Agent Operator

McKesson is an impact-driven, Fortune 10 company that touches virtually every aspect of healthcare. We are known for delivering insights, products, and services that make quality care more accessible and affordable. Here, we focus on the health, happiness, and well-being of you and those we serve – we care.

What you do at McKesson matters. We foster a culture where you can grow, make an impact, and are empowered to bring new ideas. Together, we thrive as we shape the future of health for patients, our communities, and our people. If you want to be part of tomorrow’s health today, we want to hear from you.

The Agent Operator is accountable for what Sierra AI agents know and how they behave. This role tunes agent prompts, intents, conversation flows, and the knowledge they retrieve so that agents respond accurately, consistently, and in the McKesson voice across email, chat, and voice.

This is a hands-on operator role inside the Agentic Service Experience pillar. The Tuner adjusts the agent every day; reading transcripts, testing changes, curating the agent-facing knowledge base, and shipping iterations in partnership with Sierra and McKesson Technology. They translate the AI Agent Product Manager's prioritized backlog into actual agent behavior and translate quality findings from the AI Performance & Quality Analyst into prompt, flow, and knowledge changes.

This is a new role created as part of CxO's agentic service operating model and will help shape how agent tuning and knowledge curation scale through FY27 and beyond.

• Degree or equivalent and typically requires 7+ years of relevant experience.

  • Experience working with leading LLMs (e.g., Claude, GPT-4, Gemini) and Gen AI concepts including RAG, agentic AI, chain-of-thought prompting, decision flows, and AI reasoning.

  • Direct experience with the Sierra platform or a comparable agentic AI platform deployed at enterprise scale.

  • Systems thinking: ability to identify downstream implications of knowledge gaps and judgment around edge cases, ambiguity, and exception handling.

  • Understanding of semantic precision in the AI context.

  • Experience managing knowledge bases or content systems (e.g., KM platforms, CMS tools)

  • Contact center, customer service, or BPO domain experience in healthcare, life sciences, or regulated industries.

  • Prior experience as a contact center agent, trainer, QA analyst, or knowledge base owner before moving into AI.

  • Familiarity with responsible AI principles and risk considerations for regulated customer interactions.

  • Familiarity with SQL, Python, or JSON is a plus.

Bachelor's degree

• 7+ years of experience in Technical Writing, Information Architecture, Conversation Design, Knowledge Management, or Product Operations.

• 1+ year of demonstrated hands-on work with AI knowledge for a deployed conversational or agentic AI system.

• Demonstrated experience authoring structured content for technical or digital systems with the ability to author in a defined brand voice and translate ambiguous human guidance into precise, machine-actionable content.

• Analytical mindset with attention to precision and clarity; able to read transcripts, latency, and accuracy logs to diagnose where the agent failed and why.

• Excellent collaboration skills with both technical (product managers, engineers, data scientists) and non-technical stakeholders (frontline supervisors, SMEs, Legal, brand).

• Experience working in environments with evolving requirements and limited established processes. This role is shaping how the work gets done, not following an established playbook.

• Agent accuracy, tone consistency, and hallucination rates meet or exceed McKesson's published targets across go-lives.

• A structured, tagged, and current agent knowledge base is in place, with documented change control and a working synchronization process with the human KB of record.

• A documented tuning backlog is being worked on a predictable cadence, with each change traceable to a transcript, QA finding, or prioritized roadmap item.

• The AI Performance & Quality Analyst reports that observed quality issues are being triaged and resolved through a clear feedback loop.

• The AI Agent PM has a reliable partner for translating roadmap priorities into shipped agent improvements.

• SMEs across NAPS report that the agent reflects their domain accurately and that the process for updating agent knowledge works.

This role is a hybrid position. The selected candidate is expected to work on-site at our Fort Worth office a minimum of two (2) days per week, with the remaining days worked remotely. Specific in-office days may be designated based on team needs and business priorities.

McKesson complies with all applicable U.S. immigration laws and regulations. The Company does not provide employer support or sponsorship for any immigration related employment benefit for this role.

Applicants must be currently authorized to work in the United States on a fulltime basis without the need for employer support or sponsorship now or in the future. This includes having the legal right to work in the United States without the need for McKesson support or sponsorship for any immigration related employment authorization (e.g., H1B, O1, E3, H1B1, TN, F1 OPT, F1 STEM OPT, F1 CPT, etc.) now or in the future.

If you will require McKesson to provide immigration support or sponsorship now or in the future, you should not apply for this position

We are proud to offer a competitive compensation package at McKesson as part of our Total Rewards. This is determined by several factors, including performance, experience and skills, equity, regular job market evaluations, and geographical markets. The pay range shown below is aligned with McKesson's pay philosophy, and pay will always be compliant with any applicable regulations. In addition to base pay, other compensation, such as an annual bonus or long-term incentive opportunities may be offered. For more information regarding benefits at McKesson, please click here.

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