Customer Service Operations Project Manager

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.  

The Customer Service Operations Project Manager drives exceptional service and operational excellence by leading initiatives that enhance pharmacy operations and customer service efficiency. In this role, you will contribute to Empower Pharmacy’s mission of expanding access to high-quality, affordable medications by optimizing workflows, streamlining processes, and ensuring seamless coordination across teams. Through data-driven decision-making, continuous improvement strategies, and cross-functional collaboration, you will enhance customer satisfaction, improve service delivery, and support innovative medication solutions that positively impact patient outcomes.

• Assists in bridging the day-to-day operations of the 503A pharmacy admin and customer service departments to ensure seamless project management deadlines, communication and workflow, consistently optimizing both efficiency and quality of service.
• Coordinates improvement initiatives with department leaders to streamline processes, team effectiveness, enhance customer service and resolve operational challenges by implementing data-driven improvements.
• Implements continuous improvements to 503A Pharmacy operations and customer service areas, streamlines dashboards, reports and Standard Operating Procedures to maintain transparency, identify trends, measure team success, and support strategic decision-making for pharmacy operations.
• Ensures training, communication and preparedness toward changes that may affect company operations and protocols.
• Cross collaborates effectively and in compliance with pharmacy regulations, Customer Service teams, Operations, Sales, Legal & Compliance, Marketing, Information Technology and other critical functions.

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.

• Exceptional communication, leadership, and organizational skills, with the ability to build relationships, manage cross-functional teams, and adapt to dynamic environments.
• Proficiency in project management software, Customer Relationship Management systems, data analysis tools, and Microsoft Office Suite, with strong attention to detail and process optimization expertise.

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 8 years of experience in project management, customer service operations, or a related field, with a proven track record of driving operational improvements and delivering results.
• Requires a Bachelor’s degree in business administration, operations management, or a related field; a master’s degree is preferred but not mandatory.

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/