Customer Experience Supervisor

THESIS PHARMACY LLC•Plano, TX

13d

About The Position

Thesis Pharmacy is an innovative multi-service compounding pharmacy located in Plano, Texas. We provide a wide range of healthcare services, including sterile and non-sterile compounded pharmaceuticals. Our mission is to help patients maintain a healthy lifestyle by providing tailored pharmaceutical solutions. We work closely with physicians and patients to address unique healthcare challenges. The Customer Experience Supervisor plays a critical role in leading, developing, and supporting a high-performing team responsible for delivering an exceptional member and provider experience across all points of contact, including inbound and outbound communications, front-end interactions, customer relations, and fulfillment operations. This role is ideal for a people-focused leader who drives accountability, fosters a culture of ownership, and ensures operational excellence across member service, provider support, and shipping functions. The supervisor is responsible for overseeing daily customer experience operations, including call centers, front-end service, provider-facing support, and shipping workflows. This role coaches team members, ensures consistent execution of service and fulfillment standards, and partners closely with cross-functional teams to improve workflows, enhance the member and provider journey, and drive measurable business outcomes. In addition, this role is responsible for helping ensure that all outbound communications remain compliant with applicable regulatory requirements and company standards within a 503A retail pharmacy environment.

Requirements

Demonstrated leadership experience managing a call center or customer support team
Hands-on experience with Workforce, ADP, or similar systems
Strong operational problem-solving skills with a focus on execution and outcomes
Proven experience managing performance metrics and driving KPI results
Excellent communication and interpersonal skills
Ability to manage multiple priorities in a fast-paced environment
Strong understanding of call center operations, systems, and workflows
Authorization to work in the United States

Nice To Haves

Associate or bachelor's degree
Experience in healthcare, pharmacy, or regulated environments
Familiarity with call quality monitoring and quality assurance frameworks
Experience implementing process improvements or call center optimization initiatives
Exposure to compliance-driven environments and regulatory standards

Responsibilities

Provide clear, consistent leadership that fosters accountability, engagement, and high performance
Build team capability through ongoing feedback, coaching, and development planning
Promote a culture of ownership, continuous improvement, and professional accountability
Model professionalism, effective communication, and strong decision-making
Oversee daily call center and shipping operations to ensure timely, accurate, and high-quality service delivery
Manage call queues, staffing, scheduling, and shipping workflows to meet service level expectations
Monitor call performance, adherence, and shipping accuracy metrics, ensuring consistent execution of service standards
Ensure proper call routing, escalation handling, order processing, and shipment coordination processes
Partner with leadership to optimize workflows and improve efficiency
Track, analyze, and analyze key performance indicators (KPIs), including Customer Satisfaction (CSAT/NPS), response and resolutions times, productivity, shipping accuracy, and quality metrics
Identify trends, risks, and opportunities through data analysis and operational insights
Develop and execute action plans to address performance gaps and drive continuous improvements
Drive a customer-centric culture focused on trust, empathy, and accountability
Partner cross-functional teams to resolve issues and improve process
Communicate priorities, updates, and expectations clearly across the team
Identify process gaps across call center and shipping operations to implement improvements, enhance efficiency, consistency, and scalability
Build strong relationships with internal and external stakeholders
Manage remote/virtual teams
Helps ensure outbound member and provider communications are aligned with applicable pharmacy regulations, internal policies, and company standards within a 503A retail environment
Maintains oversight of customer experience workflows to support compliant handling of protected health information, appropriate documentation, and consistent communication practices across all service channels
Partners with pharmacy, operations, and leadership teams to identify communication or service process gaps, reinforce compliance expectations with staff, and support ongoing process improvement.