Director, Customer Service

About Empower Pharmacy

Empower Pharmacy is a healthcare organization focused on expanding access to affordable, high-quality medications for patients across the United States. As a leading 503A compounding pharmacy and FDA-registered 503B outsourcing facility, the company is known for combining personalized medicine with modern pharmaceutical manufacturing. It is also recognized as one of Houston’s fastest-growing private companies and is ranked #116 in Healthcare & Medical on the Inc. 5000 List for 2025.

The company is guided by four core values: People, Quality, Service, and Innovation. Its integrated healthcare platform brings together manufacturing, quality control, distribution, and customer experience to improve outcomes for patients and providers nationwide.

Working at Empower means joining a mission-led organization that invests in growth, encourages bold ideas, and gives employees the opportunity to make a meaningful impact at scale.

Role Overview

The Director of Customer Service is responsible for leading Empower’s patient-direct and institutional service organization end to end. This person will oversee service performance across a fast-growing 503A/503B environment, build systems that scale with business growth, and use AI-enabled tools, automation, and analytics to improve speed, quality, and capacity without adding cost at the same rate.

This role partners closely with Operations, Sales, Quality, Technology, Product, Customer Success, Compliance, HR, and Business Excellence to ensure the customer perspective is reflected in major business decisions. The ideal candidate will bring strategic thinking, practical execution, strong learning agility, and a proven ability to develop high-performing teams in a regulated, fast-changing environment.

Key Responsibilities

Service Operations Leadership

• Oversee daily support operations for both patient-direct and institutional customers, ensuring responses are accurate, empathetic, and consistent across phone, email, chat, and digital channels.
• Use AI-based routing, real-time dashboards, and service monitoring tools to improve response speed, resolution quality, compliance, and service standards.
• Create and manage a performance framework around CSAT, NPS, first-contact resolution, and SLA performance, using analytics to identify patterns, bottlenecks, and accountability gaps.
• Maintain full compliance with HIPAA, patient privacy requirements, and 503A/503B standards, while keeping documentation audit-ready and supporting corrective action when needed.

Team Leadership and Development

• Build, recruit, and retain a strong team of supervisors, team leads, and frontline representatives.
• Develop career paths and competency models that attract top-performing talent and help employees grow into higher-level roles.
• Promote a culture aligned with Empower’s values by setting expectations, recognizing strong performance, and reinforcing accountability.
• Design training programs that strengthen product knowledge, communication, and problem-solving across all service levels.
• Use learning tools and coaching approaches to shorten onboarding time and close skill gaps quickly.

Customer Experience and Voice of the Customer

• Lead voice-of-the-customer programs that use survey analysis and sentiment insights to understand patient and institutional satisfaction trends.
• Convert customer feedback into practical recommendations that influence service design, product decisions, and operational improvements.
• Identify recurring issues and service friction by analyzing cross-channel data and partnering with internal teams to reduce customer effort.
• Map customer journeys and work with Product and Operations to remove handoffs, improve resolution speed, and validate workflow changes before rollout.

Technology and Process Innovation

• Assess and implement CRM platforms, support tools, and workforce management systems such as Salesforce and NICE to improve productivity, reporting, and service scalability.
• Lead Lean and Six Sigma efforts to eliminate waste, improve workflows, and expand capacity efficiently.
• Use automation for routine interactions and build a knowledge management system that delivers accurate, consistent information across teams and channels.
• Partner with workforce management to support forecasting, scheduling, staffing optimization, and SLA performance during peak demand.

Cross-Functional Collaboration and Executive Reporting

• Represent customer service in cross-functional projects involving Operations, Customer Success, Compliance, Technology, Sales, and Product.
• Ensure service considerations are included in product launches, process changes, and policy updates.
• Deliver executive-level reporting that highlights service quality, efficiency, satisfaction trends, risks, and improvement opportunities.
• Keep teams informed and prepared for operational updates, product changes, and compliance shifts through clear communication and readiness planning.

Qualifications and Skills

• Deep experience leading customer service operations in multi-channel environments, with direct exposure to phone, email, chat, and digital support.
• Strong command of service metrics such as CSAT, NPS, first-contact resolution, and SLA adherence.
• Hands-on experience using CRM and support technologies, including AI-enabled tools and workforce management platforms.
• Working knowledge of Lean, Six Sigma, or similar process improvement methods.
• Proven ability to lead, coach, and scale high-performing teams.
• Strong executive communication, stakeholder management, and cross-functional collaboration skills.
• Ability to operate effectively in a regulated, matrixed, high-growth business environment.

Experience and Education

The role requires at least 8 years of progressive customer service leadership experience, including 3 or more years at the director level managing multi-channel support operations at scale. A bachelor’s degree in Business Administration, Operations Management, or a related field is required. Experience in healthcare, pharmacy, or another regulated industry is considered an advantage.

Core Competencies

• Customer-centric thinking and problem solving
• Responsible adoption of AI and automation
• Process improvement and operational efficiency
• Strong collaboration across functions
• Resource planning and execution
• Ability to manage complex issues
• Accountability and follow-through
• Adaptability in changing environments
• Clear communication with varied audiences

Values

• People: Empowering employees is central to the company culture.
• Quality: Excellence is expected in every product and every interaction.
• Service: Helping others is treated as the organization’s highest purpose.
• Innovation: Technology and discovery are used to advance care.

Benefits

Empower Pharmacy offers a comprehensive benefits package that may include medical, dental, and vision coverage, paid time off, 401(k) matching, wellness perks, IV therapy, and compounded medications.

Physical Requirements

This position requires regular speaking and listening. The employee will spend significant time at a desk using a computer and office equipment, and will also move around the office and corporate campus as needed. The role may require standing, walking, reaching, climbing or balancing, and occasional stooping, kneeling, crouching, or crawling.