Director of Customer Service

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 adherences to regulatory requirements such as HIPAA, and drives continuous improvement initiatives to deliver an exceptional customer experience aligned with company goals. 

Key Responsibilities

Leadership & Strategy

• 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 reports

• Support 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

• Lean/Six Sigma certification

• Experience scaling support operations during high-growth phases
  
  

Skills & Competencies

• 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
  
  

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 recruiting@alliahealth.co.