Director, Customer Service

POSITION SUMMARY

The Director of Customer Service owns Empower's patient-direct and institutional service organization, accountable for end-to-end performance across a high-growth, 503A/503B compounding pharmacy environment. This leader drives consistent, high-quality delivery across all channels while building scalable operations that grow with the business. Leveraging AI-powered tools, intelligent automation, and real-time analytics, the Director accelerates resolution speed, elevates service quality, and expands operational capacity without proportional cost growth. Serving as a strategic partner to Operations, Sales, Quality, Technology, and Product, this role ensures the customer voice is embedded into every key business decision. The ideal candidate is a high-impact leader who combines strategic vision with disciplined, hands-on execution, possesses strong learning agility, and has a demonstrated ability to build, inspire, and scale high-performing teams within a fast-paced, highly regulated, and rapidly evolving environment.

RESPONSIBILITIES

Service Operations Leadership

• Operational Excellence: Direct daily service operations across patient-direct and institutional segments, ensuring accurate, empathetic support on every interaction. Use AI-assisted routing and real-time dashboards to optimize response and resolution times, enforce compliance, and uphold service standards across phone, email, chat, and digital channels.
• Performance Architecture: Build and govern a metrics framework spanning CSAT, NPS, first-contact resolution, and service level adherence. Deploy AI analytics to surface trends and bottlenecks and establish clear accountability structures across supervisors and team leads to sustain a culture of continuous improvement.
• Compliance Integrity: Ensure all interactions meet HIPAA, patient privacy, and 503A/503B standards. Embed compliance checkpoints into AI-assisted workflows and partner with Quality and Compliance to maintain audit-ready documentation, enforce interaction standards, and drive corrective actions that protect patients and Empower's regulatory standing.

Team Leadership and Development

• Talent Strategy: Recruit, develop, and retain a high-performing team of supervisors, team leads, and frontline representatives. Build career pathways and competency frameworks that attract P80–P90 talent and use AI-enabled coaching tools to accelerate skill development and identify high potential contributors.
• Culture Building: Champion a service culture grounded in Empower's values of People, Quality, Service, and Innovation. Set clear behavioral expectations, build recognition programs, and foster accountability so every representative feels empowered to resolve issues decisively and deliver empathetic, consistent service.
• Capability Development: Design training programs that sharpen product knowledge, communication, and problem-solving across all service tiers. Leverage AI-driven learning platforms to accelerate onboarding and close skill gaps, ensuring teams stay prepared for product launches, operational changes, and evolving compliance requirements.

Customer Experience and Voice of the Customer

• Feedback Intelligence: Run structured VoC programs using AI-powered survey analytics and sentiment modeling to capture insights at scale. Track satisfaction trends across patient and institutional segments and translate findings into evidence-based recommendations that shape service delivery, product decisions, and operational design.
• Experience Improvement: Identify systemic friction points and recurring failures through cross-channel data analysis. Partner with Sales, Product, Customer Success and Operations to implement solutions that reduce customer effort, and apply Lean and continuous improvement methods to eliminate workflow waste and elevate service quality.
• Journey Optimization: Lead journey mapping across patient-direct and institutional touchpoints to close gaps between expectations and actual delivery. Collaborate with Product and Operations to redesign workflows that reduce handoffs and improve first-contact resolution, using AI modeling to validate improvements before rollout.

Technology and Process Innovation

• Technology Enablement: Evaluate and implement CRM platforms, AI-assisted support tools, and workforce management systems—including Salesforce, NiCE etc. to boost agent productivity, improve data capture, and enable scalable, real-time reporting aligned with Empower's growth trajectory.
• Process Transformation: Drive Lean and Six Sigma initiatives to cut inefficiencies and scale capacity without proportional cost growth. Deploy AI automation for high-volume, low-complexity interactions and build a knowledge management system that delivers consistent, accurate information across all channels and teams.
• Workforce Intelligence: Work with WFM team to implement AI-powered forecasting, dynamic scheduling, and staffing optimization to match resources to service demand. Use predictive analytics to anticipate capacity gaps and maintain SLA commitments during peak periods, giving leadership real-time visibility into workforce utilization and performance.

Cross-Functional Collaboration and Executive Reporting

• Strategic Partnership: Lead customer service representation across cross-functional initiatives with Operations, Customer Success, Compliance, Technology, Sales, and Product. Ensure service impact is factored into product launches and policy changes, and build peer relationships that accelerate resolution of complex, multi-stakeholder issues.
• Executive Insights: Work with Business excellence team to derive insights from performance dashboards and reporting that communicate service quality, efficiency, and satisfaction trends to senior leadership. Use AI analytics to surface risks, opportunities, and investment priorities, positioning customer service as a strategic growth driver for Empower.
• Organizational Alignment: Keep service teams informed and prepared for operational changes, product updates, and compliance shifts. Build communication protocols and readiness frameworks that enable rapid mobilization, and partner with HR, Training, and Operations to keep the service function agile and performance-ready.

KNOWLEDGE AND SKILLS

• Expertise in customer service operations and CRM platforms (Salesforce, NICE etc.) with hands-on experience deploying AI-assisted support tools in multi-channel, regulated environments.
• Proficiency in service analytics - CSAT, NPS, first-contact resolution, SLA adherence and the ability to convert data insights into targeted operational improvements.
• Solid command of Lean, Six Sigma, or equivalent process improvement methods, with a track record of optimizing workflows and scaling service capacity in high-growth settings.
• Strong leadership, cross-functional influence, and executive communication skills, with demonstrated ability to build accountable, high-performing teams in complex, matrixed organizations.

EXPERIENCE AND QUALIFICATIONS

• 8+ years of progressive customer service leadership, including 3+ years at the director level overseeing multi-channel operations (phone, email, chat, digital) at scale.
• Demonstrated success building and developing high-performing service teams with measurable outcomes in customer satisfaction, first-contact resolution, and operational efficiency.
• Experience selecting and implementing service technologies—CRM systems, AI tools, workforce management platforms—to improve performance and support scalable growth.
• Bachelor's degree in Business Administration, Operations Management, or related field required; experience in healthcare, pharmacy, or a regulated industry is a plus.