Director of Customer Service

AP MAX INC • Houston, TX

3d

About The Position

Southend Pharmacy is seeking a dedicated and detail-oriented Director of Customer Service who takes responsibility for developing and executing the company’s customer experience strategy, leading service operations, and ensuring high levels of customer satisfaction, retention, and operational efficiency. This role oversees all customer service functions, establishes performance standards, maintains strict adherences to regulatory requirements such as HIPAA, and drives continuous improvement initiatives to deliver an exceptional customer experience aligned with company goals.

Requirements

• Bachelor’s degree in Business, Healthcare Administration, Communications, Pharmacy or related field
• 7+ years of progressive leadership experience in healthcare customer service, pharmacy operations, or related field
• 3+ years in a senior leadership role
• Experience leading multi-site or high-volume support teams
• Experience in a compounding pharmacy, specialty pharmacy, or regulated healthcare environment
• Strong knowledge of pharmacy workflow
• Demonstrated experience building SOPs and KPI dashboards
• Strong leadership and team development skills
• Regulatory awareness
• Strong conflict resolution and problem-solving capabilities
• Excellent verbal and written communication skills
• Data-driven decision-making ability
• Advanced knowledge of CRM systems and support technologies
• Patient-centered mindset
• Ability to sit for extended periods of time at a desk and working on a computer
• Ability to communicate effectively in person, over the phone, or via virtual meeting
• Ability to maintain focus in a typical office environment with moderate noise levels
• Ability to perform repetitive motions with hands and arms, such as typing

Nice To Haves

• Experience in sterile compounding environments
• MBA or advanced healthcare management degree
• Lean/Six Sigma certification
• Experience scaling support operations during high-growth phases

Responsibilities

• Develop and execute a customer support strategy aligned with pharmacy growth goals
• Build, mentor, and lead high-performing support teams (intake, order entry, billing support, refill coordination, prescriber communication)
• Establish performance KPIs including response time, order accuracy, turnaround time, and patient satisfaction
• Create scalable workflows to support business growth
• Oversee daily operations of customer service functions (call center, email, chat, ticketing systems)
• Optimize workflows, staffing models, and resource allocation
• Monitor call quality, service metrics, and productivity
• Identify process inefficiencies and implement continuous improvement initiatives
• Implement and manage CRM and customer support platforms
• Develop service standards and escalation protocols
• Monitor patient and provider feedback; implement corrective actions as needed
• Address high-level or sensitive customer concerns
• Lead root-cause analysis for recurring service issues
• Manage complaint resolution and service recovery processes
• Develop initiatives to improve customer satisfaction and loyalty
• Track and report on KPIs such as: Call volume and abandonment rate First-call resolution Call hold time Customer satisfaction scores
• Develop forecasting models for volume and staffing
• Prepare and present executive-level performance reports
• Support strategic initiatives aimed at improving retention and satisfaction
• Partner with: Pharmacy leadership Clinical teams Billing team IT and systems team Sales and business development
• Support onboarding of new clinics and strategic accounts.

Benefits

• Full benefits package including medical, vision, dental, 401(k) with company match, PTO, Flex days, holidays, and more!

What This Job Offers

• Job Type: Full-time
• Career Level: Director