Empower Pharmacy

Customer Support

• Continuously monitor AHT, ASA, service level, occupancy, abandonment, backlog, and adherence across customer-facing and clinical queues.
• Use AI-enabled alerts and pattern detection to identify emerging risks and prioritize interventions.
• Execute intraday workforce adjustments for call spikes, absenteeism, outages, demand shifts, and process disruptions.
• Apply scenario analysis to evaluate staffing moves, break changes, overtime, offline work, and routing options.
• Escalate operational blockers, technology failures, capacity constraints, and clinical dependencies with evidence and recommended next steps.
• Coordinate dynamic re-skilling and skill mapping to align agents with forecast demand, service priorities, and queue complexity.
• Analyze adherence, shrinkage, staffing variance, and interval coverage to improve schedule alignment.
• Translate queue conditions, forecasts, volumes, handling patterns, backlog, and staffing availability into capacity recommendations.
• Conduct root-cause analysis for underperforming intervals and develop countermeasures and follow-up actions.
• Create intraday dashboards and executive updates covering performance, risks, actions, and expected recovery.
• Document intraday actions, decisions, outcomes, and unresolved issues to support reviews and continuous improvement.
• Partner with Workforce Management, Operations, Clinical, Training, and Technology teams to resolve systemic issues and update playbooks, thresholds, and reporting standards.

Customer Service Real-time Analyst

Data Analyst

• Ensure exceptional customer readiness by owning insights and reporting related to onboarding, inquiry resolution, and process clarification designed to improve operational efficiency, customer satisfaction, and business performance.
• Manage customer interaction data, documentation accuracy, issue resolution, and cross-functional coordination while driving consistent service delivery.
• Leverage AI as a force multiplier to enhance response speed, decision quality, workflow efficiency, knowledge accessibility, and continuous improvement through intelligent automation and actionable insights.
• Balance compliance, quality, and customer experience while supporting scalable operations in a hyper-growth, highly regulated 503A/503B pharmacy environment.
• Measure end-to-end customer onboarding activities, validate required information, identify process efficiencies, educate stakeholders, and ensure seamless transitions into operational workflows.
• Partner with business stakeholders to scope analytical questions and translate them into structured analyses, applying AI for improved accuracy and decision-making.
• Design and analyze experiments, including A/B tests and cohort studies, to measure the impact of product or business changes.
• Build predictive or diagnostic models, identifying business opportunities and risks through data exploration and analysis.
• Collaborate with data engineering teams to ensure data availability, accuracy, and reliability for analysis.
• Continuously evaluate onboarding workflows, documentation standards, and customer interactions for improvement opportunities. Utilize AI for efficiency and quality assurance.

Customer Experience Data Analyst

• 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.

Business Product Manager – Customer Success, Service

Technical Project Manager

• Lead end-to-end implementation of digital initiatives by developing comprehensive project plans, coordinating cross-functional stakeholders, managing schedules, budgets, dependencies, risks, and deliverables while ensuring successful deployment aligned with business objectives.
• Establish disciplined governance frameworks that provide project visibility, accountability, milestone tracking, issue resolution, executive reporting, and implementation controls across multiple workstreams.
• Drive organizational readiness by coordinating communication strategies, stakeholder engagement, training activities, adoption planning, and transition support that maximize successful implementation outcomes.
• Build trusted relationships with business leaders, technical teams, vendors, and operational stakeholders to align priorities, resolve challenges, and deliver successful implementations that support enterprise objectives.
• Coordinate internal and external resources by balancing capacity, dependencies, priorities, and implementation schedules while ensuring projects remain aligned with organizational objectives and delivery commitments.
• Manage implementation partners and technology vendors by establishing expectations, monitoring performance, resolving issues, validating deliverables, and ensuring contractual commitments support business objectives.
• Identify, assess, prioritize, and mitigate implementation risks through proactive planning, governance, escalation management, and contingency execution that protects business continuity and project success.
• Develop meaningful implementation metrics, dashboards, and executive reporting that evaluate project health, adoption, operational outcomes, and value realization across enterprise initiatives.
• Continuously evaluate implementation methodologies, governance practices, workflows, documentation standards, and delivery models to improve operational efficiency and organizational scalability.
• Translate strategic priorities into executable implementation plans that connect technology investments with measurable business outcomes, operational improvements, and customer value.
• Champion emerging technologies, implementation best practices, and AI-enabled capabilities that improve project delivery, operational scalability, and organizational effectiveness.
• Foster a culture of continuous improvement by staying current on implementation methodologies, digital technologies, AI capabilities, regulatory expectations, and industry best practices while sharing knowledge across teams.

Digital Project Manager – Implementation

Supervisor

• Leads daily incident response operations that protect customer experience, regulatory compliance, and operational continuity.
• Owns team performance, workload optimization, service quality, escalated issue resolution, and cross-functional coordination.
• Utilizes AI to accelerate decision-making, improve response speed, enhance quality, and identify trends.
• Coordinates schedules, manages attendance, and ensures uninterrupted service delivery.

Supervisor, Incident Response

Technical Program Manager

• Drive business transformation through strategic project management aligning IT initiatives with hyper-growth goals.
• Harness AI capabilities to accelerate project delivery, enhance quality, and enable data-driven decision-making.
• End-to-end ownership of projects within a regulated 503A/503B environment.
• Lead cross-functional teams while fostering learning agility and integrating AI for impact amplification and compliance maintenance.

Staff Technical Program Manager

Full-stack Engineer

• Design, build, and deploy full stack features across frontend and backend systems
• Write clean, testable, and efficient code using modern frameworks and AI-driven code review tools
• Develop and maintain APIs, services, and integrations across internal and external systems
• Identify and resolve performance bottlenecks across application layers
• Troubleshoot production issues rapidly
• Implement logging, monitoring, and alerting solutions
• Partner with product managers, designers, and engineers to translate requirements into technical solutions
• Participate in agile ceremonies
• Maintain clear and accurate technical documentation

Staff Software Engineer, Full Stack

Data Scientist

• Lead high-impact, cross-functional data science initiatives from problem framing through deployment, ensuring alignment with enterprise priorities and delivering measurable business outcomes.
• Design advanced analytical models, experimentation frameworks, and optimization strategies that translate ambiguous business challenges into structured, high-value solutions.
• Embed data science into operational workflows, ensuring solutions are actionable, interpretable, sustainable, and continuously improved through feedback loops, monitoring, and AI-enabled automation.
• Develop and deploy sophisticated models, including forecasting, causal inference, and optimization, ensuring technical rigor and business relevance.
• Establish robust experimentation and measurement frameworks, defining KPIs and success criteria that enable confident, data-driven decisions.
• Transform complex datasets into high-quality analytical assets, ensuring data integrity, governance, and usability while applying AI-driven feature engineering and data processing techniques.
• Partner with senior leaders to identify opportunities, challenge assumptions, and shape data-driven strategies that align with business objectives and regulatory expectations.
• Communicate complex analytical results through compelling narratives and visualizations, ensuring clarity, trust, and adoption.
• Elevate organizational data science maturity by mentoring peers, promoting best practices, and introducing innovative methodologies and AI capabilities.

Staff Data Scientist

Director

• Leads Empower’s API distribution strategy, aligning commercial, operational, and regulatory priorities.
• Develops commercialization strategies, financial forecasts, and growth roadmaps supporting revenue expansion.
• Owns business unit financial performance, including revenue, margins, expenses, and capital allocation.
• Develops go-to-market strategies and leads customer acquisition for 503A and 503B pharmacies.
• Identifies growth opportunities, customer needs, and portfolio gaps supporting business expansion.
• Builds relationships with pharmacy owners and key stakeholders to strengthen retention and revenue growth.
• Partners in the design and optimization of distribution infrastructure.
• Works collaboratively with suppliers and internal stakeholders to support sourcing strategies.
• Collaborates with business and technology teams to support ERP, WMS, customer ordering, and DSCSA compliance technologies.

Sr. Director – API Distribution, Commercial Development

Communications

• Own the day-to-day publishing schedule across LinkedIn, Instagram, Facebook, X, Threads, and other assigned platforms, ensuring consistent cadence and brand voice.
• Execute a content calendar developed in collaboration with the Director, Content, balancing brand storytelling, educational content, product campaigns, and community moments.
• Adapt content formats—copy, graphics, short-form video, carousels, and stories—to each platform’s audience norms and algorithmic best practices.
• Manage daily community interactions across all channels, responding promptly and accurately in Empower’s brand voice.
• Build relationships with HCP, patient, and caregiver audiences through thoughtful, empathetic engagement that reinforces Empower’s authority and trustworthiness.
• Write clear, compelling, and compliant social copy that translates complex clinical or product information into accessible, audience-appropriate language.
• Track and report on channel-level performance metrics including reach, engagement rate, follower growth, link clicks, and share of voice.

Social and Digital Communications Manager

• Deliver meaningful business impact by designing and building scalable backend systems
• Contribute to system design and technical direction
• Build high-throughput, low-latency backend systems
• Implement fault-tolerant systems with observability layers
• Conduct performance analysis identifying bottlenecks
• Mentor junior and mid-level engineers
• Contribute to shared platform capabilities
• Translate operational complexity and regulatory requirements into clear technical recommendations

Senior Software Engineer – Full Stack

Financial Planning and Analysis

• Drive business impact through strategic financial leadership in a hyper-growth, highly regulated environment.
• Take ownership of financial planning processes leveraging AI.
• Spearhead initiatives to optimize financial performance and ensure regulatory compliance.
• Develop robust risk management frameworks and ensure adherence to regulatory standards.

Senior Manager, Financial Planning and Analysis

• Develop and implement comprehensive financial plans that align with Empower's growth objectives.
• Spearhead the integration of AI-driven analytics in financial processes to improve data accuracy, enhance reporting capabilities, and support strategic decision-making.
• Oversee the budgeting process, ensuring alignment with organizational goals and regulatory requirements.
• Identify and implement process enhancements that streamline financial operations and drive efficiency.
• Conduct in-depth financial analyses to provide actionable insights that inform strategic decisions.
• Develop and track key performance indicators (KPIs) to evaluate financial performance and operational effectiveness.
• Partner with business leaders to align financial strategies with organizational objectives.
• Build and maintain strong relationships with key stakeholders, providing financial insights that support strategic initiatives.

Senior FP&A Analyst

Data Engineer

• The Senior Data Engineer owns the design, delivery, and continuous improvement of Empower’s enterprise data foundation, enabling faster decisions, stronger quality, and scalable growth across a highly regulated 503A/503B pharmacy environment.
• This role converts complex business, operational, and compliance needs into secure, reliable, AI-enabled data products, pipelines, models, and platforms that accelerate speed, scale, quality, and decision-making.
• The role has end-to-end ownership for critical data engineering outcomes, from architecture and integration through automation, governance, and performance optimization.
• Success requires P80-P90 talent: strategic thinking, execution rigor, learning agility, technical depth, and the ability to raise standards while partnering across Technology, Operations, Quality, Finance, and Commercial teams in a hyper-growth environment where data reliability directly impacts patients, providers, and enterprise performance under urgent demand, evolving priorities, and high executive visibility every day.

Senior Data Engineer

• The Principal, Marketing Data Science builds the algorithmic and machine learning foundation that turns Empower’s marketing data into predictive, self-improving systems for growth.
• This role owns the design and development of attribution models, AI-driven learning systems, and the algorithmic infrastructure that processes and activates marketing data at scale.
• Traditional analytics and reporting remain part of the job, but the core of the role is hands-on model building.