Business Product Manager – Customer Success and Service

About Empower Pharmacy

Empower Pharmacy is a pioneering healthcare organization committed to providing affordable, high-quality medications accessible to millions nationwide. It stands as the most advanced 503A compounding pharmacy and an FDA-registered 503B outsourcing facility, transforming personalized medicine and pharmaceutical production. Recognized among Houston’s fastest-growing private companies and ranked #116 in Healthcare & Medical on the Inc. 5000 List for 2025, Empower prides itself on its foundational values: People, Quality, Service, and Innovation.

The company has developed a uniquely integrated healthcare platform driven by leading-edge technology, operational excellence, and a strong commitment to patient care. Collaborations among teams spanning manufacturing, quality control, distribution, and customer experience continuously raise industry standards, widen medication access, and improve outcomes for patients and healthcare providers across the U.S. Joining Empower means engaging with a mission-focused environment offering growth, leadership, and innovation opportunities where your contributions directly impact millions.

Position Overview

The Business Product Manager in Customer Success and Service (CSS) collaborates closely with customer service, operations, and technology departments to implement, fine-tune, and support digital tools that enhance customer experiences, operational efficiency, and overall enterprise performance. This position assumes full ownership of solution deployment, technical issue resolution, workflow improvement, solution adoption, and cross-functional coordination across customer-facing systems.

By effectively harnessing artificial intelligence as a multiplier, the role accelerates problem-solving, improves decision-making, automates routine tasks, and elevates service quality through intelligent insights and scalable technologies. Functioning in Empower’s hyper-growth, highly regulated 503A/503B pharmacy setting, the role ensures secure, compliant, and dependable solution deployment while fostering ongoing innovation. Success demands strategic vision, disciplined execution, adaptability, tech curiosity, and accountability to yield measurable business impacts consistently.

Primary Responsibilities

• Implement and configure customer service technologies in partnership with business, operations, and engineering teams to achieve production readiness and operational integration, using AI-driven planning and analytics to enhance delivery speed and quality within compliance standards.
• Oversee deployment environments by monitoring application performance, validating system integrations, resolving configuration challenges, and coordinating software releases, employing AI-enabled diagnostics and anomaly detection to minimize downtime and improve reliability.
• Design, set up, and verify integrations among customer service, operational platforms, and ancillary technologies to ensure secure and efficient data flow, applying AI-powered monitoring and validation tools to streamline implementations and reduce manual oversight.
• Diagnose and resolve complex technical challenges affecting customer service tools by collaborating with engineering, infrastructure, operations, and vendors, utilizing AI-assisted troubleshooting and root cause analysis to restore functionalities swiftly and maintain operational stability.
• Assess and optimize customer service workflows to boost productivity, user experience, and business outcomes, leveraging AI-driven process evaluations, automation possibilities, and predictive recommendations to eliminate redundancies and support company growth.
• Work with stakeholders to deliver technical guidance, tool demonstrations, training, and adoption support, utilizing AI-infused educational resources to enhance user competence and increase adoption rates.
• Continuously monitor applications and systems for health, performance, and operational metrics, using AI-powered analytics and forecasting to identify improvements, reduce risk, and proactively manage technology services.
• Create and maintain comprehensive technical documentation, configuration records, troubleshooting manuals, and knowledge articles, employing AI-generated content tools to improve accuracy and accessibility across teams.
• Lead ongoing improvement efforts by analyzing deployment outcomes, customer feedback, operational metrics, and emerging tech trends, using AI-derived insights to enhance delivery techniques, technical solutions, and customer service excellence in line with Empower’s digital transformation strategy.

Skills and Expertise

• Proven experience with enterprise application deployment, technical troubleshooting, systems integration, workflow enhancement, and customer support technologies aligned with digital innovation projects.
• Proficiency in CRM platforms, ticket management systems, cloud infrastructure, API usage, foundational SQL skills, system monitoring tools, AI-enabled productivity software, and collaborative digital platforms.
• Strong analytical, technical, communication, and problem-solving abilities, adept at prioritizing tasks, influencing stakeholders, and delivering high-quality solutions in dynamic settings.
• Demonstrated responsible utilization of AI for diagnostic purposes, workflow automation, documentation creation, predictive analytics, and continuous improvement, ensuring compliance and operational integrity.

Qualifications and Experience

• Bachelor's degree in Computer Science, Information Technology, Engineering, Information Systems, or a related discipline is preferred.
• A minimum of three years working with enterprise application support, system implementations, technical operations, customer-facing tech, or digital transformation efforts.
• Hands-on experience in troubleshooting software solutions, configuring enterprise platforms, managing integrations, and cross-functional collaboration.
• Working knowledge of APIs, cloud technologies, SQL basics, system integrations, and modern customer service tools is desired.
• Experience leveraging AI-enabled tools for development, operations, monitoring, or productivity enhancement is advantageous.
• Exceptional organizational, analytical, communication, and stakeholder management skills suited for fast-paced, highly regulated environments.

Core Competencies

• Customer-Centric Approach: Builds trust by focusing on solutions that serve customer needs.
• Strategic AI Advocate: Leads thoughtful adoption and adaptation of AI technologies.
• Process Optimizer: Pursues continuous efficiency improvements.
• Collaborative Partner: Works effectively with diverse teams to meet mutual objectives.
• Resource Manager: Efficiently secures and allocates resources to meet goals.
• Complexity Navigator: Simplifies and addresses complicated challenges.
• Accountability: Upholds commitments with integrity and reliability.
• Adaptive: Adjusts strategies based on evolving circumstances.
• Effective Communicator: Adapts messaging to varied audiences and contexts.

Values

• People: Empowerment defines the company culture.
• Quality: Commitment to excellence in products and services.
• Service: Dedication to serving others is paramount.
• Innovation: Progressing care through technology and discovery.

Employee Benefits and Wellness

The company offers a comprehensive benefits package that supports employees’ health and well-being, including medical, dental, and vision insurance, paid time off, 401(k) matching, wellness programs, IV therapy, and access to compounded medications.

Physical Requirements

Employees must be able to communicate effectively, remain seated for extended periods, frequently use hands and fingers for computer and office device operation, move around office spaces and the corporate campus, and perform activities such as standing, walking, reaching, climbing, balancing, stooping, kneeling, crouching, and crawling.