Senior Manager, Membership Operations

This position resides within Cencora's specialty GPO business unit and leads a team of five Membership Analysts responsible for post-onboarding membership data quality. The team identifies and resolves discrepancies that can affect member access, partners with pharma manufacturers to keep membership processes aligned, manages roster and inquiry queues to meet SLAs, and produces membership reporting that drives decisions. This role sets team priorities, owns performance metrics, and builds new processes as the business and partner needs evolve.

Team Leadership

• Lead, coach, and develop a team of five analysts: set objectives, give regular feedback, manage performance, and identify career development needs.
• Manage workload, prioritization, and capacity across the team to meet deadlines and service commitments.
• Report team performance, risks, and results to senior leadership and recommend solutions.

Membership Data Quality

• Oversee ongoing review of membership data after onboarding to detect discrepancies that could impact member access.
• Direct root-cause analysis and remediation of data issues, and prevent recurrence through process or control improvements.

Pharma Partner Alignment

• Serve as a key contact for pharma partners on membership processes, ensuring expectations and requirements are aligned.
• Resolve partner-raised issues and escalations, and communicate process changes clearly.

Contract Review

• Ensure all contracts are reviewed from a membership perspective, identifying potential redlines and providing approvals.
• Confirm product setup is accurate and aligned with contract terms to support future alignment.
• Ensure contract logic and rules are accurately reflected in systems so eligibility is generated correctly.

Roster, Inquiry, and Queue Management

• Oversee roster management and the triage and resolution of internal and external membership questions.
• Manage queues to ensure SLAs are met, and route issues to the right internal teams (e.g., onboarding, sales, account management, IT).

Metrics and Reporting

• Define, track, and drive team KPIs, including SLA performance, data accuracy, and turnaround time.
• Oversee recurring and ad hoc membership reporting, pulling and combining data from multiple sources into clear, actionable insights for stakeholders.

Process Improvement

• Proactively identify gaps and opportunities, and design, document, and implement new processes and tools that improve accuracy, efficiency, and partner experience.
• Anticipate emerging partner and business needs and plan the team's approach ahead of them.

Required

• Bachelor's degree in business administration, information management, data analytics, or a related field, or equivalent experience.
• 7+ years of experience in data analysis, data quality, membership or customer operations, or a related field.
• 3+ years of experience managing a team of analysts or similar professionals.
• Strong data analysis skills, including pulling and combining data from multiple sources and turning it into actionable insights.
• Working knowledge of relational databases and data models; proficiency with SQL and reporting or BI tools.
• Experience managing queues and meeting SLAs, and driving performance through metrics.
• Excellent written and verbal communication skills, including working with external partners.

Preferred

• Master's degree in business administration or a related field.
• Experience in pharmaceutical distribution, healthcare, or a contract/membership environment (e.g., GPO, 340B, or manufacturer-facing roles).
• Experience building or redesigning processes and documentation.
• Certification in data governance, project management, or equivalent.

Key Competencies

• Self-starter: Takes initiative, owns outcomes, and acts without waiting for direction.
• Forward thinker: Anticipates issues and partner needs, and creates new processes rather than only maintaining existing ones.
• Analytical problem solver: Turns data from multiple sources into clear recommendations.
• Partner-focused communicator: Builds trust with internal teams and external pharma partners.
• Organized and detail-oriented: Prioritizes competing demands and consistently meets SLAs.
• People leader: Coaches, develops, and holds a team accountable.

Actual duties and responsibilities may vary based on business needs, local requirements, and operational practices.

We provide compensation, benefits, and resources that enable a highly inclusive culture and support our team members’ ability to live with purpose every day. In addition to traditional offerings like medical, dental, and vision care, we also provide a comprehensive suite of benefits that focus on the physical, emotional, financial, and social aspects of wellness. This encompasses support for working families, which may include backup dependent care, adoption assistance, infertility coverage, family building support, behavioral health solutions, paid parental leave, and paid caregiver leave. To encourage your personal growth, we also offer a variety of training programs, professional development resources, and opportunities to participate in mentorship programs, employee resource groups, volunteer activities, and much more. For details, visit https://www.virtualfairhub.com/cencora

*This Salary Range reflects a National Average for this job. The actual range may vary based on your locale. Ranges in Colorado/California/Washington/New York/Hawaii/Vermont/Minnesota/Massachusetts/Illinois State-specific locations may be up to 10% lower than the minimum salary range, and 12% higher than the maximum salary range.

Cencora is committed to providing equal employment opportunity without regard to race, color, religion, sex, sexual orientation, gender identity, genetic information, national origin, age, disability, veteran status or membership in any other class protected by federal, state or local law.

The company’s continued success depends on the full and effective utilization of qualified individuals. Therefore, harassment is prohibited and all matters related to recruiting, training, compensation, benefits, promotions and transfers comply with equal opportunity principles and are non-discriminatory.

Cencora is committed to providing reasonable accommodations to individuals with disabilities during the employment process which are consistent with legal requirements. If you wish to request an accommodation while seeking employment, please call 888.692.2272 or email hrsc@cencora.com. We will make accommodation determinations on a request-by-request basis. Messages and emails regarding anything other than accommodations requests will not be returned

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