Business Product Manager – Customer Success and Service

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: Design, configure, and validate integrations between customer service platforms, operational systems, and supporting technologies to ensure accurate, secure, and efficient information exchange. Apply AI-assisted integration monitoring, data validation, and exception detection capabilities to improve implementation quality, reduce manual effort, strengthen decision-making, and support scalable digital transformation initiatives across enterprise operations.

Operational Enablement

Issue Resolution: Investigate, troubleshoot, and resolve complex technical issues affecting customer service technologies by collaborating with engineering, infrastructure, operations, and vendor partners to restore functionality efficiently. Utilize AI-powered diagnostics, knowledge retrieval, root cause analysis, and solution recommendations to improve response speed, decision quality, and operational stability while minimizing business disruption and customer impact. Workflow Optimization: Evaluate existing customer service workflows, identify operational inefficiencies, and implement technology enhancements that improve productivity, user experience, and business outcomes. Leverage AI-driven process analysis, automation opportunities, predictive recommendations, and performance insights to streamline operations, eliminate repetitive work, and continuously improve technology-enabled service delivery supporting organizational growth objectives. User Enablement: Partner with business stakeholders to provide technical guidance, solution demonstrations, knowledge sharing, and adoption support that maximize value from deployed technologies. Utilize AI-assisted training resources, interactive knowledge tools, and personalized learning recommendations to improve user proficiency, increase solution adoption, accelerate issue resolution, and strengthen overall customer service performance.

Performance Excellence

Performance Monitoring: Continuously monitor application health, service performance, system utilization, and operational metrics to identify optimization opportunities and ensure reliable technology delivery. Utilize AI-enabled analytics, predictive monitoring, automated alerting, and trend analysis to strengthen decision-making, improve service quality, reduce operational risk, and support proactive technology management across customer service environments. Documentation Management: Develop and maintain accurate technical documentation, implementation guides, configuration records, troubleshooting procedures, and knowledge articles supporting operational excellence and organizational scalability. Leverage AI-powered documentation generation, knowledge organization, content validation, and search capabilities to improve information quality, accelerate knowledge sharing, and enhance support consistency across cross-functional teams. Continuous Improvement: Drive continuous improvement initiatives by evaluating deployment outcomes, customer feedback, operational performance, and emerging technologies to recommend scalable enhancements. Utilize AI-generated insights, performance analytics, and implementation intelligence to improve delivery methodologies, optimize technical solutions, strengthen customer experiences, and support Empower's rapidly evolving digital transformation strategy.

KNOWLEDGE AND SKILLS

Demonstrated expertise in enterprise application deployment, systems integration, technical troubleshooting, workflow optimization, customer support technologies, and cross-functional collaboration supporting digital transformation initiatives. Proficiency using CRM platforms, ticketing systems, cloud technologies, APIs, SQL fundamentals, monitoring tools, AI-enabled productivity solutions, and digital collaboration platforms to improve operational performance. Strong analytical, technical, communication, and problem-solving skills, with the ability to manage competing priorities, influence stakeholders, and deliver high-quality technology solutions within dynamic business environments. Proven ability to leverage AI responsibly for diagnostics, workflow automation, documentation, predictive analytics, decision support, and continuous improvement while maintaining compliance, security, and operational excellence.

EXPERIENCE AND QUALIFICATIONS

Bachelor's degree in Computer Science, Information Technology, Engineering, Information Systems, or a related technical discipline preferred. Three or more years of experience supporting enterprise applications, systems implementation, technical operations, customer-facing technologies, or digital transformation initiatives. Experience troubleshooting software applications, configuring enterprise platforms, supporting integrations, and collaborating across business and technical teams. Working knowledge of APIs, cloud platforms, SQL fundamentals, system integrations, and modern customer service technologies preferred. Experience utilizing AI-enabled development, operational, monitoring, or productivity tools to improve technical delivery and business outcomes preferred. Excellent organizational, analytical, communication, and stakeholder management skills, with the ability to deliver high-quality solutions in fast-paced, highly regulated environments.

Key Competencies:

Customer Focus: Builds trust through customer-centric solutions. Strategic AI: Guides responsible AI adoption and adaptation. Optimizes Work Processes: Drives efficiency with continuous improvement. Collaborates: Partners effectively to achieve shared goals. Resourcefulness: Secures and deploys resources efficiently. Manages Complexity: Simplifies and solves complex challenges. Ensures Accountability: Delivers on commitments with integrity. Situational Adaptability: Adjusts approach to shifting conditions. Communicates Effectively: Tailors messages to diverse audiences.

Values:

People: Empowering people defines who we are. Quality: Excellence in every product, every time. Service: Serving others is our highest purpose. Innovation: Advancing care through technology and discovery.

Employee Benefits, Health and Wellness:

We offer comprehensive benefits to support your health, well-being, and future, including medical, dental, and vision coverage, paid time off, 401(k) matching, wellness perks, IV therapy, and compounded medications.

Physical Requirements:

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. Employees are 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.