Senior Director, Agentic Service Experience

Responsibilities

• Agentic Service Experience Team Leadership
• Lead multiple interdependent Agentic capability areas, ensuring alignment across Product Management, Performance & Quality, Knowledge Architecture, and Process Engineering
• Direct and develop first- and second-line leaders, establishing clear accountability for each capability area while driving integrated outcomes
• Set and evolve the operating model for Agentic services, ensuring consistency in delivery, governance, and performance across all teams
• Act as the single accountable leader for end-to-end Agentic outcomes, balancing competing priorities across functions and driving enterprise-level decisions
• AI Service Business Ownership
• Serve as the owner for Agentic service performance and outcomes across NAPS CxO contact centers to start. Role is designed to grow in scope as technology advances.
• Represent agentic service to CxO and NAPS leadership. Provide credible, data-driven narratives on what agents are doing, what they are producing, and what needs investment or change. Make agent performance legible to non-AI audiences.
• Own the senior business relationship with Sierra. Hold the vendor accountable for performance commitments and roadmap delivery at the senior level. Use CxO's proximity to the customer to shape what Sierra builds.
• Serve as CxO's senior counterpart to McKesson Technology (MT) and Contact Center Technology Solutions (CCTS) on agent-related decisions. MT/CCTS own the underlying platform stack; this role owns the agent product that runs on it.
• Establish pillar governance and operating standards. Document how the capability runs: how new use cases get approved, how performance is reported, how issues are escalated, how releases happen. Make the operating model legible to anyone joining or auditing it.
• Agent Product Ownership
• Own the integrated agentic roadmap across all capability areas, ensuring prioritization reflects enterprise value, operational impact, and risk
• Balance trade-offs across multiple teams and investments, ensuring cohesive execution rather than siloed optimization
• Own day-to-day AI agent performance. Monitor containment, accuracy, latency, escalation quality, and customer sentiment across channels and customer groups. Drive corrective action when performance drifts.
• Define and maintain the agent improvement roadmap and backlog. Prioritize intents, use cases, and capability enhancements informed by performance data, frontline feedback, and QA findings. Sequence releases against operational readiness and risk.
• Translate signals into product changes. Convert observed errors, customer complaints, and edge cases into prioritized fixes. Close the loop back to operators on what changed and why.
• Cross-Functional Solution Design
• Define the end-to-end agent workflow. Ensure each new agent capability aligns with McKesson standards, policy guardrails, and risk appetite. Work with the Process & Jo

Benefits

Additional Information

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. Position Summary The Senior Director, Agentic Service Experience is responsible for standing up, leading, and scaling McKesson's Agentic Service Experience function, serving as the product owner for Sierra AI agents across NAPS contact center customers. Initial scope is supporting Customer Experience Operations. This role defines the vision, strategy, and execution approach for this new function that both runs and continuously improves AI-powered service capabilities across email, chat, and voice. The leader oversees and integrates four core capability areas-Product Management, Process & Journey Engineering, Agent Tuning & Knowledge Architecture, and AI Performance & Quality Analysis-ensuring they operate as a cohesive system to deliver measurable business and customer outcomes. This role is accountable for building the function from the ground up, leading leaders across multiple teams, and aligning enterprise priorities to coordinated, cross-capability execution. The role owns end-to-end performance of the agent product and function, defines and prioritizes the improvement backlog, drives release and change control decisions, and holds Sierra and McKesson Technology accountable for delivery. Sitting close to the customer, this leader integrates work across teams to deliver containment, accuracy, and customer experience outcomes, while building, developing, and scaling the team and function through FY27 and beyond.

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