Manager, Compliance Communication

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 Manager, Compliance Communications plays a critical role in ensuring that our customer service operations meet the highest standards of regulatory and procedural compliance specific to regulatory requirements. This leader bridges frontline service with clinical and legal excellence, supporting controlled substance adherence, prescription validation, and provider education. As Empower expands access to affordable, compounded medications for millions, this role safeguards the integrity and compliance of the systems and relationships that make that mission possible.

• Oversees daily operations and performance of the Customer Service Compliance team, ensuring timely, accurate responses to regulatory inquiries and adherence to quality metrics, service standards, and compliance expectations.
• Leads the development and delivery of client-facing education on federal and state compounding pharmacy regulations, translating complex guidance from agencies such as the Food and Drug Administration (FDA), Drug Enforcement Administration (DEA), United States Pharmacopeia, and state boards into clear, actionable communication.
• Acts as a liaison between customer experience, regulatory affairs, legal, quality assurance, and marketing teams to ensure compliance messaging is accurate, unified, and aligned across all service channels.
• Establishes and maintains standardized protocols, standard operating procedures, and messaging templates—including call scripts, emails, letters, and frequently asked questions—to support proactive regulatory communication and maintain audit readiness.
• Conducts ongoing team training on current regulations, Empower’s communication tone, and customer service expectations to ensure high levels of professionalism, consistency, and confidence in client interactions.
• Analyzes trends in compliance-related inquiries and feedback to identify recurring communication challenges, recommend process improvements, and enhance customer understanding of regulatory changes.
• Remains current on evolving regulatory requirements, participating in internal reviews and implementing updates that impact service delivery and client compliance.

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.

• Strong knowledge of 503A pharmacy regulations, controlled substance handling, cGMP regulations, and DEA and FDA documentation requirements, with the ability to translate complex guidance into frontline service standards.
• Proficient in Customer Relationship Management ticketing, or pharmacy systems with demonstrated ability to integrate artificial intelligence to improve compliance outcomes and workflow reliability.

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 5 years of experience in a regulated pharmacy, healthcare, or customer service environment, with at least 2 years in a leadership role involving compliance or controlled substance handling.
• Requires a bachelor’s degree in healthcare administration, business, pharmaceutical sciences, or a related field; Doctor of Pharmacy (preferred).
• Certified Pharmacy Technician (CPhT) or Registered Pharmacist (PharmD, RPh) strongly preferred; NABP Drug Distributor Accreditation knowledge preferred; DEA compliance training or certification preferred.

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/