Customer Onboarding and Integration Operations Lead

Summary:

The Customer Onboarding & Integration Operations Lead plays a critical role in driving operational excellence for processes supporting the setup and ongoing maintenance of MWI customers. In this role, you will utilize dashboards and key performance indicators to monitor performance, identify trends, and provide actionable insights that refine processes and enhance the customer experience. A key focus will be on developing and managing a robust quality assurance program to ensure high standards of service and operational efficiency. This position is ideal for someone with a strong customer focus, a passion for continuous improvement, and a data-driven approach to optimizing processes.

Primary Duties and Responsibilities:

Workforce Management:

• Collaborate with the Customer Onboarding & Integration Manager to monitor queues and take appropriate actions to ensure service level goals are met while maximizing operational efficiency

• Prioritize and triage cases across the team, ensuring timely resolution and proactively addressing at-risk work to meet service level objectives

• Act as the escalation point for urgent requests and follow-ups, ensuring prompt and effective resolution

• Analyze historical data to forecast workload spikes and prepare the team for increased demand

Data & Reporting:

• Monitor and maintain dashboards to identify trends and opportunities for improvement

• Track and analyze team performance metrics, providing actionable insights and recommendations to drive efficiency and effectiveness

• Standardize reporting processes and prepare regular performance reports for leadership and stakeholders

Quality assurance / coaching:

• Champion a consistent quality assurance program by monitoring customer interactions and evaluating performance against established standards and policies

• Translate quality assurance data into actionable insights and develop targeted documentation to address and bridge knowledge gaps

Operational Excellence & Compliance:

• Ensure processes and workflows align with organizational policies and regulatory requirements

• Identify inefficiencies in case management processes and implement improvements to enhance team productivity and effectiveness

• Proactively identify potential compliance issues and implement preventative measures to minimize risk

• Assist with projects aimed at ensuring customer accounts remain in good standing and comply with regulatory/legal standards

Required Skills and Qualifications:

• Experience with implementing and monitoring KPIs

• Hands-on experience with customer communication, onboarding workflows, and regulatory compliance processes

• Strong analytical skills with expertise in data analysis and auditing

• Customer-focused mindset with a passion for delivering exceptional customer experiences and a keen attention to detail

• Excellent problem-solving abilities, with a proactive and solution-oriented approach

• Demonstrated success in driving quality assurance-driven behavioral changes across teams

We provide compensation, benefits, and resources that enable a highly inclusive culture and support our team members' ability to live with purpose every day. In addition to traditional offerings like medical, dental, and vision care, we also provide a comprehensive suite of benefits that focus on the physical, emotional, financial, and social aspects of wellness. This encompasses support for working families, which may include backup dependent care, adoption assistance, infertility coverage, family building support, behavioral health solutions, paid parental leave, and paid caregiver leave. To encourage your personal growth, we also offer a variety of training programs, professional development resources, and opportunities to participate in mentorship programs, employee resource groups, volunteer activities, and much more. For details, visit https://www.virtualfairhub.com/cencora

*This Salary Range reflects a National Average for this job. The actual range may vary based on your locale. Ranges in Colorado/California/Washington/New York/Hawaii/Vermont/Minnesota/Massachusetts/Illinois State-specific locations may be up to 10% lower than the minimum salary range, and 12% higher than the maximum salary range.

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 hrsc@cencora.com. We will make accommodation determinations on a request-by-request basis. Messages and emails regarding anything other than accommodations requests will not be returned

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