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 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 compou