Customer Onboarding & Integration Operations Lead

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!

This role is in support of Cencora's veterinary and livestock production solutions marketed through our MWI Animal Health business. MWI Animal Health is a leading brand of Cencora, offering animal health services globally. The   Customer Onboarding & Integration Operations Lead   plays a critical role in driving operational excellence for processes supporting the setup and ongoing maintenance of MWI customers. In this role, you will   utilize   dashboards and key performance indicators to monitor performance, identify trends, and provide actionable insights that refine processes and enhance the customer experience. A key focus will be on developing and managing a robust quality assurance program to ensure high standards of service and operational efficiency. This position is ideal for someone with a strong customer focus, a passion for continuous improvement, and a data-driven approach to optimizing processes.   Primary Duties and Responsibilities :   Workforce Management   Collaborate with the Customer Onboarding & Integration Manager to monitor queues and take   appropriate actions to ensure service level goals are met while maximizing operational efficiency.   Prioritize and triage cases across the team, ensuring timely resolution and proactively addressing   at-risk work to meet service level objectives.   Act as the escalation point for urgent requests and follow-ups, ensuring prompt and effective resolution.   Analyze historical data to forecast workload spikes and prepare the team for increased demand.     Data & Reporting   Monitor and maintain dashboards to identify trends and opportunities for improvement.   Track and analyze team performance metrics,   providing   actionable insights and recommendations to drive efficiency and effectiveness.   Standardize reporting processes and prepare regular performance reports for leadership and stakeholders.     Quality assurance / coaching   Champion   a consistent quality assurance program by monitoring customer interactions and evaluating performance against established standards and policies.   Translate   quality assurance   data into actionable insights and develop targeted documentation to address and bridge knowledge gaps.     Operational Excellence & Compliance    Ensure processes and workflows align with organizational policies and regulatory requirements.   Identify inefficiencies in case management processes and implement improvements to enhance team productivity and effectiveness.    Proactively identify potential compliance issues and implement preventative measures to minimize risk.   Assist with projects aimed at ensuring customer accounts remain in good standing and comply with regulatory/legal standards.     Experience and Education Requirements:   Experience with implementing and monitoring KPIs . Highly data-driven with experience using KPIs, dashboards, reporting, and trend analysis to improve team performance and operational outcomes. Experience with developing the dashboard, reports, visuals, etc. Advanced Excel skills with experience analyzing data and translating findings into business recommendations. Experience working with Salesforce reporting and using data across multiple platforms and systems. Experience with Power BI, Tableau, dashboards, scorecards, or other data visualization tools. Comfortable leveraging AI tools to improve productivity, including prompt engineering, AI assistants, or simple AI agents. Hands-on experience with customer communication, onboarding workflows, and regulatory compliance processes.