Business Product Manager – Customer Success and Service

Empower Pharmacy

15d•Onsite

About The Position

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.

Requirements

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.
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.
Excellent organizational, analytical, communication, and stakeholder management skills, with the ability to deliver high-quality solutions in fast-paced, highly regulated environments.

Nice To Haves

Bachelor's degree in Computer Science, Information Technology, Engineering, Information Systems, or a related technical discipline preferred.
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.

Responsibilities

Deploy, configure, validate, and optimize customer service technologies by partnering with business, operations, and engineering teams to ensure successful production readiness and operational adoption.
Maintain deployment environments by monitoring application performance, validating integrations, resolving configuration issues, and coordinating release activities across cross-functional teams.
Design, configure, and validate integrations between customer service platforms, operational systems, and supporting technologies to ensure accurate, secure, and efficient information exchange.
Investigate, troubleshoot, and resolve complex technical issues affecting customer service technologies by collaborating with engineering, infrastructure, operations, and vendor partners to restore functionality efficiently.
Evaluate existing customer service workflows, identify operational inefficiencies, and implement technology enhancements that improve productivity, user experience, and business outcomes.
Partner with business stakeholders to provide technical guidance, solution demonstrations, knowledge sharing, and adoption support that maximize value from deployed technologies.
Continuously monitor application health, service performance, system utilization, and operational metrics to identify optimization opportunities and ensure reliable technology delivery.
Develop and maintain accurate technical documentation, implementation guides, configuration records, troubleshooting procedures, and knowledge articles supporting operational excellence and organizational scalability.
Drive continuous improvement initiatives by evaluating deployment outcomes, customer feedback, operational performance, and emerging technologies to recommend scalable enhancements.