Customer Onboarding & Integration Operations Lead
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Job Description
Customer Onboarding & Integration Operations Lead optimizing veterinary and livestock customer workflows at Cencora. Monitoring KPIs, quality assurance, reporting, and regulatory compliance.
Responsibilities:
- Monitor queues with the Customer Onboarding & Integration Manager to meet service-level goals and maximize operational efficiency
- Prioritize and triage team cases, resolve at-risk work, and meet service-level objectives
- Escalate urgent requests and follow-ups for prompt resolution
- Analyze historical data to forecast workload spikes and prepare the team for increased demand
- Monitor dashboards to identify trends and improvement opportunities
- Track team performance metrics and provide actionable recommendations
- Standardize reporting processes and prepare performance reports for leadership and stakeholders
- Manage a quality assurance program by monitoring customer interactions and evaluating performance against standards and policies
- Convert quality assurance data into insights and targeted documentation addressing knowledge gaps
- Ensure workflows comply with organizational policies and regulatory requirements
- Identify case-management inefficiencies and implement productivity improvements
- Identify compliance issues and implement preventative measures
- Assist with projects that keep customer accounts in good standing and compliant with regulatory and legal standards
Requirements:
- Experience implementing and monitoring KPIs
- Strong data-driven experience with KPIs, dashboards, reporting, and trend analysis
- Experience developing dashboards, reports, and visualizations
- Advanced Excel skills and ability to translate findings into business recommendations
- Experience with Salesforce reporting and data across multiple platforms and systems
- Experience with Power BI, Tableau, dashboards, scorecards, or other data visualization tools
- Comfort leveraging AI tools, including prompt engineering, AI assistants, or simple AI agents
- Hands-on experience with customer communication, onboarding workflows, and regulatory compliance processes
- Bachelor's degree in data analytics, business analytics, computer science, information systems, statistics, mathematics, business administration, or a related field, or equivalent experience required
- 4+ years of experience in business intelligence, data analytics, reporting, data visualization, analytics engineering, or a related field
- Strong analytical skills in data analysis and auditing
- Customer-focused mindset and keen attention to detail
- Excellent problem-solving abilities with a proactive, solution-oriented approach
- Demonstrated success driving quality-assurance-driven behavioral changes across teams
Benefits:
- Medical, dental, and vision care
- Backup dependent care
- Adoption assistance
- Infertility coverage
- Family building support
- Behavioral health solutions
- Paid parental leave
- Paid caregiver leave
- Training programs
- Professional development resources
- Mentorship programs
- Employee resource groups
- Volunteer activities
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