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. 

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. 

 Minimum Skills, Knowledge, and Ability Requirements: 

• Strong analytical skills with expertise in data analysis and auditing. 

• Customer-focused mindset with a passion for delivering exceptional customer experiences and a keen attention to detail. 

• Excellent problem-solving abilities, with a proactive and solution-oriented approach. 

• Demonstrated success in driving quality assurance-driven behavioral changes across teams.