Empower Pharmacy

• 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.

• 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.

• 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.

• evaluate, onboard, and integrate marketing technologies across the martech stack • monitor platform performance, maintain vendor relationships, and evaluate emerging technologies • design and build end-to-end marketing automation workflows • drive process optimization by auditing existing workflows • lead the identification and implementation of AI-powered tools and workflows • establish and maintain a scalable martech architecture • partner cross-functionally with product, sales, and technical teams to align marketing systems • develop documentation, training, and enablement resources for stakeholders

• Provide strategic leadership for Empower’s customer success function • Drive retention, customer health, operational scalability, and enterprise-level service excellence across expanding 503A and 503B operations • Define and execute customer success strategies • Lead customer lifecycle management • Own executive escalation and retention governance • Partner cross-functionally to improve customer outcomes, service quality, and long-term business performance • Strengthen proactive engagement with AI-enabled analytics • Identify risk and growth opportunities • Enable data-driven decision-making

• 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.

• 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

• 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.

• 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.

• 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