Biologics by McKesson Mission

At Biologics by McKesson, our mission is to simplify access to medication and deliver personalized care that helps patients achieve the best-possible outcomes — one patient, one partner, one therapy at time.

Position Summary

The Hub Operations Director will be responsible for overseeing the daily operations of our Hub , managing a team of customer service representatives, patient access specialist, case managers, and implementing strategies to enhance customer satisfaction and operational efficiency. The ideal candidate will possess strong leadership skills, a patient -centric mindset, and a proven track record in Hub management.

Key Responsibilities

• Team Leadership : Lead, mentor, and motivate a team of Hub agents to achieve performance goals and maintain high levels of customer satisfaction. Conduct regular performance reviews and provide constructive feedback and development plans for team members. Foster a positive work environment that encourages teamwork, open communication, and continuous improvement.

• Operational Oversight: Manage day-to-day operations of the Hub , ensuring efficient and effective service delivery. Develop and implement operational policies, procedures, and standards to optimize Hub performance. Monitor call center metrics and KPIs, such as call volume, response times, and customer satisfaction scores.

• Operational Quality: Instill a culture of going above and beyond to exceed the patient, provider, and client expectations. Regularly evaluate systems, tools, and work instructions to ensure they are up to date and team members have been appropriate ly trained. Assess and address team performance against internal standard operating policies and procedures. Ensure all operations adhere to industry regulations, standards, and best practices. Proactively manage risks associated with hub services and implement mitigation strategies.

• Customer Experience: Ensure that all customer interactions are handled professionally and in accordance with company standards. Analyze customer feedback and trends to identify areas for improvement and implement solutions to enhance the customer experience.

• Strategic Planning: Develop and execute strategies to enhance Hub efficiency and effectiveness. I dentify and implement new technologies and tools to improve Hub operations. Prepare and manage budgets, forecasts, and resource allocations for the Hub .

Minimum Requirement

Typically requires 12+ years of professional experience and 4+ years of management experience.

Critical Skills

• 4 + years’ experience as a people leader within a Hub environment as well as 12 + years’ experience within specialty pharmacy, or other relevant pharmaceutical industry services.

• Previous experience effectively coaching and managing a team responsible for Hub operations including proven record of motivating a team to perform above expectations.

• Strong understanding of Hub operations, technology, and best practices.

• Experience in the specialty healthcare or pharmaceutical segment with understanding of healthcare continuum and relationship between manufacturers, patients, providers, and payers.

• Exceptional written and verbal communication skills, along with collaboration skills and ability to influence others; ability to build credible relationships across multi-business units, management teams, executive teams, business partners, current and prospective clients.

• Excellent grammar and vocabulary skills including the ability to compose complex proposal a s well as edit content to ensure it is representative of the end customers needs.

• Proven track record of analyzing operational data , formulating, and executing on action plans related to data insights.

• Proficiency in Microsoft Office Suite, including Word, Excel, and PowerPoint

Additional Skills

• 4 + years of experience managing Hub s

• Ability to manage complex issues, function independently, demonstrate flexibility, as well as the ability to work effectively with remote internal and external teams.

• Innovative mindset always seeking continuous improvement through use of various techniques (Six Sigma, Lean, …)

• Critical thinking, analytical, research, and problem-solving skills

Job Working Conditions

Environment: Office environment

Physical Requirements

Office environment . 2 0% travel required .