Director, Customer Integration And Data Management

Are you looking to make a difference in a patient’s life? At AmerisourceBergen, you will find an innovative and collaborative culture that is patient focused and dedicated to making a difference. As an organization, we are united in our responsibility to create healthier futures. Join us and Apply today!

What you will be doing

This is a US based virtual role.

Under general direction of the VP, Customer Operations, this role is responsible for leading the team responsible for customer onboarding and customer maintenance activities. This role implements policies and processes to ensure consistent, high quality delivery of customer solutions and support with a focus on providing an improved customer experience.

• Identifies and investigates opportunities to standardize/improve processes as well as implement system enhancements for the areas that are supported by the team
• Subject matter expert for development of CIDM training programs including both onboarding of new associates, SOP development, and continuous education for system enhancements and best practices
• Directly manages the Customer Integration and Data Management (CIDM) team to support customer onboarding, implementation, and steady state maintenance of customer accounts
• Manages the overall performance of staff members to ensure compliance with goals, policies and practices and approved Customer Integration and Data Management (CIDM) processes
• Manages and facilitates a variety of special projects as assigned by the VP of Operations
• Hires, trains and retains a talented team of service professionals
• Provides technical leadership and direction in supporting CIDM initiatives
• Provides subject matter expertise regarding customer-facing processes and solutions in support of Customer Onboarding initiatives
• Proactively identifies potential risk(s) associated with initiatives/objectives; develops and implements strategies to mitigate identified risks; manages issue resolution process
• Collaborates with the Continuous Improvement Team in the development, prioritization, and review of Customer Integration and Data Management policies, procedures, business processes and service standards
• Develop productivity metrics, track activity, and define solutions to improve productivity and the customer experience
• Works closely with cross functional teams on key business initiatives that impact Customer Operations teams and CIDM
• Synthesizes feedback relative to customers’ use of Customer Setup and onboarding initiatives and provides to appropriate internal stakeholders for review and consideration
• Responsible for the implementation of CIDM policies, procedures and service to promote centralized knowledge sharing with all technical support teams
• Supports technical roadmap and drives prioritization with key technology stakeholders

What your background should look like

• Strong analytical and problem solving skills
• Requires broad training in fields such as business administration, accountancy, sales, marketing, computer sciences or similar vocations generally obtained through completion of a four year bachelor's degree program and equivalent combination of experience and education
• Strong interpersonal skills
• Normally requires six (6) years directly related and progressively responsible experience
• Strong computer skills in order to operate effectively with company systems and programs; knowledge of Microsoft Word, Excel and PowerPoint
• Ability to resolve associate issues effectively and efficiently
• Strong organizational skills; attention to detail, exceptional project management skills.
• Ability to communicate effectively both orally and in writing
• Ability to present and discuss technical information in a manner that establishes understanding for technical and non-technical audiences
• Demonstrated capability to staff and develop high performing teams
• Strong technical understanding of support technologies, contact methods (phone, email, knowledge base, virtual agent), measurement systems and training programs
• Excellent analytical, conceptual and problem solving skills to evaluate technical problems and apply knowledge to identify appropriate solutions
• Ability to exercise independent judgment and creative problem-solving techniques in a highly-complex environment using leading-edge technology
• Through knowledge and understanding of business principles, processes and technology
• Ability to execute large-scale projects from design through implementation.

What AmerisourceBergen offers

We offer a competitive total rewards package which includes benefits and compensation. Our commitment to our eligible population of team members includes benefit programs that are comprehensive, affordable, diverse, and designed to meet the needs of our team members’ and their families. Some of these programs include paid time off including paid parental leave, access to retirement savings vehicles, medical, dental, vision, and life insurance options, an employee stock purchase program, and other financial, health, and well-being focused benefits.

Because we take a balanced, global approach to our benefits, benefit offerings may vary by location, position, and/or business unit. Some benefits are company-paid, while others are available through team member contributions. For details visit https://www.virtualfairhub.com/amerisourcebergen.

Schedule

Full time

Affiliated Companies

Affiliated Companies: AmerisourceBergen Services Corporation

Equal Employment Opportunity

AmerisourceBergen 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.

AmerisourceBergen 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