Operations Manager, Customer Service Management

JOB TITLE: Operations Manager

What Customer Service Management contributes to Cardinal Health

Delivering an exclusive model that fully integrates direct drug distribution to site-of-care with non-commercial pharmacy services, patient access support, and financial programs, Sonexus Health, a subsidiary of Cardinal Health, helps specialty pharmaceutical manufacturers have a greater connection to the customer experience and better control of product success. Personalized service and creative solutions executed through a flexible technology platform means providers are more confident in prescribing drugs, patients can more quickly obtain and complete therapy, and manufacturers can directly access more actionable insight than ever before. With all services centralized in our custom-designed facility outside of Dallas, Texas, Sonexus Health helps manufacturers rethink how far their products can go.

Customer Service Management is responsible for strategic oversight and leadership direction within the Customer Service function

What is expected of you and others at this level

  • Manages department operations and supervises professional employees, frontline supervisors and/or business support staff
  • Participates in the development of policies and procedures to achieve specific goals
  • Ensures employees operate within guidelines
  • Decisions have a short term impact on work processes, outcomes, and customers
  • Interacts with subordinates, peer customers and suppliers at various management levels may interact with senior management
  • Interactions normally involves resolution of issues related to operations and/or projects
  • Gains consensus from various parties involved

Accountabilities

  • Oversees and manages the operations of a client account(s) with overall responsibility for the achieving service levels for the account
  • Primary leader supporting our Key Account Managers for ensuring customer satisfaction.
  • Has profit and loss responsibility and overall control of planning, staffing, budgeting, managing expense priorities, and recommending and implementing changes to methods for the business team.
  • These management positions require strong technical, communication, and management skills along with solid experience in the operations of a business.
  • Provide transformative solutions to client business problems including new opportunities for growth/efficiencies within their area of responsibility
  • Interact with senior management levels at client and or within Cardinal
  • Serve as positive advocate for the outsourcing partnership and program
  • Work with key client stakeholders for driving operational decisions
  • Supervises professional employees, frontline supervisors and/or business support staff
  • Participates in the development of policies and procedures to achieve specific goals
  • Ensures employees operate within guidelines

Qualifications

  • Bachelors Degree in related field, or equivalent work experience
  • MBA, preferred
  • 5 + years health industry experience, highly preferred
  • 3 + years Sales, Sales Support, or Delivery experience in a services business, highly preferred
  • 3 + years Account Management experience, highly preferred
  • 2 + years BPO and/or Consultant experience, preferred
  • 5 + years in one or more of the following functional areas: Finance Accounting, Human Resources, Operations, Pharmacy, or Health Management
  • Proven ability to build, manage and foster a team-oriented environment
  • Proven ability to work creatively and analytically in a problem-solving environment
  • Excellent communication (written and oral) and interpersonal skills
  • Excellent leadership and management skills