About this opportunity
Southend Pharmacy lists this Director of Customer Service opportunity in houston, Texas. Review the employer’s description below for duties, qualifications and application requirements.
Job description
Company Overview
At Allia Health, the umbrella organization for Southend Pharmacy, Brello Health, and Woven, we don’t just follow industry trends—we redefine them. Our mission is to commoditize anti‑aging solutions, making them affordable and accessible to the average consumer—not just the wealthy. By offering customized and cost‑effective wellness products that follow cost‑containment models, we aim to improve people’s quality of life and meet them wherever they are on their health journey.
About Southend Pharmacy
At Southend Pharmacy, we are dedicated to delivering exceptional pharmacy services that uphold the highest standards of compliance, safety, and patient care. As a growing organization, we are seeking a detail‑oriented and highly skilled Director of Customer Support to lead the customer service team.
Job Summary
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 adherence to regulatory requirements such as HIPAA, and drives continuous improvement initiatives to deliver an exceptional customer experience aligned with company goals.
Key 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
Operations Management
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
Customer Experience & Quality
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
Data & Performance Management
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 reportsSupport strategic initiatives aimed at improving retention and satisfaction
Cross‑Functional Collaboration
Partner with Pharmacy leadership, Clinical teams, Billing team, IT and systems team, Sales and business development
Support onboarding of new clinics and strategic accounts
Qualifications
Required
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
Preferred
Experience in sterile compounding environments
MBA or advanced healthcare management degree
Strong leadership and team development skills
Regulatory awareness
Strong conflict resolution and problem‑solving capabilities
Excellent verbal and written communication skills
Advanced knowledge of CRM systems and support technologies
Patient‑centered mindset
Physical Requirements
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
Why Join Southend Pharmacy?
Play a pivotal role in supporting pharmacy operations that directly impact patient health and safety
Be part of a collaborative, mission‑driven team focused on innovation and excellence
Competitive salary and comprehensive benefits package
Opportunities for professional development and career advancement
What We Offer
Full benefits package including medical, vision, dental, 401(k) with company match, PTO, Flex days, holidays, and more!
Southend Pharmacy does not provide employment visa sponsorship now or in the future. Applicants must be legally authorized to work in the United States without the need for current or future sponsorship.
Equal Opportunity Employer Statement
Southend Pharmacy is proud to be an Equal Opportunity Employer where we are committed to fostering a diverse and inclusive workplace. We are committed to cultivating a culture where all team members feel valued & respected. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity or expression, sexual orientation, national origin, genetic information, disability, age, veteran status, or any other characteristics protected by applicable law. If you have any questions or require immediate assistance or accommodations during the application or interview process, please contact us at
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Worksite address
houston, TX, 77246, US
Who can apply
Review the original listing for work authorization, qualifications and employer requirements.