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Manager, Customer Service Management

April 28, 2026

Cardinal Health Sonexus Health Pharmacy Services helps specialty pharmaceutical manufacturers remove barriers to care so that patients can access, afford and remain on the therapy they need for a better quality of life. Our diverse expertise in pharma, payer and hub services allows us to deliver best-in-class solutions—driving brand and patient markers of success. We’re continuously integrating advanced and emerging technologies to streamline patient onboarding, qualification and adherence. Sonexus Health Pharmacy Services, our non-commercial specialty pharmacy is centralized at our custom-designed facility outside of Dallas, Texas, empowering manufacturers to rethink the reach and impact of their products.Together, we can get life-changing therapies to patients who need them—faster.Responsibilities:<ul><li>Provide strategic direction for management and development of pharmacy programs including optimizing workflows using tools such as PMS, CRMs, IVRs, digital communications and other available technologies and products.</li><li>Manage subordinate supervisors who direct employees in fulfilling customer’s requests</li><li>Responsible for the overall direction, coordination, and evaluation of their teams’ employees</li><li>Oversee work on a daily basis in conjunction with supervisors and team leads while resolving day-to-day problems using defined processes</li><li>Build customer relationships, interpret customer needs and assesses their business requirements while developing alternate solutions when neede</li><li>Interact with clients to provide resolution to inquiries and present updates on specific program performance</li><li>Regularly communicate with customer account managers on client requests and needs</li><li>Oversee employee schedules to ensure proper business coverage as outlined by client contracts and company policies</li><li>Set priorities for the team to ensure task completion, coordinate work activities with other supervisors</li><li>Conduct time and capacity studies to forecast future staffing needs</li><li>Coordinate with talent acquisition related to vacancy needs and interview and select top talent</li><li>Coach and mentor supervisors providing feedback and advice</li><li>Design and deliver corrective action plans for employees</li><li>Provide input into succession plans and development plans for employees</li><li>Perform HR related duties such as PTO requests, Timecards, Quarterly Reviews</li><li>Conduct one-on-one discussions with supervisors documenting performance and providing feedback</li><li>Work within budget and financial objectives as defined by director</li><li>Works directly with the manufacturer clients on program requirements, day to day operations and ideas to grow the business</li><li>Participates in Quarterly Business Reviews with the client</li><li>Communicate with directors providing updates on current workload and performance</li><li>Serve as an escalation point of contact for employees, patients, and providers to resolve issues</li><li>Serve as a subject matter expert providing coaching and training to employees in the areas of customer service, case resolution, and database management</li><li>Coordinate with training center of excellence related to upcoming training needs</li><li>Develop employee knowledge and skill set through monitoring and quality review of telephone calls and documentation of work</li><li>Review activity reports to assess performance to maintain contractual KPI’s and SLA’s</li></ul>Qualifications:<ul><li>Minimum of Bachelor’s degree or equivalent, preferred</li><li>Proven record of leading and developing a team of employees with experience building a bench of talent</li><li>Prior experience in call center, healthcare, or related field, preferred</li><li>Health insurance knowledge with both commercial and government plans highly desired</li><li>Specialty pharmaceutical knowledge, preferred</li><li>Strong desire for career progression into leadership roles</li><li>Willingness to roll up sleeves and work with any levels of the organization</li><li>Excellent listener, problem solver, motivator, and coach</li><li>Demonstrated leadership and communication skills</li><li>Approachable with the ability to build rapport with teammates across functions and businesses</li><li>Sound decision maker with financial acumen</li></ul>What is expected of you and others at this level<ul><li>Manages department operations and supervises professional employees, frontline supervisors and/or business support staff</li><li>Participates in the development of policies and procedures to achieve specific goals</li><li>Ensures employees operate within guidelines</li><li>Decisions have a short-term and long-term impact on work processes, outcomes, and customers</li><li>Interacts with subordinates, peer customers and suppliers at various management levels may interact with senior management</li><li>Interactions normally involves resolution of issues related to operations and/or projects</li><li>Gains consensus from various parties involved</li></ul>REMOTE DETAILS: You will work remotely, full-time. It will require a dedicated, quiet, private, distraction free environment with access to high-speed internet. We will provide you with the computer, technology and equipment needed to successfully perform your job. You will be responsible for providing high-speed internet. Internet requirements include the following:Maintain a secure, high-speed, broadband internet connection (DSL, Cable, or Fiber) at the remote location. Dial-up, satellite, WIFI, Cellular connections are NOT acceptable. Download speed of 15Mbps (megabyte per second)<ul><li>Upload speed of 5Mbps (megabyte per second)</li><li>Ping Rate Maximum of 30ms (milliseconds)</li><li>Hardwired to the router</li><li>Surge protector with Network Line Protection for CAH issued equipment</li></ul>Anticipated salary range: $87,700 - $125,300Bonus eligible: YesBenefits: Cardinal Health offers a wide variety of benefits and programs to support health and well-being.<ul><li>Medical, dental and vision coverage</li><li>Paid time off plan</li><li>Health savings account (HSA)</li><li>401k savings plan</li><li>Access to wages before pay day with myFlexPay</li><li>Flexible spending accounts (FSAs)</li><li>Short- and long-term disability coverage</li><li>Work-Life resources</li><li>Paid parental leave</li><li>Healthy lifestyle programs</li></ul>Application window anticipated to close: 6/23/2026 *if interested in opportunity, please submit application as soon as possible. The salary range listed is an estimate. Pay at Cardinal Health is determined by multiple factors including, but not limited to, a candidate’s geographical location, relevant education, experience and skills and an evaluation of internal pay equity.Candidates who are back-to-work, people with disabilities, without a college degree, and Veterans are encouraged to apply. Cardinal Health supports an inclusive workplace that values diversity of thought, experience and background. We celebrate the power of our differences to create better solutions for our customers by ensuring employees can be their authentic selves each day. Cardinal Health is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, ancestry, age, physical or mental disability, sex, sexual orientation, gender identity/expression, pregnancy, veteran status, marital status, creed, status with regard to public assistance, genetic status or any other status protected by federal, state or local law.To read and review this privacy notice click <a href="" target="_blank" rel="noopener noreferrer">here</a>

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...