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Our team members are at the heart of everything we do. At Cencora, we are united in our responsibility to create healthier futures, and every person here is essential to us being able to deliver on that purpose. If you want to make a difference at the center of health, come join our innovative company and help us improve the lives of people and animals everywhere. Apply today! Job Details Summary: Directs the enterprise customer service strategy to deliver predictable outcomes across Service Level Agreements, quality, and cost-to-serve. Oversees omnichannel operations, tooling, and analytics to improve first‑contact resolution, cycle times, and customer satisfaction at scale. Drives policy, standards, and controls that ensure regulatory, contractual, and privacy compliance across all service processes. Oversees the operating model, budgets, and capacity plans to align resources, technology, and partners to demand. Directs talent strategy, performance management, and succession planning to build high‑performing, compliant, and customer‑centric teams. Responsibilities: Directs the multi‑year customer service strategy and operating model to achieve Service Level Agreements, Customer Satisfaction/Net Promoter Score, First Contact Resolution, Average Handle Time, utilization, and quality targets. Oversees nationwide or global omnichannel operations and platforms to standardize processes, reduce variability, and scale best practices. Drives policy, procedure, and control governance to ensure audit‑ready compliance with regulatory, contractual, and privacy requirements. Oversees financial management including budgets, forecasts, vendor spend, and cost‑to‑serve optimization with clear Return on Investment accountability. Directs transformation initiatives spanning self‑service, automation, AI/analytics, and knowledge management to remove demand and improve experience. Oversees enterprise incident, escalation, and risk management to protect continuity and restore service within defined thresholds. Directs workforce strategy, performance management, succession planning, and talent decisions to build capacity and capability for growth. . Education: Bachelor's degree in business administration, operations management, information systems, or a related field required. Master's degree in business administration, operations management, information systems, or a related field preferred. Experience: 10+ years of experience in customer service operations, contact center management, or a related field required. 5+ years of experience in a management capacity required. Certification in ITIL 4 Managing Professional, Customer Operations Performance Center Customer Experience Operations Leader, Project Management Professional or PRINCE2 or equivalent certification preferred. What Cencora offers Benefit offerings outside the US may vary by country and will be aligned to local market practice. The eligibility and effective date may differ for some benefits and for team members covered under collective bargaining agreements. Full time Affiliated Companies Affiliated Companies: World Courier Singapore Pte Ltd. Equal Employment Opportunity Cencora is committed to providing equal employment opportunity without regard to race, color, religion, sex, sexual orientation, gender identity, genetic information, national origin, age, disability, veteran status or membership in any other class protected by federal, state or local law. The company’s continued success depends on the full and effective utilization of qualified individuals. Therefore, harassment is prohibited and all matters related to recruiting, training, compensation, benefits, promotions and transfers comply with equal opportunity principles and are non-discriminatory. Cencora is committed to providing reasonable accommodations to individuals with disabilities during the employment process which are consistent with legal requirements. If you wish to request an accommodation while seeking employment, please call 888.692.2272 or email [email protected]. We will make accommodation determinations on a request-by-request basis. Messages and emails regarding anything other than accommodations requests will not be returned Cencora is a leading global pharmaceutical solutions company that is committed to improving the lives of people and animals everywhere. We connect manufacturers, providers, and patients to ensure that anyone can get the therapies they need, where and when they need them. We’re a purpose-driven organization, where all of our team members around the world are united in our responsibility to create healthier futures. We work together every day to help our partners bring their innovations to patients worldwide, creating unparalleled access and impact at the center of health. Recruitment scams are on the rise and the intent is to target individuals looking for employment opportunities. To protect yourself, we urge you to be vigilant and follow these guidelines. 1.) Research the Company: Thoroughly research any company before applying or sharing personal information, check their website, read reviews, and verify their legitimacy. 2.) Be Wary of Unrealistic Promises: Exercise caution If a job posting offers high salaries and minimal qualifications. Legitimate jobs will have realistic expectations and provide detailed job requirements. Jobs at Cencora can be found on Cencora.com/careers 3.) Guard Your Personal Information: Only share sensitive information after vetting the employer’s credibility. Avoid sharing your Social Security number, bank account details, or identification documents during the application process. Cencora does not request this information as part of the employment application. 4.) Avoid Upfront Payments: Legitimate employers do not require payment during the hiring process. Be suspicious if you are asked to pay for training materials, processing fees, or background checks before securing a job offer. Cencora will never ask you for payment information during the hiring or onboarding process. 5.) Verify Communication Channels: Scammers often use free email services or chat platforms without providing an official company contact information. Cencora recruiters will have an email address ending in @cencora.com, @alliance-healthcare.net, @alliance-healthcare.co.uk, alliance-healthcare.fr or alliance-healthcare.ro Remember to stay vigilant and informed about common scam tactics to reduce the risk of falling victim to fraudulent employment schemes. If you believe you have encountered a job scam posing as a Cencora opportunity, please report it immediately to: [email protected]
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Director, Customer Service.
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