What are the responsibilities and job description for the Director, Customer Excellence position at Empower Pharmacy?
Position Summary:
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.
Knowledge and Skills:
Key Competencies
Values
Additional Voluntary Benefits
As the Director of Customer Excellence, you will shape the customer experience across quality assurance, incidents, and service teams, ensuring alignment with Empower’s mission to provide innovative, accessible medications. Leveraging data-driven insights and fostering continuous improvement, you will drive performance, efficiency, and long-term customer satisfaction. Join us to lead strategies that elevate service excellence, strengthen relationships, and support our vision of empowering healthier, happier lives.
Duties and Responsibilities:
- Designs and drives customer service strategies across quality assurance, incidents, and customer excellence teams, elevating the customer experience and ensuring alignment with Empower’s goals, while fostering continuous improvement in service quality.
- Leads the monitoring and evaluation of Customer Excellence performance, leveraging data-driven insights to implement impactful improvements, demonstrating full accountability for execution and delivering measurable results.
- Analyzes customer feedback and service performance metrics through dashboards and reports, ensuring transparency, identifying trends, and driving strategic decision-making to optimize Customer Excellence outcomes.
- Oversees training, communication, and readiness initiatives to ensure seamless adaptation to changes affecting customer service and pharmacy operations, maintaining operational continuity and excellence.
- Cultivates strong customer relationships with key stakeholders, providing timely and responsive support to resolve escalated issues, ensuring long-term partnership and loyalty while enhancing overall satisfaction.
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.
- Demonstrated leadership excellence, with a strategic, problem-solving, and data-driven approach to decision-making; skilled at communicating effectively across all management levels and fostering high-performing, collaborative teams.
- Exceptional customer service focus, with the ability to excel in dynamic, fast-paced, and team-driven environments; highly proficient in Microsoft Office tools (Excel, Word, PowerPoint, Outlook) and adaptable to evolving operational needs.
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 10 years of experience managing customer service teams, call centers, pharmacy or healthcare operations, or similar roles.
- Bachelor's degree or equivalent work experience in business, healthcare administration, pharmacy operations, call center, customer service, or related fields required; Master’s degree preferred.
- Demonstrated experience leveraging AI in daily work to drive efficiency, solve problems, and enhance decision-making—adept at integrating AI-powered solutions into all workflows.
- No-Cost Medication: Get your prescribed compounded medications at no cost, ensuring your health without the financial burden.
- Onsite Health & Wellness – IV Therapy Drips: Rejuvenate with complimentary onsite IV Therapy drips, enhancing your well-being and energy levels.
- Comprehensive Medical, Dental, and Vision Options: Choose from three medical plans tailored to your needs, plus options for dental and vision coverage for you and your family.
- Telehealth visits: Access board-certified Doctors anytime, anywhere for you and your family.
- Paid & Volunteer Time Off: Enjoy paid time off for personal pursuits and contribute to causes you care about with volunteer time off.
- Paid Holidays (8 scheduled; 2 floating): Celebrate with eight scheduled holidays and two floating holidays, giving you flexibility and time for personal traditions.
- Life & AD&D Coverage: Secure your and your family's financial future with life and accidental death and dismemberment (AD&D) insurance.
- FSA (Flexible Spending Account): Manage healthcare expenses smartly with pre-tax dollars in a Flexible Spending Account (FSA).
- 401K Dollar-for-Dollar Up to 4%: Invest in your future with our 401K plan, featuring a dollar-for-dollar match up to 4%.
- Company Paid Long-Term Disability: Provided at no cost, which replaces 60% of your income if you become disabled for a long period of time.
- Flexible Schedules: Balance work and life seamlessly with our flexible scheduling options.
- Rewards & Recognition Program: Your hard work doesn't go unnoticed – enjoy rewards and recognition beyond your paycheck.
Additional Voluntary Benefits
- Accident Insurance: Pays a lump sum benefit to help cover expenses following an accidental injury.
- Hospital Indemnity Insurance: Enhance your peace of mind with supplemental hospital insurance for unexpected stays.
- Critical Illness: Protect your finances from the expenses of a serious health issue.
- Short-Term Disability: Protect your income during illness or injury with short-term disability coverage.
- Supplemental Life & AD&D: Add an extra layer of financial protection for you and your loved ones with supplemental life and AD&D coverage.
- Legal Services: Access professional legal assistance to address concerns confidently.
- Identity Theft Protection: Safeguard your identity and finances with our identity theft protection benefit.
- Pet Insurance: Care for your furry family members with our pet insurance coverage.
- Employee Assistance Program: Confidential counseling and support services for a holistic approach to your well-being.
