Vice President, HR Support Center & Operations

About McKesson

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.

The Role

The Vice President, HR Support Center & Operations provides enterprise leadership for McKesson’s global HR support contact center and Workforce Administration operations. The role is accountable for the strategy, operating model, governance, service performance, talent, and transformation agenda across employee-facing HR support and high-volume workforce administration services. This leader combines exceptional people leadership with deep operational discipline. The Vice President leads through senior leaders and managers, creates a culture of ownership and care, and ensures employees and leaders receive accurate, timely, consistent, and customer-centered support across geographies. A central mandate is to define and deliver the future of HR operations. The Vice President establishes the automation, data, process, and technology foundation needed to simplify work, reduce manual effort, increase efficiency, strengthen controls, and scale consistent practices globally. The role partners closely with HR Technology and enterprise stakeholders to translate operational needs into a sequenced modernization roadmap. As a senior HR service-delivery leader, the Vice President advises HR and business executives on employee support trends, service demand, capacity, operational risk, workforce needs, process performance, and investment priorities. The role builds strong partnerships across Employee Care, HR Centers of Excellence, HR Business Partners, HR Technology, Payroll, Legal, Finance, and other enterprise functions.

Organizational Scope

Global HR support contact center, including employee and leader inquiry, case, and escalation management; Workforce Administration / HR Operations teams responsible for employee lifecycle transactions, records, data changes, and related operational services; Service management, workforce planning, quality, knowledge, reporting, governance, and continuous improvement capabilities supporting the portfolio; Global process standardization, automation, digital enablement, and technology modernization for HR service delivery.

Leadership Model

The Vice President is accountable for enterprise strategy, global integration, governance, performance, resource direction, transformation, and talent across the portfolio. Operational leaders and subject-matter experts retain accountability for detailed process design, technical decisions, and day-to-day execution within their areas.

Key Responsibilities

Enterprise Strategy and Operating Model: Establish and execute a multi-year global strategy for the HR Support Center and Workforce Administration organization, aligned with enterprise HR priorities and business objectives. Design an integrated operating model that clarifies global, regional, and local responsibilities, decision rights, service boundaries, escalation paths, and accountability. Set the vision for a scalable, employee-centered service organization that balances experience, quality, speed, risk, cost, and global consistency. Translate enterprise HR strategy, workforce needs, and service insights into prioritized operating plans, capability investments, and measurable outcomes. Advise senior HR and business leaders on service trends, operational risks, capacity, organizational capability, and investment needs.

Global Service Delivery and Operational Performance: Lead reliable, accurate, timely, and consistent delivery across the global HR support contact center and Workforce Administration teams. Establish common service standards, operating rhythms, performance measures, quality practices, and escalation mechanisms across geographies. Use demand, case, contact, transaction, quality, productivity, employee experience, and cost data to improve performance and guide decisions. Strengthen workforce management, capacity planning, knowledge management, quality assurance, and leader routines to meet changing demand. Reduce fragmentation, improve handoffs, resolve recurring service defects, and optimize the end-to-end employee and leader experience. Balance enterprise consistency with legal, regulatory, language, workforce, and business requirements across supported markets.

Technology, Automation and Transformation: Define and sponsor the technology and automation vision for HR operations, creating a durable foundation for future service delivery. Build and maintain a sequenced transformation roadmap spanning process redesign, workflow automation, AI-enabled capabilities, knowledge, analytics, self-service, case management, and contact-center technologies. Partner with HR Technology, Digital, Data, Security, and enterprise teams to convert operational opportunities into scalable solutions and disciplined implementation plans. Identify high-value opportunities to eliminate unnecessary manual work, simplify complex processes, consolidate fragmented activity, and improve straight-through processing. Establish appropriate governance, controls, testing, adoption measures, and benefits realization for automation and technology investments. Create a continuous-improvement system that equips leaders and teams to identify root causes, test solutions, scale proven practices, and sustain results.

Governance, Risk and Controls: Establish portfolio-level governance, policies, controls, documentation standards, and performance expectations that support consistent execution and responsible risk management. Maintain executive visibility into material service risks, control issues, recurring defects, employee impacts, and remediation plans. Partner with Legal, Cyber Security, Payroll, HR Centers of Excellence, Audit, and other experts to identify and mitigate operational, regulatory, financial, data, and employee-experience risks. Ensure sensitive or complex matters are routed to the appropriate experts and escalated for leadership decisions when required. Drive clear ownership for process controls, issue resolution, business continuity, and operational resilience.

People and Organizational Leadership: Lead, inspire, coach, and develop a geographically distributed organization through senior leaders, managers, and subject-matter experts. Create an inclusive, high-performing culture grounded in care, accountability, collaboration, continuous learning, customer orientation, and operational excellence. Build leadership capability, organizational depth, succession readiness, and critical skills for a more digital and automated operating environment. Establish clear expectations and empower leaders to make decisions, remove barriers, and own outcomes. Assess organizational structure, roles, skills, spans, capacity, location strategy, and resource deployment as business and technology needs evolve. Lead teams through significant operating-model, process, and technology change with transparent communication and disciplined change leadership.

Executive and Cross-Functional Partnership: Translate complex operational themes, service insights, risks, and investment choices into clear, decision-ready recommendations for executives. Influence enterprise priorities and solutions across a highly matrixed environment where direct authority may not exist. Represent HR support and operations requirements in enterprise planning, technology, transformation, and governance forums. Build productive partnerships with HR Centers of Excellence and HR Business Partners to improve policy-to-process translation and service readiness. Lead cross-functional initiatives requiring alignment across multiple HR disciplines, geographies, and stakeholder groups.

Qualifications

Minimum Requirements

Typically, 15+ years of progressive experience in operations, contact centers, shared services, employee services, HR operations, business operations, or a related discipline. Typically, 8+ years of senior leadership experience with accountability for leaders, large or complex teams, service delivery, planning, communication, and organizational performance. Demonstrated experience leading operations and/or a contact center environment; experience with high-volume, multi-channel service delivery is required. Proven success leading geographically distributed teams through managers and senior leaders in a large, matrixed organization. Demonstrated ability to establish enterprise operating models, service standards, governance, performance measures, workforce plans, budgets, and resource strategies. Experience defining and delivering complex transformation, automation, technology, or process-optimization initiatives with measurable business outcomes. Strong understanding of operational risk, controls, privacy, data stewardship, compliance, and business continuity, with sound judgment about when to engage specialized experts. Ability to use operational data, service insights, employee feedback, and cost-benefit analysis to shape priorities and improve organizational performance. Executive-level communication, influence, and change-leadership skills.

Preferred Qualifications

• Experience with contact-center platforms, case management, knowledge management, workforce management, digital self-service, workflow, analytics, automation, and AI-enabled service capabilities.
• Experience managing outsourced services, vendor-supported operations, or strategic third-party relationships.
• Lean, Six Sigma, process excellence, service management, or change-management experience.

Critical Skills

• People leadership: Builds trust, develops exceptional leaders, creates followership, and sustains an inclusive culture of care and accountability.
• Enterprise operational leadership: Connects strategy, service delivery, workforce, governance, and investment decisions across a complex global portfolio.
• Technology and automation vision: Defines a pragmatic future-state architecture and roadmap that modernizes operations and delivers measurable value.
• Customer-centered service mindset: Designs services around employee and leader needs while maintaining accuracy, consistency, controls, and scalability.
• Transformation leadership: Mobilizes teams through operating-model, process, and technology change and converts strategy into sustained execution.
• Systems thinking: Understands how policy, process, people, technology, data, controls, and service channels interact across the employee lifecycle.
• Data-driven management: Uses performance measures, demand patterns, quality insights, risk indicators, employee feedback, and financial analysis to make decisions.
• Executive influence: Communicates clearly, frames trade-offs, and aligns senior stakeholders around decisions and outcomes.
• Global perspective: Creates enterprise consistency while respecting regional and jurisdictional requirements.
• Operational judgment: Balances employee experience, service, cost, capacity, risk, compliance, and speed in complex situations.

Education

Bachelor’s degree in a related field or equivalent experience.

Physical Requirements

General office demands. Must have the ability to travel 10-20% of the time.

Location

Hybrid with proximity to one of the following hub locations: Irving, TX; Alpharetta, GA; Montreal, QC; Toronto, ON

Compensation

We are proud to offer a competitive compensation package at McKesson as part of our Total Rewards. This is determined by several factors, including performance, experience and skills, equity, regular job market evaluations, and geographical markets. The pay range shown below is aligned with McKesson's pay philosophy, and pay will always be compliant with any applicable regulations. In addition to base pay, other compensation, such as an annual bonus or long-term incentive opportunities may be offered.

Our Base Pay Range for this position $189,800 - $316,400

Equal Opportunity Employer

McKesson is an Equal Opportunity Employer

McKesson provides equal employment opportunities to applicants and employees, without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, age, genetic information, or any other legally protected category.

For additional information on McKesson’s full Equal Employment Opportunity policies, visit our Equal Employment Opportunity page.

McKesson is committed to being an Equal Employment Opportunity Employer and offers opportunities to all job seekers including job seekers with disabilities.