Be an early applicantLess than 25 applicants

Company

Capsule · 4 hours ago

Senior Manager, Pharmacy Experience

United States

Full-time

Remote

Mid, Senior Level

3+ years exp

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Health CarePharmaceutical

H1B Sponsor Likely

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Responsibilities

Lead performance management processes for PX Managers and hourly team members, delivering timely and constructive feedback, while holding the team accountable to policies and performance standards

Diagnose and resolve workflow inefficiencies to boost team productivity and enhance customer satisfaction

Collaborate with Workforce Management Team to ensure SLAs are consistently being achieved and resources are scheduled effectively

Partner with the Training Team to design and manage comprehensive training programs that drive continuous learning and development across the PX team

Prepare and maintain daily, weekly, and quarterly flash reports to monitor performance and identify opportunities for improvement

Strategically partner with Director to provide thoughtful and creative feedback and solutions to achieve goals

Handle escalations raised by PX Managers and collaborate with cross-functional teams to resolve complex customer issues.

Collaborate with other teams to uphold workflows, resolve process gaps, and ensure seamless interdepartmental alignment.

Act as a champion for change, advocating for the PX team during cross-functional initiatives and following up on product or system issues

Lead the implementation of new processes, tools, and policies that impact the PX team

Partner with PX Managers to maintain high team morale, recognizing and celebrating achievements while addressing challenges proactively

Promote Capsule’s core values and leadership ideology across the department, while fostering a team-oriented environment that prioritizes trust, accountability, collaboration, and continual learning

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Customer service leadershipWorkforce management systemsCall routing softwareReporting toolsWindows PC applicationsCoaching team membersManaging SLAsWorkforce planningDashboard monitoringTough conversationsBilingual EnglishBilingual SpanishPharmD licenseHealthcare operations

Required

At least 3 years of experience in customer service leadership, including managing managers or supervisors

Proficiency with workforce management systems, call routing software, and reporting tools

Customer-focused mentality with strong verbal and written communication skills, with the ability to influence and collaborate across multiple departments

Proficiency with computer and Windows PC applications, including aptitude to learn and navigate additional computer systems that may be new to you

Outstanding organizational, planning, and problem-solving skills with the ability to prioritize multiple issues and produce solutions

Ability to coach and develop team members with diverse backgrounds and capabilities to meet and exceed team performance expectations

Experience managing SLAs, workforce planning, and dashboard monitoring in a call-center or contact-center environment

Not afraid to have tough conversations and deliver direct and caring feedback

Preferred

2 years experience supervising a team of 10+ customer service representatives, preferably in healthcare, pharmacy, or a regulated industry

2 years experience as a team leader or supervisor in B2C retail & e-commerce customer service

Bachelor’s degree in Management, Business Administration, or related field or equivalent work experience

PharmD license or experience as a licensed pharmacist or technician, with an understanding of pharmacy workflows and healthcare operations

Bilingual in English and Spanish, written and spoken

Benefits

Comprehensive benefits package including medical, dental, and vision coverage

Company

Capsule

Glassdoor

3.1

Capsule is a healthcare technology business rebuilding the pharmacy from the inside out

Founded in 2016

New York, New York, USA

501-1000 employees

https://capsule.com/

H1B Sponsorship

Capsule has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

Represents job field similar to this job

Trends of Total Sponsorships

2023 (3)

2022 (5)

2021 (22)

2020 (8)