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Cencora Logo Cencora · Customer Service

Customer Engagement Manager - Animal Health

United States 74000.00 - 105820.00 USD / Year · Job Posted February 20, 2026
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Job Description

This role is in support of Cencora's veterinary and livestock production solutions marketed through our MWI Animal Health business. The Customer Engagement Manager leads a fully remote team of Customer Engagement Representatives (CERs) whose primary focus is delivering a high‑quality, consistent, and supportive customer experience enabling prioritized commercial outcomes such as attainment, market share, customer satisfaction and customer adoption of new products and services.

Job Responsibility

  • Lead, coach, and develop remote CERs to deliver a consistently exceptional customer support experience
  • Monitor support quality, productivity, SLA attainment, and sales/experience outcomes
  • Plan and facilitate weekly virtual team meetings
  • Partner with Sr Leaders and Regional Directors to cultivate a remote team culture
  • Oversee workforce management within team to meet SLAs and budget targets
  • Recruit, hire, onboard, and mentor CERs
  • Implement inbound support engagement strategies
  • Implement outbound engagement programs
  • Handle customer escalations efficiently and professionally
  • Identify customer support and experience gaps and partner with Leadership and Learning & Development
  • Drive operating discipline to continuously improve the customer experience
  • Coordinate remote training with vendor partners
  • Travel occasionally to designated locations for leadership development, alignment, and collaboration

Requirements

  • Advanced understanding of customer support workflows, remote team management, and consultative service practices
  • 5+ years of directly related or relevant experience, including 2+ years of customer support, customer experience, service‑oriented, or people‑leadership experience
  • remote or hybrid team leadership preferred
  • BS/BA in a related discipline or equivalent related experience
  • professional certification may be preferred or required
  • Advanced knowledge of call center leadership, Microsoft Office, and digital communication/collaboration tools required for effective remote leadership

What we offer

  • medical
  • dental
  • vision care
  • comprehensive suite of benefits focusing on physical, emotional, financial, and social aspects of wellness
  • support for working families
  • backup dependent care
  • adoption assistance
  • infertility coverage
  • family building support
  • behavioral health solutions
  • paid parental leave
  • paid caregiver leave
  • training programs
  • professional development resources
  • opportunities to participate in mentorship programs
  • employee resource groups
  • volunteer activities
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