Director of Customer Experience - Houston, United States - Empower Pharmacy

Empower Pharmacy Houston, United States

2 weeks ago

Description

Company Overview

Empower is a visionary healthcare company committed to providing quality, affordable medication to millions of patients across the nation.

We hold the distinguished position of being the largest 503A compounding pharmacy and FDA-registered 503B outsourcing facility in the country serving the functional medicine markets.

What sets us apart is our relentless focus on three core values: People, Quality and Service.

Our dedicated team of professionals collaboratively works to break new ground in the fields of manufacturing, distribution and quality control, providing a uniquely integrated approach to healthcare.

Leveraging our vertical integration of the pharmaceutical supply chain, state-of-the-art technology, and a commitment to excellence, we are constantly pushing the boundaries of what is possible in medication accessibility and affordability.

You're not just starting a job; you're joining a mission. We believe in empowering our team to innovate, grow, and drive real change in the healthcare industry. If you're a forward-thinker who thrives in a fast-paced, transformative environment, Empower is the place for you.

Here, you'll be encouraged to share your ideas, expand your skill set, and contribute to projects that genuinely make a difference.

We prioritize the well-being of our team members, and we offer a supportive and engaging workplace where your contributions are not just recognized but celebrated.

Let's revolutionize healthcare, together. Join us and be a part of something extraordinary.

Position Summary

As the Director of Customer Experience at Empower, you are poised at the forefront of orchestrating outstanding experiences that resonate with our customers at every interaction.

This pivotal role empowers you to spearhead transformative initiatives that redefine the journey not only for our customers but also for our dedicated employees and trusted healthcare providers.

Directly reporting to the Chief Sales & Marketing Officer, you will be instrumental in sculpting the strategic direction of our customer-centric efforts and igniting significant enhancements throughout the organization.

In this dynamic position, you will craft and refine the blueprint of our customer interactions across all touchpoints, ensuring a seamless and enriching experience that cultivates loyalty and satisfaction.

Your leadership will be crucial in deploying cutting-edge technology to track and analyze key performance metrics, providing deep insights into customer sentiments and behaviors.

This role is tailored for a visionary leader who thrives on action and innovation, with a proven track record of implementing effective strategies that enhance customer engagement and satisfaction.

Here, you will have the unique opportunity to make a substantial impact, leading the evolution of customer experience in alignment with Empower's mission to enhance access to quality, affordable medication.

If you are driven by a passion to make a significant difference and lead a customer experience revolution, we invite you to step into this role and join us on our ambitious journey toward excellence.

Duties and Responsibilities

Develops and implements a holistic customer experience strategy that aligns with our brand's values and business objectives, ensuring consistency and excellence at every touchpoint.

Leads cross-functional teams in the creation and mapping of end-to-end customer journeys for employees, providers, and patients, identifying pain points, opportunities for improvement, and moments of delight.

Drives the implementation of enterprise-wide technology solutions, such as Medallia and Salesforce, to measure Net Promoter Score (NPS) and gather actionable insights into customer sentiment and satisfaction.

Collaborates with cross-functional teams to embed customer-centricity into all aspects of the organization, fostering a culture of continuous improvement and innovation.

Champions the voice of the customer (VOC) throughout the organization, ensuring that customer feedback is collected, analyzed, and used to drive meaningful change and improvement.

Defines clear objectives and key results (OKRs) for customer experience initiatives, tracking and measuring success metrics to demonstrate impact on financial outcomes, brand loyalty, and reputation.

Drives organizational change initiatives to support a customer-centric vision, advocating for resource allocation, process improvements, and technology investments that deliver exceptional experiences and reinforce the brand's values.

Utilizes data and insights to identify pain points and opportunities for improvement in the customer experience, driving continuous optimization.

Establishes key performance indicators (KPIs) and metrics to measure the effectiveness of customer experience initiatives and track progress over time.

Implements feedback mechanisms to gather insights from employees, providers, and patients on their experiences and interactions with the organization.
Collaborates with external partners and vendors to leverage best practices and innovative solutions in customer experience management.

Fosters a culture of collaboration and excellence within the product marketing team, empowering team members to excel and innovate in their roles.

Leads RFP process and implements enterprise wide.

Provide leadership and guidance to a team of customer experience professionals, fostering their development and empowering them to drive positive change.

Stays abreast of industry trends, best practices, and emerging technologies related to customer experience, incorporating innovative ideas into our strategies.

Performs other duties as assigned.

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 work day 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.

The employee is 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.

Vision abilities required by this job include close vision.

Knowledge and Skills

Proven track record of mobilizing large, complex projects and driving organizational change in a healthcare or related industry.
Strong leadership skills with experience managing multidisciplinary teams in a complex organizational structure.
Exceptional analytical and problem-solving skills, with the ability to translate insights into action and drive business results.

Key Competencies

Customer Focus:
Ability to build strong customer relationships and deliver customer centric solutions.

Optimizes Work Processes:
Know the most effective and efficient processes to get things done, with a focus on continuous improvement.

Collaborates:
Builds partnerships and works collaboratively with others to meet shared objectives.

Resourcefulness:
Secures and deploys resources effectively and efficiently.

Manages Complexity:
Makes sense of complex, high quality, and sometimes contradictory information to effectively solve problems.

Ensures Accountability:
Holds self and other accountable to meet commitment.

Situational Adaptability:
Adapts approach and demeanor in real time to match shifting demands of different situations.

Communicates Effectively:
Develops and delivers multi-mode communications that convey a clear understanding of the unique needs of different audiences.

Experience and Qualifications

Bachelor's degree in Business Administration, Marketing, or related field required; advanced degree preferred.
Minimum of 10 years of experience in consumer marketing, customer experience, product management, and transformation leadership.
Minimum of 5 years in a senior CX
Experience integrating technological advancements with CX initiatives, particularly in utilizing platforms like Medallia and Salesforce.

Employee Benefits, Health, and Wellness

No-Cost Medication :
Get your prescribed compounded medications at no cost, ensuring your health without the financial burden.
Onsite Health & Wellness - IV

Therapy Drips:
Rejuvenate with complimentary onsite IV Therapy drips, enhancing your well-being and energy levels.
Comprehensive Medical, Dental, and

Vision Options:

Choose from three medical plans tailored to your needs, plus options for dental and vision coverage for you and your family.

Telehealth visits:
Access board-certified Doctors anytime, anywhere for you and your family.

Paid & Volunteer Time Off:
Enjoy paid time off for personal pursuits and contribute to causes you care about with volunteer time off.

Paid Holidays (8 scheduled; 2 floating): Celebrate with eight scheduled holidays and two floating holidays, giving you flexibility and time for personal traditions.

Life & AD&D Coverage:
Secure your and your family's financial future with life and accidental death and dismemberment (AD&D) insurance.
FSA (Flexible Spending Account): Manage healthcare expenses smartly with pre-tax dollars in a Flexible Spending Account (FSA).

401K Dollar-for-Dollar Up to 4%: Invest in your future with our 401K plan, featuring a dollar-for-dollar match up to 4%.

Company Paid Long-Term Disability:

Provided at no cost, which replaces 60% of your income if you become disabled for a long period of time.

Flexible Schedules:
Balance work and life seamlessly with our flexible scheduling options.

Rewards & Recognition Program:
Your hard work doesn't go unnoticed - enjoy rewards and recognition beyond your paycheck.

Additional Voluntary Benefits

Accident Insurance:
Pays a lump sum benefit to help cover expenses following an accidental injury.

Hospital Indemnity Insurance:
Enhance your peace of mind with supplemental hospital insurance for unexpected stays.

Critical Illness:
Protect your finances from the expenses of a serious health issue.

Short-Term Disability:
Protect your income during illness or injury with short-term disability coverage.

Supplemental Life & AD&D:

Add an extra layer of financial protection for you and your loved ones with supplemental life and AD&D coverage.

Legal Services:
Access professional legal assistance to address concerns confidently.

Identity Theft Protection:
Safeguard your identity and finances with our identity theft protection benefit.

Pet Insurance:
Care for your furry family members with our pet insurance coverage.

Employee Assistance Program:
Confidential counseling and support services for a holistic approach to your well-being.

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Director of Customer Experience - Houston, United States - Empower Pharmacy

Description

Customer Experience

Customer Experience

Customer Experience Admin