Senior Director, Agentic Service Experience

Position Summary The Senior Director, Agentic Service Experience is responsible for standing up, leading, and scaling McKesson’s Agentic Service Experience function. The role serves as product owner for Sierra AI agents across NAPS contact center customers, with an initial focus on Customer Experience Operations. The Director defines the vision, strategy, and execution approach for this new function, ensuring that AI‑powered service capabilities across email, chat, and voice run and continuously improve. Key Responsibilities Team Leadership Lead multiple interdependent capability areas—Product Management, Process & Journey Engineering, Agent Tuning & Knowledge Architecture, and AI Performance & Quality Analysis—ensuring alignment across teams and establishing clear accountability for each capability area. Set and evolve the operating model for Agentic services and act as the single accountable leader for end‑to‑end outcomes. AI Service Business Ownership Own the performance and outcomes of Agentic service across NAPS CxO contact centers. Represent Agentic service to CxO and NAPS leadership, provide data‑driven narratives on agent effectiveness, and hold Sierra accountable for performance commitments and roadmap delivery. Serve as the senior counterpart to McKesson Technology and Contact Center Technology Solutions on agent‑related decisions. Agent Product Ownership Own the integrated agentic roadmap across all capability areas, ensuring prioritization reflects enterprise value, operational impact, and risk. Balance trade‑offs across teams, monitor performance metrics (containment, accuracy, latency, escalation quality, sentiment), and drive corrective action and product improvements. Lead release sequencing, risk assessment, and post‑launch monitoring. Cross‑Functional Solution Design Define end‑to‑end agent workflow and ensure each new capability aligns with McKesson standards and risk appetite. Collaborate with Process & Journey Engineers on human‑AI handoff design, interface optimization, and usability for representatives and SMEs. Governance, Risk, and Change Control Own governance for the Agentic service function, define AI guardrails and escalation criteria, and establish go/no‑go and fallback protocols. Document decisions, rationale, and post‑launch monitoring, and report performance, releases, and roadmap status to senior leadership. Budget & Investment Management Manage the full Agentic service budget, align investments to NAPS priorities, and lead annual planning and in‑year budget governance. Team Leadership & Development Coach and develop the Agentic Service Experience team, set performance expectations, priorities, and operating cadence, and build capability in AI product management, analytics, and operational excellence. Minimum Requirements Degree or equivalent experience; typically 13+ years of professional experience and 6+ years of diversified leadership, planning, communication, organization, and people motivation skills. MBA or equivalent advanced degree. Critical Skills 13+ years of professional experience, including 7+ years of product management and 3+ years owning AI or conversational AI products in a customer‑facing operational context. 6+ years of experience leading teams in a product, operations, or technology environment. Demonstrated ownership of a product or capability measured in operational outcomes (containment, deflection, automation rate, resolution accuracy, customer satisfaction). Hands‑on experience with at least one conversational or agentic AI platform deployed at enterprise scale (e.g., Sierra, Salesforce Agentforce, Google CCAI, Amazon Lex). Experience translating frontline, QA, and customer feedback into a prioritized product backlog and shipping improvements on a regular release cadence. Working fluency in AI/ML concepts relevant to deployed agents (prompt design, intent modeling, model evaluation, human‑in‑the‑loop systems, guardrails, model drift, observability). Strong cross‑functional collaboration skills with engineering, operations, QA, frontline supervisors, and senior business leaders. Analytical fluency: comfortable defining metrics, instrumenting dashboards, interpreting data, and making evidence‑based prioritization decisions. Demonstrated judgment in ambiguous, fast‑moving environments where requirements evolve as the product learns. Preferred Qualifications Direct experience with the Sierra platform or a comparable enterprise‑scale agentic AI platform. Contact center, customer service, or BPO domain experience in healthcare, life sciences, or regulated industries. Experience operating in a multi‑channel environment (email, chat, voice) with awareness of operational and design differences across channels. Familiarity with responsible AI principles, AI governance frameworks, and risk and compliance considerations for AI deployments in regulated customer interactions. Experience working alongside or in partnership with management consulting firms or transformation programs. Location & Work Arrangement This is a hybrid role based in the Fort Worth office. While remote work is available, the selected candidate will be required to travel to and work on‑site in Fort Worth approximately once per month. Compensation & Benefits Base pay range: $168,500 - $280,900. Pay is aligned with McKesson's pay philosophy and will be compliant with applicable regulations. In addition to base pay, other compensation, such as an annual bonus or long‑term incentive opportunities, may be offered. Benefits information is available through McKesson’s career site. Equal Employment Opportunity Statement 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. McKesson is committed to being an Equal Employment Opportunity Employer and offers opportunities to all job seekers, including those with disabilities. If you need a reasonable accommodation to assist with your job search or application for employment, please contact us at View email address on click.appcast.io (U.S.) or View email address on click.appcast.io (Canada). #J-18808-Ljbffr McKesson’s Corporate