Business Product Manager – Customer Success and Service

Company Overview

Empower Pharmacy is a visionary healthcare company dedicated to making quality, affordable medication accessible to millions of patients nationwide. As the nation’s most advanced 503A compounding pharmacy and FDA-registered 503B outsourcing facility, we’re redefining what’s possible in personalized medicine and pharmaceutical manufacturing. We’re proud to be recognized as one of Houston’s fastest-growing private companies and ranked #116 in Healthcare & Medical on the Inc. 5000 List for 2025.

Our strength is built on four core values: People, Quality, Service, and Innovation. Guided by these principles, we’ve created a uniquely integrated healthcare platform powered by advanced technology, operational excellence, and a relentless commitment to patient care. From manufacturing and quality control to distribution and customer experience, our teams work together to raise industry standards, expand access to critical medications, and improve outcomes for patients and providers across the country.

At Empower, joining our team means more than starting a new role. It means becoming part of a mission-driven organization that’s transforming healthcare at scale. We invest deeply in our people, encourage bold thinking, and create opportunities for growth, leadership, and innovation at every level. Your ideas matter here, your development is supported, and the work you do has a direct impact on the lives of millions.

If you thrive in a fast-moving, purpose-driven environment where innovation, collaboration, and ambition come together, Empower Pharmacy is the place for you. Let’s transform healthcare together.

Position Summary

The CSS Business Product Manager partners directly with customer service, operations, and technology teams to deploy, optimize, and support digital solutions that improve customer experience, operational efficiency, and enterprise performance.

This role owns implementation, technical troubleshooting, workflow optimization, solution adoption, and cross-functional collaboration across customer-facing systems. Leveraging AI as a force multiplier, the position accelerates issue resolution, enhances decision-making, automates repetitive processes, and improves service quality through intelligent insights and scalable technology solutions.

Operating within Empower's hyper-growth, highly regulated 503A/503B pharmacy environment, the role ensures secure, compliant, and reliable solution delivery while enabling continuous innovation. Success requires strategic thinking, disciplined execution, exceptional learning agility, technical curiosity, and relentless accountability to consistently deliver measurable business outcomes.

Responsibilities

Technical Deployment

• Solution Implementation: Deploy, configure, validate, and optimize customer service technologies by partnering with business, operations, and engineering teams to ensure successful production readiness and operational adoption. Leverage AI-powered implementation planning, intelligent configuration recommendations, workflow automation, and deployment analytics to improve delivery speed, solution quality, decision-making, and scalable execution while maintaining compliance with organizational standards and regulatory expectations.
• Environment Support: Maintain deployment environments by monitoring application performance, validating integrations, resolving configuration issues, and coordinating release activities across cross-functional teams. Utilize AI-enabled monitoring, anomaly detection, predictive diagnostics, and operational insights to proactively identify issues, reduce downtime, accelerate troubleshooting, and improve overall system reliability supporting customer service operations and business continuity.
• Integration Management: