Director, Business Excellence

The Director, Business Excellence & Operations provides the operational foundation that enables Empower’s Customer Success, Digital Success, Customer Service, and Customer Experience & Design organizations to execute with speed, precision, and alignment. This leader architects the systems, processes, analytics, and governance frameworks that power scale, reliability, and performance across Empower’s 503A (patient-specific) and 503B (institutional) businesses. The role ensures Empower’s customer ecosystem operates on a shared rhythm of excellence predictive, efficient, and relentlessly mission focused.

Operating System Design & Enterprise Rhythm

• Enterprise Cadence: Design and manage Empower’s operating rhythm — including OKRs, business reviews, and performance cycles — ensuring consistency across Customer Success, Service, and Digital operations.
• Decision Architecture: Build governance structures and dashboards that connect customer outcomes, operational metrics, and financial performance. Create clarity of ownership and eliminate decision latency.
• Process Simplification: Map and standardize end-to-end workflows across 503-A and 503-B operations. Reduce redundancy and cycle time while maintaining compliance and patient safety.
• Cross-Functional Alignment: Ensure Customer Service, Success, and Digital teams operate from shared priorities and synchronized delivery plans. Translate strategic intent into unified execution.

Data, Analytics, and Performance Management

• Unified Data Model: Partner with Digital Success to create a single, enterprise data fabric that integrates operational, customer, and financial datasets into a real-time performance ecosystem.
• Volume Forecasting: Develop predictive models that forecast patient and provider demand using historical, seasonal, and behavioral patterns. Ensure accuracy drives staffing, supply, and cost optimization.
• Capacity Planning: Build capacity frameworks that connect demand forecasts to staffing, service-level goals, and productivity. Use simulation models to plan for growth, seasonality, and unplanned volatility.
• Workforce Management: Establish a Workforce Management (WFM) center of excellence across Customer Success, Service, and Digital teams. Optimize scheduling, utilization, and resource allocation to maintain responsiveness and cost discipline.
• Performance Analytics: Develop dashboards and KPIs for service levels, cycle times, utilization, and efficiency. Integrate analytics into monthly and quarterly reviews to drive continuous improvement and operational transparency.

Operational Excellence & Scalability

• Process Engineering and Automation: Lead enterprise-wide workflow optimization across onboarding, renewals, fulfillment, and digital adoption. Combine process redesign with automation to deliver measurable cycle-time and cost improvements.
• Business Excellence Framework: Implement a unified Excellence Framework built on Lean, Six Sigma, and Kaizen methodologies. Certify leaders in process improvement and institutionalize continuous improvement culture.
• Change and Transformation Execution: Translate strategic initiatives into executable, measurable workstreams. Ensure every transformation is supported by resource capacity and operational readiness.
• Scalability Governance: Use forecasting and capacity models to validate readiness for new programs, facilities, and offerings. Create an early-warning system that flags constraints before they impact performance or quality.

Example KPI’s

• Operational Efficiency Gain: ≥ 15 % reduction in cycle time across top five customer processes.
• Standardization Rate: ≥ 80 % of key workflows aligned to enterprise operating standards.
• Forecast Accuracy: ≥ 90 % accuracy in demand, volume, and renewal projections.
• Capacity Optimization: ≥ 95 % workforce utilization during steady-state operations with ≤ 5 % variance.
• Governance Compliance: ≥ 95 % adherence to business review cadence (QBR/MBR).
• Process Improvement ROI: ≥ 3:1 return on continuous improvement initiatives.

Team & Change Leadership

• Build and lead a high-performing Business Excellence organization from the ground up.
• Lead enterprise change initiatives with disciplined sequencing and executive alignment.
• Enforce zero-tolerance accountability, ensuring commitments consistently translate into outcomes.

• Deep expertise in designing enterprise operating systems, executive rhythms, and performance management in regulated, high-growth environments with accountability-driven cultures.
• Proven ability to deploy artificial intelligence responsibly, including governance, validation, explainability, and integration into operational decision-making.
• Advanced capability in predictive analytics, automation, and risk detection applied to quality, compliance, and execution reliability.
• Strong systems thinking, change management, and stakeholder alignment skills across complex, multi-functional enterprises.

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.

• 12+ years of experience in business excellence, operations, analytics, or enterprise transformation roles.
• Proven success designing operating rhythms, governance models, and performance systems at scale.
• Demonstrated experience applying AI, forecasting, and workforce analytics in operational environments.
• Experience leading cross-functional customer operations, digital, or service organizations preferred.
• Bachelor’s degree required; advanced degree or operational excellence 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/