Senior Director, Agentic Service Experience

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. If you want to be part of tomorrow’s health today, we want to hear from you.

The Senior Director, Agentic Service Experience is responsible for standing up, leading, and scaling McKesson’s Agentic Service Experience function, serving as the product owner for Sierra AI agents across NAPS contact center customers. Initial scope is supporting Customer Experience Operations. This role defines the vision, strategy, and execution approach for this new function that both runs and continuously improves AI-powered service capabilities across email, chat, and voice.

The leader oversees and integrates four core capability areas—Product Management, Process & Journey Engineering, Agent Tuning & Knowledge Architecture, and AI Performance & Quality Analysis—ensuring they operate as a cohesive system to deliver measurable business and customer outcomes. This role is accountable for building the function from the ground up, leading leaders across multiple teams, and aligning enterprise priorities to coordinated, cross-capability execution.

The role owns end-to-end performance of the agent product and function, defines and prioritizes the improvement backlog, drives release and change control decisions, and holds Sierra and McKesson Technology accountable for delivery. Sitting close to the customer, this leader integrates work across teams to deliver containment, accuracy, and customer experience outcomes, while building, developing, and scaling the team and function through FY27 and beyond.

Agentic Service Experience Team Leadership

• Lead multiple interdependent Agentic capability areas, ensuring alignment across Product Management, Performance & Quality, Knowledge Architecture, and Process Engineering

• Direct and develop first- and second-line leaders, establishing clear accountability for each capability area while driving integrated outcomes

• Set and evolve the operating model for Agentic services, ensuring consistency in delivery, governance, and performance across all teams

• Act as the single accountable leader for end-to-end Agentic outcomes, balancing competing priorities across functions and driving enterprise-level decisions

AI Service Business Ownership

• Serve as the owner for Agentic service performance and outcomes across NAPS CxO contact centers to start. Role is designed to grow in scope as technology advances.

• Represent agentic service to CxO and NAPS leadership. Provide credible, >

  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. For more information regarding benefits at McKesson, please click here.

  Our Base Pay Range for this position

  $168,500 - $280,900

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