise avancée des produits MS Office (PowerPoint, Excel, Word, Project, Visio).

Le/la titulaire de ce poste aura à soutenir de façon quotidienne des clients internes et/ou externes à l’extérieur du Québec et/ou aux États-Unis. Par conséquent, ce poste requiert une maîtrise de l’anglais à l’écrit et à l’oral. Veuillez noter que le nombre de postes dont les tâches requièrent une connaissance de la langue anglaise a été restreint dans la mesure du possible.

JOB SUMMARY:

The Senior Manager will oversee the Quebec region’s inbound customer care operations (calls, chats, emails, and other contact center activities) for both B2B and B2C customers. This role is accountable for leading a high-performing team, including people leaders, to deliver exceptional customer experiences while driving satisfaction, loyalty, and growth. The Senior Manager will develop and execute strategies that enhance staff effectiveness, optimize processes and systems, and maintain service excellence.
The incumbent will also take ownership of complex and recurring customer issues, implement effective solutions, and ensure customers achieve maximum value from services provided, fostering long-term retention. This position requires cross-functional collaboration with key departments such as Sales Operations, Account Management, Business Development, Communications, Quality, and Operations/Transportation to deliver seamless customer experiences.

QUALIFICATIONS:

Education & Experience:

• Bilingual (French and English).
• Relevant education and 5–7 years of experience in Customer Care/Service or a related field.
• 3+ years of experience managing teams.
• Industry experience in pharmaceuticals, wholesale, retail pharmacy, or hospital settings is an asset.
• Experience working with unions and a unionized workforce is an asset.

Skills & Competencies:

• Proven strategic planning and execution skills.
• Strong organizational, time management, and team development abilities.
• Exceptional communication and presentation skills, both written and verbal.
• Demonstrated ability to manage multiple priorities and adapt in a fast-paced environment.
• Customer-focused with a professional approach to handling demanding customers.
• Analytical mindset with expertise in process improvement and problem-solving.
• Advanced proficiency in MS Office products (PowerPoint, Excel, Word, Project, Visio)
• #LI-JT2

The incumbent of this position will provide daily support to internal and/or external clients outside Quebec and/or in the United States. Therefore, he/she must be proficient in spoken and written English. Please note that the number of positions requiring English language skills has been limited where possible.
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.

Customer Experience & Problem Solving:

• Deploy customer service strategies for Pharma distribution, retail banners, member services, consumers, and hospitals.
• Manage complex and escalated cases, ensuring timely resolutions and positive outcomes.
• Proactively identify and mitigate customer care issues and risks

Leadership & Team Development:

• Lead, coach, and develop staff and people leaders to achieve customer care objectives.
• Assign tasks, prioritize workloads, and provide ongoing guidance to strengthen skills and maximize customer satisfaction.
• Balance workloads using metrics and workforce planning tools in collaboration with the Workforce Management team.
• Implement training and development plans, staying updated on customer management trends and techniques.

Customer Experience & Problem Solving:

• Deploy customer service strategies for Pharma distribution, retail banners, member services, consumers, and hospitals.
• Manage complex and escalated cases, ensuring timely resolutions and positive outcomes.
• Proactively identify and mitigate customer care issues and risks.

Operational Excellence & Process Improvement:

• Lead process mapping, reengineering, and continuous improvement initiatives to enhance customer care efficiency.
• Monitor and analyze Key Performance Indicators (KPIs) to ensure operational stability and drive consistent service improvements.
• Establish and manage procedures, reporting systems, and resource tools to meet contractual and service-level commitments.

Collaboration & Cross-Functional Engagement:

• Partner with internal stakeholders to share insights to deliver a seamless customer experience.
• Drive initiatives to enhance customer value and retention by fostering cross-departmental collaboration.
• Act as a senior leader in resolving recurring and significant customer claims, providing recommendations, and implementing solutions.

Strategic Planning & Execution:

• Develop and execute strategic plans to enhance customer care processes and team effectiveness.
• Manage risks associated with departmental operations and ensure compliance with legal and regulatory requirements.
• Lead projects that improve existing processes and increase efficiency across the team.