Job Details

Location: Remote - (United States)

Posted: January 14, 2026

Job Type: Full Time

Req# 2026-5426

Customer Service

Position Summary

Lead Empower's digital success ecosystemacross automation, analytics, AI, and omnichannel engagement. Director, Digital Success is accountable for building an intelligent digital platform that scales customer value, reduces friction, and delivers measurable business outcomes across both 503A (patient-specific) and 503B (institutional) operations. The role unifies technology, data, and design into a single, predictive, always-on experience that enables Empower to deliver personalized, compliant, and operationally excellent care at scale.

Duties and Responsibilities

Digital Platform Strategy and Data Fabric Enablement

• Architecture Leadership: Design and execute a digital success architecture integrating CRM, analytics, AI, and automation into a cohesive data ecosystem. Align digital investments with Empower's clinical, compliance, and growth objectives.
• Unified Data Fabric: Build a real-time, enterprise-wide data fabric integrating CRM, ERP, and clinical systems to provide a 360° view of every patient, provider, and transaction. Use this visibility to drive reliability, personalization, and regulatory readiness.
• Governance and Resilience: Establish ownership, standards, and reliability KPIs for all digital systems and automations. Ensure uptime, compliance, and audit readiness in alignment with DSCSA and HIPAA frameworks.

Automation, Intelligence, and Experience Scale

• Automation at Scale: Deploy intelligent workflows for routing, case triage, knowledge surfacing, and self-service. Drive ≥ 60 % automation coverage of Tier-1 transactions and maintain high quality through continuous learning loops.
• Predictive and Prescriptive Intelligence: Build ML-based models that forecast demand, predict churn, and identify growth opportunities. Achieve ≥ 85 % predictive accuracy and feed insights directly into frontline operations.
• Personalized Experience Layer: Power individualized experiences by leveraging behavioral, operational, and clinical data. Tailor communication, education, and offers to lifecycle stage, therapy type, and segment.

Digital Adoption, Value Realization, and Innovation Velocity

• Adoption and Enablement: Launch enterprise-wide enablement programs to achieve ≥ 90 % utilization of core digital platforms. Embed digital fluency across teams through structured onboarding, playbooks, and leadership coaching.
• Time-to-Value Acceleration: Reduce time-to-value for new digital initiatives by ≥ 30 % via agile experimentation, rapid iteration, and stakeholder co-design. Use sprint-based governance to convert innovation to measurable outcomes faster than industry peers.
• Digital ROI and Continuous Innovation: Measure 3:1 ROI on automation and analytics investments within 12 months. Partner with Product, Data, and IT to pilot emerging technologies that enhance personalization, access, and safety.

Example KPI's

• Automation Coverage: ≥ 60 % of Tier-1 service transactions automated or AI-assisted.
• Digital Containment Rate: ≥ 30 % of inbound volume resolved via digital or self-service.
• Predictive Accuracy: ≥ 85 % accuracy in churn and risk models.
• Digital Adoption: ≥ 90 % utilization of core digital platforms.
• Time-to-Value Reduction: ≥ 30 % faster delivery of measurable outcomes.
• Digital ROI: ≥ 3:1 return on automation and analytics investments within 12 months.

Knowledge and Skills

• Deep expertise in enterprise digital platforms, automation, and AI-driven operating models, with proven success scaling systems in regulated, high-growth environments.
• Advanced knowledge of data architecture, real-time analytics, and machine learning applied to personalization, forecasting, and operational optimization.
• Strong governance and risk management capabilities ensuring digital compliance with HIPAA, DSCSA, and audit requirements.
• Financial and strategic acumen to translate digital investments into adoption, ROI, and sustained enterprise value.

Key Competencies

• Customer Focus: Ability to build strong customer relationships and deliver customer centric solutions.
• Optimizes Work Processes: Know the most effective and efficient processes to get things done, with a focus on continuous improvement.
• Collaborates: Builds partnerships and works collaboratively with others to meet shared objectives.
• Resourcefulness: Secures and deploys resources effectively and efficiently.
• Manages Complexity: Makes sense of complex, high quality, and sometimes contradictory information to effectively solve problems.
• Ensures Accountability: Holds self and others accountable to meet commitments and objectives.
• Situational Adaptability: Adapts approach and demeanor in real time to match shifting demands of different situations.
• Communicates Effectively: Develops and delivers multi-mode communications that convey a clear understanding of the unique needs of different audiences.

Values

• People: Our people define who we are as a company, and we believe that understanding and addressing the needs of our team, clients, and community is fundamental to fostering a culture of support and growth.
• Quality: Quality stands at the core of our mission, reflecting our commitment to excellence in every medication we produce.
• Service: We are here to serve others. Every interaction with our patients, providers, employees and other stakeholders comes from a place of service.
• Innovation: By continuously exploring new methodologies and embracing technology, we ensure that every solution we offer is at the forefront of pharmaceutical care.

Experience and Qualifications

• 12+ years of leadership experience in digital, technology, or transformation roles at enterprise scale.
• Proven success building intelligent digital platforms, automation, and AI-enabled systems with measurable ROI.
• Demonstrated ability to lead cross-functional teams in regulated or complex operating environments.
• Bachelor's degree required; advanced degree preferred.
• Healthcare or life sciences experience beneficial but not required.

Benefits

We offer comprehensive benefits to support your health, well-being, and future, including medical, dental, and vision coverage, paid time off, 401(k) matching, wellness perks, IV therapy, and compounded medications. Learn more: