Lead operational program execution for continuous improvement, platform maintenance, and service operations backlog across the contact center technology portfolio
Serve as the accountable program manager for business-sponsored projects within the contact center portfolio, ensuring delivery rigor, milestone tracking, and alignment with service strategy
Partner with service managers to translate demand into actionable delivery plans with clear priorities, timelines, and resource requirements
Coordinate sprint planning, release coordination across contact center platforms, and cross-platform dependency management to maintain delivery cadence
Drive delivery reporting and provide transparency into program status, risks, and resource utilization to leadership and service management stakeholders
Support capacity planning with engineering management to ensure resource allocation aligns with portfolio priorities and business commitments
Manage platform maintenance and technology improvement activities - including vulnerability remediation, platform upgrades, and infrastructure maintenance - with precision and rigor
Leverage AI tools and intelligent automation to accelerate program delivery, enhance reporting accuracy, improve forecasting, and drive decision-making velocity
Facilitate cross-functional coordination between engineering, service management, and business unit partners to resolve delivery blockers and maintain stakeholder alignment
Establish and maintain program management standards, templates, and governance practices that ensure consistent operational delivery across the portfolio
Minimum Requirement -Degree or equivalent and typically requires 10+ years of relevant experience. Less years required if has relevant Master's or Doctorate qualifications.
Physical Requirements: General Office Demands, We are Flex and Connect with 2 days a week in office
Required Skills -
Strong proficiency in program and project management methodologies (Agile, Scrum, Kanban) with experience managing operational delivery portfolios in technology organizations
Experience coordinating delivery across multiple technology platforms and cross-functional teams in enterprise environments
Demonstrated ability to manage backlogs, sprint cadences, and release coordination in a multi-platform environment with competing priorities
Applied AI fluency - active use of AI assistants (Claude, Copilot, ChatGPT) and automation tools to accelerate personal and team productivity, improve reporting, and drive delivery efficiency
Strong analytical and problem-solving skills with the ability to synthesize data into actionable delivery insights and executive-ready reporting
Excellent communication skills with the ability to present program status, risks, and trade-off recommendations to senior leadership
Ability to build productive partnerships with service managers, engineering leaders, and business unit stakeholders in a matrixed environment
Experience with change management coordination, ensuring technology changes are adopted effectively across stakeholder groups
Financial awareness with the ability to track program costs, support budget planning, and communica
Benefits
Health insurance
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.
The Senior Program Manager drives operational program execution across the Contact Center Technology Services portfolio. This role ensures that continuous improvement initiatives, platform maintenance and technology improvements, service operations backlog, and business-sponsored projects are delivered with rigor, transparency, and alignment to the service strategy. Working closely with service managers, this position translates operational demand into structured delivery plans and maintains delivery cadence across contact center platforms.
Operating within McKesson's enterprise contact center technology function, the Senior Program Manager partners with engineering and service management leaders to coordinate sprint planning, release management, and cross-platform dependency resolution. The role leverages AI-enabled tools and automation to accelerate delivery reporting, improve decision-making, and drive continuous improvement in program management practices. This position is critical to ensuring the steady-state service organization operates with the discipline and velocity required to support multiple business units and a complex multi-platform environment.
Mckesson · On, Mississauga, Canada