Top 183 Engineering capability leader – intelligence & insights Jobs in Irving, Tx

Senior Manager, Customer Support Operations
McKesson —Irving, TX
- $87,500 - $145,800 a year
- Hybrid work
- Product management
- Travel
- Experience equivalent to degree accepted
- Wellness program
- Employee stock purchase plan
13h
Sr Principal Solution Architect
Keurig Dr Pepper —Frisco, TX
- $130,000 - $180,000 a year
- Email
- Computer Science
- English
- 8 years
- Mileage reimbursement
- Paid parental leave
Salesforce Application Architect
Keurig Dr Pepper —Frisco, TX
- $97,000 - $165,000 a year
- Email
- Computer Science
- Research
- 3 years
- Mileage reimbursement
- Paid parental leave
Software Development Manager
Trinity Consultants —Dallas, TX
- Full-time
- Hybrid work
- Azure
- Computer Science
- 3 years
- Health insurance
- Dental insurance
Quick Apply
Senior AI Software Engineer
CGI Group, Inc. —Dallas, TX
- $88,200 - $173,500 a year
- Azure
- Office
- Senior level
- Paid jury duty
- Paid parental leave
Backend Python Developer
CGI Group, Inc. —Dallas, TX
- $88,200 - $121,200 a year
- Computer science
- Computer Science
- 5 years
- Paid parental leave
- Paid holidays
Director, Business Analytics
DLRdmv —Dallas, TX
- Full-time
- 5 years
- SQL
- Training & development
- Health insurance
- Dental insurance
Program Planning and Scheduling Analyst III
Sierra Nevada Corporation —Plano, TX
- Full-time
- Hybrid work
- Data analysis skills
- Office
- Analysis skills
- Health insurance
- Dental insurance
Manager, Strategic Provider Operations
Gap Inc. —Coppell, TX
- Full-time
- 6 years
- Finance
- Bachelor's degree
- Store discount
- Employee stock purchase plan
16h
Senior Director – Observability | SRE
Gap Inc. —Coppell, TX
- Full-time
- System design
- Mentoring
- Senior level
- Store discount
- Employee stock purchase plan
1d
Staff Recruiter
Match Group —Dallas, TX
- $130,000 - $145,000 a year
- Full-time
- Hybrid work
- Office
- 8 years
- Continuous improvement
- Paid parental leave
- Employee stock purchase plan
Product Owner – Data Center Orchestration Platform
Equinix —Dallas, TX
- $155,000 - $233,000 a year
- Full-time
- AWS
- Continuous improvement
- Product management
- Paid holidays
- Paid time off
HRBP Director, Tech & Product
Equinix —Dallas, TX
- $166,000 - $265,000 a year
- Full-time
- 11+ years
- Office
- Bachelor's degree
- Paid holidays
- Health insurance
9d
Senior AI Architect
o9 Solutions —Dallas, TX
- $203,752 - $280,159 a year
- Full-time
- System design
- Neurology
- Senior level
Sr Program Planning and Scheduling Analyst
Sierra Nevada Corporation —Plano, TX
- Full-time
- Hybrid work
- 6 years
- Data analysis skills
- Analysis skills
- Health insurance
- Dental insurance
23h
Senior Strategic Operations Analyst
AST SpaceMobile —Dallas, TX
- Oracle
- 5 years
- Office
Manager, Product Management
Keurig Dr Pepper —Frisco, TX
- $96,800 - $155,000 a year
- Email
- Product management
- Senior level
- 4 years
- Mileage reimbursement
- Paid parental leave
Customer Success Leader
Safran —Grand Prairie, TX
- Full-time
- Engineering
- Mid-level
- Office
Software Data Operations Engineer
MAQ Software —Plano, TX
- Full-time
- Computer Science
- Mid-level
- Health insurance
- Dental insurance
Sr Program Planning and Scheduling Manager
Sierra Nevada Corporation —Plano, TX
- Full-time
- Hybrid work
- Data analysis skills
- 11+ years
- Office
- Health insurance
- Dental insurance

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Senior Manager, Customer Support Operations

McKesson -
Irving, TX

Apply Now

Job Details

$87,500 - $145,800 a year
13 hours ago

Benefits

Wellness program
Employee stock purchase plan
Health insurance
Dental insurance
401(k)
Flexible spending account
Tuition reimbursement
Paid time off
Vision insurance
Flexible schedule

Qualifications

Jira
Performance dashboard reports
Managing technical support teams
Managing teams in a customer support role
Incident management software
Dashboard creation
Customer satisfaction tracking
Business intelligence report generation
Metrics Reporting
Frontline customer support management
Help desk systems
Customer support
Operational excellence initiatives
Process improvement planning
Business operations
Defect tracking tools
Customer satisfaction improvement
Cross-functional team management
Project stakeholder communication
Cross-functional communication
Stakeholder management

Full Job Description

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.

Senior Manager, Customer Support Operations

About the Role

McKesson is seeking a strategic and results-driven Senior Manager, Customer Support Operations to lead and transform our Tier 1 Customer Support organization for MAPS. In this role, you will drive operational excellence by creating a proactive, data-driven, and AI-enabled support model that enhances customer experience, reduces customer effort, and accelerates issue resolution.

You will partner cross-functionally with Product, Engineering, Operations, and advanced support teams to improve service performance, eliminate recurring issues, and deliver measurable improvements in customer satisfaction and operational efficiency.

What You'll Do

Lead Tier 1 customer support operations, including intake, triage, escalation, case management, and resolution processes.
Develop and execute customer support strategies that improve responsiveness, service levels, and customer outcomes.
Establish operational standards, workflows, and performance metrics across the support organization.
Leverage support analytics, reporting, and customer feedback to identify trends, reduce recurring issues, and improve operational performance.
Own and optimize Jira Service Management processes, dashboards, and reporting routines.
Monitor key performance indicators including ticket volume, backlog health, response times, resolution times, first-contact resolution, and customer satisfaction.
Partner with Tier 2, Tier 3, Product Management, Engineering, and Operations to improve escalation management and reduce repeat incidents.
Drive continuous improvement initiatives that simplify the support experience and reduce customer friction.
Identify opportunities to leverage AI, automation, predictive analytics, self-service tools, and intelligent routing capabilities to improve productivity and customer outcomes.
Lead, coach, and develop a high-performing support team while fostering a culture of accountability, ownership, and customer focus.
Communicate performance trends, business insights, and improvement opportunities to senior leadership.

Basic Requirements

Degree or equivalent experience and typically 12+ years of professional experience with 4+ years of management experience.
Experience leading customer support, service operations, technical support, or help desk teams in a complex technology environment.
Experience managing and developing people leaders and/or customer support professionals.
Experience using Jira and Jira Service Management platforms.
Experience building and utilizing operational dashboards, KPIs, and service performance reporting.
Demonstrated success driving process improvements, operational efficiency, and customer satisfaction initiatives.
Strong stakeholder management and cross-functional leadership skills.

Preferred Skills/Experience

Experience with eazyBI or similar business intelligence and analytics platforms.
Experience implementing AI-enabled customer support solutions, automation tools, or predictive analytics capabilities.
Knowledge of IT Service Management (ITSM) practices, incident management, and service operations.
Experience improving customer effort scores, CSAT, SLAs, and first-contact resolution metrics.
Six Sigma, Lean, continuous improvement, or process optimization experience.
Experience supporting SaaS, healthcare technology, pharmacy technology, or enterprise software environments.

Travel & Work Environment

Ability to travel up to 15% as required.
Position may be remote, hybrid, or office-based depending on business needs.
Must be able to work at a computer and participate in virtual meetings for extended periods.

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,

Our Base Pay Range for this position

$87,500 - $145,800

McKesson has become aware of online recruiting-related scams in which individuals who are not affiliated with or authorized by McKesson are using McKesson’s (or affiliated entities, like CoverMyMeds or RxCrossroads) name in fraudulent emails, job postings or social media messages. In light of these scams, please bear the following in mind:

McKesson Talent Advisors will never solicit money or credit card information in connection with a McKesson job application.

McKesson Talent Advisors do not communicate with candidates via online chatrooms or using email accounts such as Gmail or Hotmail. Note that McKesson does rely on a virtual assistant (Gia) for certain recruiting-related communications with candidates.

McKesson job postings are posted on our career site: careers.mckesson.com.

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. If you need a reasonable accommodation to assist with your job search or application for employment, please contact us by sending an email to (United States) [email protected] or (Canada) [email protected]. Resumes or CVs submitted to this email box will not be accepted.

Join us at McKesson!

Benefits

Coverage you can rely on
- Medical, Dental, and Vision
- Health Spending Accounts
- Flexible Spending Accounts
Benefits that go beyond your base pay
- 401(k) (U.S.)
- Pension (Canada)
- Employee Stock Purchase Plan
Support for total well-being
- Mental Health Programs
- Flexible Schedules
- Paid Time Off
- Wellness Program
- Education Reimbursement
- Volunteer Opportunities
- Flexible Work Environment
A culture powered by belonging

By fostering a culture of belonging, we advance our goal of being the best place to work in healthcare—connecting the right talent to the right roles to solve our most critical challenges.

Apply Now

Refine Your Search

engineering capability leader – intelligence & insights jobs in irving, tx

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