Manager, Customer Experience (remote)

Our team members are at the heart of everything we do. At Cencora, we are united in our responsibility to create healthier futures, and every person here is essential to us being able to deliver on that purpose. If you want to make a difference at the center of health, come join our innovative company and help us improve the lives of people and animals everywhere. Apply today!

What you will be doing

The Manager, Customer Experience will be primarily responsible to assist our product management teams in prioritization and completion of the right work, at the right time by working closely with internal and external customers to increase our customer experience, solution adoption, and utilization.

• Lead the development and execution of strategies to enhance customer experience across Cencora's GPO.
• Develops an understanding of the customer base by conducting in-depth research to understand customer needs, preferences, pain points, utilizing both qualitative and quantitative methods; Uses this to guide product decisions.
• Collaborate with product, design, engineering, software development, technical writing, and marketing teams to prioritize and implement customer-focused features and enhancements.
• Define and track key performance indicators related to client experience, regularly analyzing data to identify trends and opportunities for improvement.
• Serves as a subject matter expert in the relevant product domains.
• Act as the voice of the customer within the organization, advocating for their needs and preferences in product development discussions.
• Stay abreast of industry trends, best practices, and emerging technologies related to customer experience and incorporate relevant insights into product strategies.
• Develop and maintain strong relationships with clients, gathering feedback through surveys, interviews, and other channels to continuously iterate and improve our solutions.
• Work closely with sales and customer support teams to ensure alignment on client needs and feedback.
• Assist with prioritization of the product backlog and coordinate with stakeholders including the Product Manager, Product Owners, the market, and the team to deliver maximum value and quality to the Cencora GPOconnect portal and application platform.
• Develops epics and user stories for new functionality, presents user stories to product teams, and ensures new functionality meets the acceptance criteria.
• Works with Product Manager, Scrum Master and other Product Owners to do release planning.
• Works with Product Owners to ensure dependencies are prioritized appropriately across teams.
• Inspects, accepts, or rejects completed work from the sprint.
• Assist in prioritizing the backlog during planning meetings.
• Works with development and project management teams to clarify user story acceptance criteria during a sprint.
• Complies with all appropriate policies, procedures, safety rules and regulations.
• Performs related duties as assigned.

What your background should look like

Normally requires broad training in fields such as business administration, sales, marketing, organizational development, computer sciences, or similar vocations generally obtained through completion of a four year Bachelor's Degree Program.

• Normally requires at least seven (7) years directly related and progressively responsible experience; previous experience in strategic proposal response development and customer implementation preferred.
• One (1) or more years of relevant Product Management, Product Owner, Business Analyst, or Beta Analyst experience in an Agile software product development environment.
• Experience in a role with strong requirements elicitation (Business Analyst, Technical Product Manager, consultant, etc.), and proven writing skills including the ability to write concisely and clearly for different audiences.
• Experience with Agile backlog/project management tool.
• Ability to collaborate and work in a fast paced agile environment.
• Experience with JIRA and Confluence is a plus.
• Able to manage expectations and handle potentially conflicting requirements.
• Ability to clearly and concisely gather, analyzes, prioritize and document information.
• Ability to translate business and technical requirements into the form of Epics and User Stories.
• Ability to document present realized business value for each software release.
• Ability to communicate effectively, both oral and written, with internal and external stakeholders at multiple levels.
• Ability to document goals, supporting justification in detail in several formats, e.g. slides, spreadsheets, wireframes, diagrams, etc.
• Experience with user-acceptance testing.
• Strong presentation skills; ability to present and discuss strategies and technical information in a manner that establishes rapport, persuades others, and gains understanding.
• Working knowledge of pharmaceutical distribution business.
• Demonstrated ability to interpret customer servicing requirements to develop customer approach based on available solutions.
• Excellent organizational skills high detail-orientation and strong interpersonal skills required to coordinate information among multiple internal groups.
• Experience with Microsoft Office Suite (e.g. Access, PowerPoint, Excel, Word, Project, Visio).
• Proven track record of successfully delivering customer-centric products or features from conception to launch.
• Strong analytical skills and experience with data-driven decision-making.
• Excellent communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams.
• Passion for understanding client needs and delivering innovative solutions.
• Experience with agile development methodologies and product management tools.
• Familiarity with usability testing methodologies is a plus.
• Experience within the healthcare industry.

What Cencora offers

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/amerisourcebergen

Schedule

Full time

Salary Range*

$95,800 - 147,620

*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 State-specific locations may be up to 10% lower than the minimum salary range, and 12% higher than the maximum salary range.

Affiliated Companies:

Affiliated Companies: AmerisourceBergen Services Corporation

Equal Employment Opportunity

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 [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