Senior Manager, Customer Service

Empower Pharmacy is a visionary healthcare company dedicated to making quality, affordable medication accessible to millions of patients nationwide. The Senior Manager, Customer Service leads high-volume call center operations, ensuring teams meet service, quality, productivity, and customer experience expectations while developing supervisors and frontline agents.

Responsibilities:

• Lead the daily performance of customer service supervisors and frontline agents across high-volume service channels. Establish clear expectations, maintain strong communication, and ensure teams consistently deliver accurate, timely, and professional service
• Coach and develop supervisors to become stronger people leaders. Build their capabilities in performance management, employee coaching, accountability, engagement, communication, conflict resolution, and operational decision-making
• Set clear individual and team expectations and ensure consistent follow-through. Monitor performance, identify gaps, provide timely feedback, recognize strong performance, and implement corrective action when expectations are not met
• Create an environment of continuous learning and development. Identify high-potential employees, support succession planning, and establish development plans that prepare supervisors and agents for increased responsibility
• Promote a positive, accountable, and service-oriented culture. Maintain visibility with the team, encourage open communication, address employee concerns, and partner with Human Resources to support engagement and retention
• Oversee daily call center execution, including service levels, productivity, attendance, schedule adherence, quality, customer satisfaction, and escalation management. Ensure supervisors are actively managing performance throughout the day
• Partner with workforce management and operational leaders to align staffing, scheduling, and intraday decisions with customer demand. Proactively respond to volume changes, staffing shortages, service disruptions, and evolving business priorities
• Use operational dashboards, call center reports, quality results, and customer feedback to identify performance trends and areas requiring action. Translate data into practical coaching, staffing, and process decisions
• Ensure policies, procedures, communication standards, and customer-handling expectations are applied consistently across supervisors, teams, shifts, and service channels
• Maintain control of daily operations by anticipating risks, addressing issues early, and ensuring leaders are prepared to respond to changing customer demand and business needs
• Ensure customer interactions are handled with accuracy, urgency, empathy, and professionalism. Reinforce behaviors that reduce customer effort and build trust
• Oversee complex or high-impact customer escalations that require leadership attention or cross-functional coordination. Ensure escalations are resolved promptly, documented appropriately, and used as learning opportunities
• Review customer feedback, complaints, quality findings, and service trends to identify recurring issues. Advocate for improvements that strengthen the customer experience and reduce preventable contacts
• Partner with quality leaders to ensure customer interactions meet organizational, regulatory, and service expectations. Use quality results to improve coaching, reduce performance variability, and reinforce consistent standards
• Identify inefficiencies, recurring customer issues, and operational barriers that affect employees or customers. Lead improvements that simplify work, reduce errors, strengthen consistency, and improve team performance
• Establish and reinforce clear operating routines, leadership expectations, escalation processes, communication practices, and performance-management standards
• Lead supervisors and agents through process, policy, system, and organizational changes. Ensure leaders understand the change, communicate it effectively, reinforce expectations, and monitor adoption
• Support the effective adoption of approved call center technologies, automation, reporting, and AI-enabled tools. Reinforce proper use, provide operational feedback, and ensure teams maintain appropriate human judgment, accountability, privacy, and compliance
• Partner with Pharmacy Operations, Quality, Compliance, Workforce Management, Information Technology, Human Resources, Training, and other departments to resolve customer and operational issues
• Communicate operational performance, risks, staffing concerns, customer trends, and improvement opportunities clearly to leadership and key business partners
• Translate organizational priorities into clear expectations and measurable actions for supervisors and frontline teams. Ensure leaders understand how daily execution supports broader customer service and company objectives
• Ensure customer service teams follow applicable policies, procedures, privacy requirements, documentation standards, and regulatory expectations
• Maintain effective controls related to customer interactions, escalation handling, documentation, system access, and employee performance
• Identify potential customer, employee, compliance, or operational risks and escalate concerns through the appropriate channels. Partner with subject-matter experts to implement corrective actions

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
• Demonstrated expertise leading customer service operations using workforce management, performance analytics, AI-enabled technologies, KPI development, forecasting methodologies, and continuous improvement principles to improve service quality, scalability, and operational effectiveness
• Proven ability to build, coach, and develop supervisors into effective people leaders while fostering accountability, engagement, and high-performance team cultures
• Strong experience with performance management, coaching, employee accountability, corrective action, succession planning, and leadership development
• Demonstrated success improving customer service metrics, including service levels, quality, productivity, customer satisfaction, employee engagement, and operational efficiency
• Strong understanding of contact center operations, including service-level management, workforce planning, schedule adherence, quality assurance, escalations, capacity planning, and intraday performance management
• Ability to interpret call center reporting, operational dashboards, workforce analytics, and quality metrics to make informed business decisions and drive continuous improvement
• Strong leadership capabilities with exceptional communication, executive presentation, coaching, change management, stakeholder influence, conflict resolution, and cross-functional collaboration skills within fast-paced, rapidly evolving business environments
• Advanced analytical and problem-solving skills with the ability to interpret operational data, identify trends, evaluate risks, prioritize initiatives, and make informed decisions that balance customer experience, compliance, productivity, and financial performance
• Excellent written, verbal, and interpersonal communication skills with the ability to influence stakeholders across all organizational levels
• Strong analytical, organizational, and problem-solving skills with the ability to manage competing priorities and make sound decisions in a fast-paced, high-volume environment
• Proficiency with CRM platforms, workforce management systems, business intelligence tools, quality-monitoring applications, reporting tools, Microsoft Office 365, and emerging AI technologies that enhance decision-making, automation, knowledge management, and operational execution
• Experience in pharmacy, healthcare, pharmaceutical services, or another highly regulated industry preferred
• Experience managing multiple supervisors, teams, business functions, shifts, or locations preferred