Director, Customer Service

Responsibilities

• Service Operations Leadership
• Team Leadership and Development
• 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 insti

Benefits

Additional Information

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 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.

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