Senior Manager, Customer Service

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Empower Pharmacy

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2009

💊 Pharmaceuticals

🏥 Healthcare

🏭 Manufacturing

💰 Debt financing on 2023-10

Pharmaceuticals • Healthcare • Manufacturing

Empower Pharmacy is a U. S. -based compounding pharmacy and pharmaceutical manufacturer focused on producing individualized (compounded) medications at scale. Founded to expand access to affordable, high-quality personalized therapies, Empower operates both 503A and FDA-registered 503B outsourcing facilities, including large sterile manufacturing sites built to current Good Manufacturing Practices and leveraging automation for scalability. The company touts nationwide licensure, high-volume dispensing (reports filling thousands of custom-compounded prescriptions daily), and a mission centered on quality, safety, service, and innovation in pharmaceutical care.

📋 Description

• Lead high-volume call center operations that directly influence customer trust, service quality, order accuracy, and retention. • Ensure teams consistently meet service, quality, productivity, and customer experience expectations. • Serve as a hands-on operational leader who develops supervisors, strengthens frontline performance, manages escalations, improves workflows, and builds a culture of accountability and continuous improvement. • Monitor performance, identify gaps, provide timely feedback, recognize strong performance, and implement corrective actions when expectations are not met. • Create an environment of continuous learning and development.

🎯 Requirements

• Bachelor's degree in Business Administration, Management, Communications, or a related field, or an equivalent combination of education and relevant leadership experience. • Minimum of eight years of progressive call center or contact center leadership experience, including responsibility for high-volume customer service operations. • Demonstrated experience directly managing supervisors, team leads, and frontline customer service employees while developing leadership capability and driving team performance. • Experience leading teams through operational growth, organizational change, technology implementations, or large-scale process improvements. • Experience supporting customers across multiple service channels, including phone, email, chat, and case management. • Experience with contact center technologies, CRM platforms, workforce management systems, quality-monitoring applications, reporting tools, and business intelligence solutions. • Experience in pharmacy, healthcare, pharmaceutical services, or another highly regulated industry preferred. • Experience managing multiple supervisors, teams, business functions, shifts, or locations preferred.

🏖️ Benefits

• medical, dental, and vision coverage • paid time off • 401(k) matching • wellness perks • IV therapy • compounded medications