Director, Customer Service
About the role
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.