Director, Continuous Improvement and Customer Excellence

McKesson Medical-Surgical is seeking a Director, Continuous Improvement and Customer Excellence in Richmond, VA. This individual will lead a team of continuous improvement professionals with project management expertise responsible for improving the customer and rep experience, identifying opportunities for efficiencies and collaborating with various teams to create new service offerings.

This leader will collaborate with sales leaders, back-office leaders and customer and sales support leadership to create a funnel of project opportunities, prioritize those opportunities and execute to deliver solutions and improvements to the organization.This team will also be responsible for the change management associated with rolling out new processes, tools and solutions and measuring the value delivered from these solutions through data and metrics.

Responsibilities:

• Collaborate with various senior stakeholders to identify opportunities for improvement, prioritize the funnel of opportunities, deliver solutions, support the change management for those solutions and measuring the impact / uptake of those solutions
• Lead innovation and solution design efforts by working with external and internal stakeholders to identify new tools, processes, and service offerings. Drive structured experimentation, piloting, and scaling of successful solutions, ensuring alignment to customer and business priorities.
• Grow the skill set of the team and create a funnel of future project management leaders in the organization.
• Align continuous improvement and innovation initiatives with CSS and MMS enterprise goals. Define, track, and report on metrics that demonstrate contribution to divisional and company-level priorities.
• Establish and evolve best practices in project management and continuous improvement frameworks, ensuring consistent methodology across initiatives while tailoring approaches to fit diverse business needs and contexts.
• Exhibits executive presence through confident communication, strategic insight, and professional demeanor.
• Leads AI and machine learning initiatives from strategy to execution, driving innovation and measurable outcomes.

Minimum Requirements:

• Experience in leading AI/Machine Learning (ML) projects.
• Degree or equivalent experience. Typically requires 12+ years of professional experience and 4+ years of management experience.

Education/Training:

• College degree or equivalent experience; Masters preferred
• Six sigma certification preferred

Business Experience:

• Demonstrable experience working in highly matrixed and collaborative situations
• Experience working with customers / suppliers and sales reps to deliver exceptional customer experience
• Experience working with various stakeholders to create and prioritize a project funnel
• Experience working with a centralized IT / development team (ie you don't directly manage the BA's, developers, architects) to deliver technical solutions
• Experience leading product managers using the Scaled Agile Framework methodology
• Experience translating enterprise strategy into actionable divisional goals, with demonstrated ability to measure, track, and communicate outcomes against those objectives.
• Consistent interaction with executive leadership
• Track record of developing leaders and creating a culture of collaboration
• Strong financial acumen

Specialized Knowledge/Skills:

• Ability to develop, drive, implement and maintain innovation and promote continuous improvement around customer experience, rep experience and back office processes.
• Demonstrated experience in continuously working with teams to get feedback
• Excellent communication skills; includes written, verbal, and presentation
• A resilient individual with exceptional abilities to learn fast, solve problems and take ownership
• Proven ability to establish standardized project management and change management practices, while adapting methodologies to ensure fit-for-purpose execution in different business environments.
• Demonstrated experience in solution design, including ideation, prototyping, piloting, and scaling innovative solutions.

Working Conditions:

• Traditional office environment, including remote office (i.e., work from home)
• Limited travel requirements, up to 20%