Director, Customer Excellence

Empower is a visionary healthcare company committed to providing quality, affordable medication to millions of patients across the nation. We hold the distinguished position of being the largest 503A compounding pharmacy and FDA-registered 503B outsourcing facility in the country serving the functional medicine markets.  

What sets us apart is our relentless focus on four core values: People, Quality, Service and Innovation. Our dedicated team of professionals collaboratively works to break new ground in the fields of manufacturing, distribution and quality control, providing a uniquely integrated approach to healthcare. Leveraging our vertical integration of the pharmaceutical supply chain, state-of-the-art technology, and a commitment to excellence, we are constantly pushing the boundaries of what is possible in medication accessibility and affordability.  

You're not just starting a job; you're joining a mission. We believe in empowering our team to innovate, grow, and drive real change in the healthcare industry. If you're a forward-thinker who thrives in a fast-paced, transformative environment, Empower is the place for you. Here, you’ll be encouraged to share your ideas, expand your skill set, and contribute to projects that genuinely make a difference. We prioritize the well-being of our team members, and we offer a supportive and engaging workplace where your contributions are not just recognized but celebrated.

Let’s revolutionize healthcare, together. Join us and be a part of something extraordinary.  

As the Director of Customer Excellence, you will shape the customer experience across quality assurance, incidents, and service teams, ensuring alignment with Empower’s mission to provide innovative, accessible medications. Leveraging data-driven insights and fostering continuous improvement, you will drive performance, efficiency, and long-term customer satisfaction. Join us to lead strategies that elevate service excellence, strengthen relationships, and support our vision of empowering healthier, happier lives.

• Designs and drives customer service strategies across quality assurance, incidents, and customer excellence teams, elevating the customer experience and ensuring alignment with Empower’s goals, while fostering continuous improvement in service quality.
• Leads the monitoring and evaluation of Customer Excellence performance, leveraging data-driven insights to implement impactful improvements, demonstrating full accountability for execution and delivering measurable results.
• Analyzes customer feedback and service performance metrics through dashboards and reports, ensuring transparency, identifying trends, and driving strategic decision-making to optimize Customer Excellence outcomes.
• Oversees training, communication, and readiness initiatives to ensure seamless adaptation to changes affecting customer service and pharmacy operations, maintaining operational continuity and excellence.
• Cultivates strong customer relationships with key stakeholders, providing timely and responsive support to resolve escalated issues, ensuring long-term partnership and loyalty while enhancing overall satisfaction.

While performing the responsibilities of the job, the employee is required to talk and hear. The employee is often required to remain in a stationary position for a significant amount of the workday and frequently use their hands and fingers to handle or feel in order to access, input, and retrieve information from the computer and other office productivity devices. The employee is regularly required to move about the office and around the corporate campus. The employee is regularly required to stand, walk, reach with arms and hands, climb or balance, and to stoop, kneel, crouch or crawl.

• Demonstrated leadership excellence, with a strategic, problem-solving, and data-driven approach to decision-making; skilled at communicating effectively across all management levels and fostering high-performing, collaborative teams.
• Exceptional customer service focus, with the ability to excel in dynamic, fast-paced, and team-driven environments; highly proficient in Microsoft Office tools (Excel, Word, PowerPoint, Outlook) and adaptable to evolving operational needs.

Key Competencies

• Customer Focus: Ability to build strong customer relationships and deliver customer centric solutions.
• Optimizes Work Processes: Know the most effective and efficient processes to get things done, with a focus on continuous improvement.
• Collaborates: Builds partnerships and works collaboratively with others to meet shared objectives.
• Resourcefulness: Secures and deploys resources effectively and efficiently.
• Manages Complexity: Makes sense of complex, high quality, and sometimes contradictory information to effectively solve problems.
• Ensures Accountability: Holds self and others accountable to meet commitments and objectives.
• Situational Adaptability: Adapts approach and demeanor in real time to match shifting demands of different situations.
• Communicates Effectively: Develops and delivers multi-mode communications that convey a clear understanding of the unique needs of different audiences.

Values

• People: Our people define who we are as a company, and we believe that understanding and addressing the needs of our team, clients, and community is fundamental to fostering a culture of support and growth.
• Quality: Quality stands at the core of our mission, reflecting our commitment to excellence in every medication we produce.
• Service: We are here to serve others. Every interaction with our patients, providers, employees and other stakeholders comes from a place of service.
• Innovation: By continuously exploring new methodologies and embracing technology, we ensure that every solution we offer is at the forefront of pharmaceutical care.

• Minimum of 10 years of experience managing customer service teams, call centers, pharmacy or healthcare operations, or similar roles.
• Bachelor's degree or equivalent work experience in business, healthcare administration, pharmacy operations, call center, customer service, or related fields required; Master’s degree preferred.
• Demonstrated experience leveraging AI in daily work to drive efficiency, solve problems, and enhance decision-making—adept at integrating AI-powered solutions into all workflows.

We offer comprehensive benefits to support your health, well-being, and future, including medical, dental, and vision coverage, paid time off, 401(k) matching, wellness perks, IV therapy, and compounded medications. Learn more: https://careers.empowerpharmacy.com/benefits/