< All Job Postings

Business Product Manager – Customer Success and Service

Location: US Remote
Posted: July 29, 2026
Req# 6280
Customer Success

Empower Pharmacy is a visionary healthcare company dedicated to making quality, affordable medication accessible to millions of patients nationwide. As the nation’s most advanced 503A compounding pharmacy and FDA-registered 503B outsourcing facility, we’re redefining what’s possible in personalized medicine and pharmaceutical manufacturing. We’re proud to be recognized as one of Houston’s fastest-growing private companies and ranked #116 in Healthcare & Medical on the Inc. 5000 List for 2025.

Our strength is built on four core values: People, Quality, Service, and Innovation. Guided by these principles, we’ve created a uniquely integrated healthcare platform powered by advanced technology, operational excellence, and a relentless commitment to patient care. From manufacturing and quality control to distribution and customer experience, our teams work together to raise industry standards, expand access to critical medications, and improve outcomes for patients and providers across the country.

At Empower, joining our team means more than starting a new role. It means becoming part of a mission-driven organization that’s transforming healthcare at scale. We invest deeply in our people, encourage bold thinking, and create opportunities for growth, leadership, and innovation at every level. Your ideas matter here, your development is supported, and the work you do has a direct impact on the lives of millions.

If you thrive in a fast-moving, purpose-driven environment where innovation, collaboration, and ambition come together, Empower Pharmacy is the place for you. Let’s transform healthcare together.

Position Summary:

The CSS Business Product Manager partners directly with customer service, operations, and technology teams to deploy, optimize, and support digital solutions that improve customer experience, operational efficiency, and enterprise performance.

This role owns implementation, technical troubleshooting, workflow optimization, solution adoption, and cross-functional collaboration across customer-facing systems. Leveraging AI as a force multiplier, the position accelerates issue resolution, enhances decision-making, automates repetitive processes, and improves service quality through intelligent insights and scalable technology solutions.

Operating within Empower's hyper-growth, highly regulated 503A/503B pharmacy environment, the role ensures secure, compliant, and reliable solution delivery while enabling continuous innovation. Success requires strategic thinking, disciplined execution, exceptional learning agility, technical curiosity, and relentless accountability to consistently deliver measurable business outcomes.

Responsibilities:

Technical Deployment

  • Solution Implementation: Deploy, configure, validate, and optimize customer service technologies by partnering with business, operations, and engineering teams to ensure successful production readiness and operational adoption. Leverage AI-powered implementation planning, intelligent configuration recommendations, workflow automation, and deployment analytics to improve delivery speed, solution quality, decision-making, and scalable execution while maintaining compliance with organizational standards and regulatory expectations.
  • Environment Support: Maintain deployment environments by monitoring application performance, validating integrations, resolving configuration issues, and coordinating release activities across cross-functional teams. Utilize AI-enabled monitoring, anomaly detection, predictive diagnostics, and operational insights to proactively identify issues, reduce downtime, accelerate troubleshooting, and improve overall system reliability supporting customer service operations and business continuity.
  • Integration Management: Design, configure, and validate integrations between customer service platforms, operational systems, and supporting technologies to ensure accurate, secure, and efficient information exchange. Apply AI-assisted integration monitoring, data validation, and exception detection capabilities to improve implementation quality, reduce manual effort, strengthen decision-making, and support scalable digital transformation initiatives across enterprise operations.

Operational Enablement

  • Issue Resolution: Investigate, troubleshoot, and resolve complex technical issues affecting customer service technologies by collaborating with engineering, infrastructure, operations, and vendor partners to restore functionality efficiently. Utilize AI-powered diagnostics, knowledge retrieval, root cause analysis, and solution recommendations to improve response speed, decision quality, and operational stability while minimizing business disruption and customer impact.
  • Workflow Optimization: Evaluate existing customer service workflows, identify operational inefficiencies, and implement technology enhancements that improve productivity, user experience, and business outcomes. Leverage AI-driven process analysis, automation opportunities, predictive recommendations, and performance insights to streamline operations, eliminate repetitive work, and continuously improve technology-enabled service delivery supporting organizational growth objectives.
  • User Enablement: Partner with business stakeholders to provide technical guidance, solution demonstrations, knowledge sharing, and adoption support that maximize value from deployed technologies. Utilize AI-assisted training resources, interactive knowledge tools, and personalized learning recommendations to improve user proficiency, increase solution adoption, accelerate issue resolution, and strengthen overall customer service performance.

Performance Excellence

  • Performance Monitoring: Continuously monitor application health, service performance, system utilization, and operational metrics to identify optimization opportunities and ensure reliable technology delivery. Utilize AI-enabled analytics, predictive monitoring, automated alerting, and trend analysis to strengthen decision-making, improve service quality, reduce operational risk, and support proactive technology management across customer service environments.
  • Documentation Management: Develop and maintain accurate technical documentation, implementation guides, configuration records, troubleshooting procedures, and knowledge articles supporting operational excellence and organizational scalability. Leverage AI-powered documentation generation, knowledge organization, content validation, and search capabilities to improve information quality, accelerate knowledge sharing, and enhance support consistency across cross-functional teams.
  • Continuous Improvement: Drive continuous improvement initiatives by evaluating deployment outcomes, customer feedback, operational performance, and emerging technologies to recommend scalable enhancements. Utilize AI-generated insights, performance analytics, and implementation intelligence to improve delivery methodologies, optimize technical solutions, strengthen customer experiences, and support Empower's rapidly evolving digital transformation strategy.

Knowledge and Skills:

  • Demonstrated expertise in enterprise application deployment, systems integration, technical troubleshooting, workflow optimization, customer support technologies, and cross-functional collaboration supporting digital transformation initiatives.
  • Proficiency using CRM platforms, ticketing systems, cloud technologies, APIs, SQL fundamentals, monitoring tools, AI-enabled productivity solutions, and digital collaboration platforms to improve operational performance.
  • Strong analytical, technical, communication, and problem-solving skills, with the ability to manage competing priorities, influence stakeholders, and deliver high-quality technology solutions within dynamic business environments.
  • Proven ability to leverage AI responsibly for diagnostics, workflow automation, documentation, predictive analytics, decision support, and continuous improvement while maintaining compliance, security, and operational excellence.

Experience and Qualifications:

  • Bachelor's degree in Computer Science, Information Technology, Engineering, Information Systems, or a related technical discipline preferred.
  • Three or more years of experience supporting enterprise applications, systems implementation, technical operations, customer-facing technologies, or digital transformation initiatives.
  • Experience troubleshooting software applications, configuring enterprise platforms, supporting integrations, and collaborating across business and technical teams.
  • Working knowledge of APIs, cloud platforms, SQL fundamentals, system integrations, and modern customer service technologies preferred.
  • Experience utilizing AI-enabled development, operational, monitoring, or productivity tools to improve technical delivery and business outcomes preferred.
  • Excellent organizational, analytical, communication, and stakeholder management skills, with the ability to deliver high-quality solutions in fast-paced, highly regulated environments.

Key Competencies:

  • Customer Focus: Builds trust through customer-centric solutions.
  • Strategic AI: Guides responsible AI adoption and adaptation.
  • Optimizes Work Processes: Drives efficiency with continuous improvement.
  • Collaborates: Partners effectively to achieve shared goals.
  • Resourcefulness: Secures and deploys resources efficiently.
  • Manages Complexity: Simplifies and solves complex challenges.
  • Ensures Accountability: Delivers on commitments with integrity.
  • Situational Adaptability: Adjusts approach to shifting conditions.
  • Communicates Effectively: Tailors messages to diverse audiences.

Values:

  • People: Empowering people defines who we are.
  • Quality: Excellence in every product, every time.
  • Service: Serving others is our highest purpose.
  • Innovation: Advancing care through technology and discovery.

Employee Benefits, Health, and Wellness:

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/

Physical Requirements:

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. Employees are 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.

Apply Now

Accepted file types: PDF, DOC, DOCX, TXT, RTF.
Max size: 100 MB.
Accepted file types: PDF, DOC, DOCX, TXT, RTF.
Max size: 100 MB.

Note: Selecting "No" will not eliminate you from consideration for this role.

Message and Data rates may apply, depending on your mobile service plan. At any time, you can get more help by replying HELP to these texts, or you can opt out completely by replying STOP.

For full terms of consent, please visit Empower Applicant SMS Consent. For more information regarding Empower's Applicant Privacy Practices, please visit Empower Applicant Privacy Policy.

Candidate Privacy Policy & Terms of Service

Empower uses AI-assisted tools throughout the hiring process. This may include resume and application screening, interview transcription, AI-generated summaries and candidate assessments, interview evaluation, and candidate communications. Our AI tools are designed to complement, not replace, human decision-making. Empower hiring teams review all AI outputs.

Your decision does not affect your eligibility or selection for employment. If you do not provide consent, your application will be reviewed without the use of AI-assisted tools and you will be evaluated on the same criteria as all other candidates.

Illinois applicants: In accordance with the Illinois Artificial Intelligence Video Interview Act, Empower discloses that AI may be used to analyze video interview recordings, including evaluation of speech patterns, word choice, and responses to interview questions.

For full details, visit our Candidate Confidentiality & Consent Agreement and Applicant Privacy Policy.

If you prefer not to consent or wish to exercise any of your data rights at any time, please reach out to our Talent Acquisition team:

Submit a request: [Click HERE]

Email: talentacquisition@empowerpharmacy.com

Please carefully read Empower's Applicant Privacy Policy, Candidate Confidentiality & Consent Agreement, and Third-Party Vendor List before proceeding.

I confirm that, to the best of my knowledge, the information I have provided in this application is accurate and complete. I understand that Empower Pharmacy ("Empower") will rely on this information to evaluate my application, excluding any personal voluntary disclosures, which will be treated as anonymous and not used in hiring decisions.

I agree that my personal data — including name, contact information, employment history, education, and other application materials — may be used by Empower for recruitment and hiring purposes in accordance with the Applicant Privacy Policy and Candidate Confidentiality & Consent Agreement. Where necessary, my data may be shared with Empower's authorized service providers and third-party vendors listed in the Third-Party Vendor List, including AI technology providers. Empower will ensure my data is protected and used only for the purposes described.

By submitting this application, I acknowledge that I have been informed that Empower's hiring process may use AI-assisted tools to support candidate screening and evaluation, and I consent to such use as described in the Candidate Confidentiality & Consent Agreement and Applicant Privacy Policy.

I understand that I may exercise my data rights at any time — including access, correction, deletion, and opt-out of AI processing — by submitting a request [HERE] or emailing talentacquisition@empowerpharmacy.com.

California applicants may exercise additional rights under the CCPA/CPRA as described in the Applicant Privacy Policy.

Texas applicants may exercise rights under the Texas Responsible AI Governance Act (TRAIGA) and the Texas Data Privacy & Security Act (TDPSA) as described in the Applicant Privacy Policy.

If I am a current Empower employee, I understand I should apply through the internal careers portal.

Voluntary Self-Identification


For government reporting purposes, we ask candidates to respond to the below self-identification survey. Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

As set forth in Empower Pharmacy’s Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.

Race & Ethnicity Definitions

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to the Vietnam Era Veterans' Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.

Voluntary Self-Identification of Disability

Form CC-305
Page 1 of 1
OMB Control Number 1250-0005
Expires 04/30/2026

Why are you being asked to complete this form?

We are a federal contractor or subcontractor. The law requires us to provide equal employment opportunity to qualified people with disabilities. We have a goal of having at least 7% of our workers as people with disabilities. The law says we must measure our progress towards this goal. To do this, we must ask applicants and employees if they have a disability or have ever had one. People can become disabled, so we need to ask this question at least every five years.

Completing this form is voluntary, and we hope that you will choose to do so. Your answer is confidential. No one who makes hiring decisions will see it. Your decision to complete the form and your answer will not harm you in any way. If you want to learn more about the law or this form, visit the U.S. Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

How do you know if you have a disability?

A disability is a condition that substantially limits one or more of your “major life activities.” If you have or have ever had such a condition, you are a person with a disability. Disabilities include, but are not limited to:

  • Alcohol or other substance use disorder (not currently using drugs illegally)
  • Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, HIV/AIDS
  • Blind or low vision
  • Cancer (past or present)
  • Cardiovascular or heart disease
  • Celiac disease
  • Cerebral palsy
  • Deaf or serious difficulty hearing
  • Diabetes
  • Disfigurement, for example, disfigurement caused by burns, wounds, accidents, or congenital disorders
  • Epilepsy or other seizure disorder
  • Gastrointestinal disorders, for example, Crohn's Disease, irritable bowel syndrome
  • Intellectual or developmental disability
  • Mental health conditions, for example, depression, bipolar disorder, anxiety disorder, schizophrenia, PTSD
  • Missing limbs or partially missing limbs
  • Mobility impairment, benefiting from the use of a wheelchair, scooter, walker, leg brace(s) and/or other supports
  • Nervous system condition, for example, migraine headaches, Parkinson’s disease, multiple sclerosis (MS)
  • Neurodivergence, for example, attention-deficit/hyperactivity disorder (ADHD), autism spectrum disorder, dyslexia, dyspraxia, other learning disabilities
  • Partial or complete paralysis (any cause)
  • Pulmonary or respiratory conditions, for example, tuberculosis, asthma, emphysema
  • Short stature (dwarfism)
  • Traumatic brain injury

PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.

Apply Now