Quality Control Specialist 503B Full Time

Empower Pharmacy is a visionary healthcare company dedicated to making quality, affordable medication accessible to millions of patients nationwide. As the nation’s most advanced 503A compounding pharmacy and FDA-registered 503B outsourcing facility, we’re redefining what’s possible in personalized medicine and pharmaceutical manufacturing. We’re proud to be recognized as one of Houston’s fastest-growing private companies and ranked #116 in Healthcare & Medical on the Inc. 5000 List for 2025.

Our strength is built on four core values: People, Quality, Service, and Innovation. Guided by these principles, we’ve created a uniquely integrated healthcare platform powered by advanced technology, operational excellence, and a relentless commitment to patient care. From manufacturing and quality control to distribution and customer experience, our teams work together to raise industry standards, expand access to critical medications, and improve outcomes for patients and providers across the country.

At Empower, joining our team means more than starting a new role. It means becoming part of a mission-driven organization that’s transforming healthcare at scale. We invest deeply in our people, encourage bold thinking, and create opportunities for growth, leadership, and innovation at every level. Your ideas matter here, your development is supported, and the work you do has a direct impact on the lives of millions.

If you thrive in a fast-moving, purpose-driven environment where innovation, collaboration, and ambition come together, Empower Pharmacy is the place for you. Let’s transform healthcare together.

Position Summary:

The Strategic Business Analyst leads enterprise operational transformation initiatives focused on workflow modernization, AI enablement, service optimization, and scalable customer experience strategies across multiple operational functions. This role drives cross-functional initiatives, develops future-state workflows and governance models, and partners with Operations, IT, Product, Compliance, and leadership to improve operational efficiency, customer outcomes, and enterprise scalability. The position operates with significant autonomy and strategic influence over operational processes, modernization priorities, KPI frameworks, and service delivery capabilities.

Responsibilities:

Enterprise Transformation & Strategy

• Lead enterprise-wide operational transformation initiatives across Customer Service, Pharmacy Operations, Fulfillment, Revenue Cycle, Patient Support, and other operational domains while designing future-state operating models that improve scalability, efficiency, customer experience, and regulatory alignment.
• Develop multi-year operational capability roadmaps, governance frameworks, prioritization models, and enterprise transformation standards aligned to modernization strategy and long-term business growth objectives.
• Serve as a strategic advisor to senior leadership by influencing enterprise roadmap decisions, operational architecture strategy, workflow harmonization, and modernization investment priorities with minimal oversight.

Operational Architecture & Workflow Optimization

• Lead cross-functional discovery and workflow architecture initiatives to assess current-state operations, identify systemic inefficiencies, and design scalable future-state workflows across voice, digital, fulfillment, patient support, and enterprise service functions.
• Drive enterprise workflow standardization, automation strategy, AI enablement opportunities, escalation model optimization, and operational control enhancements that improve service continuity and operational scalability.
• Conduct enterprise-level root cause analysis on operational risks, service breakdowns, compliance gaps, and customer friction points while implementing preventative controls and sustainable corrective actions.

AI Enablement & Service Modernization

• Lead strategic modernization initiatives focused on omnichannel customer experience transformation, conversational AI, virtual agents, workflow orchestration, interaction analytics, and enterprise self-service capabilities.
• Define business requirements, governance strategies, operational readiness frameworks, and adoption models for AI-enabled service technologies in partnership with Operations, IT, Product, Compliance, and executive leadership.
• Oversee enterprise knowledge management strategy, CRM/case management optimization, workflow automation enablement, and continuous improvement practices supporting scalable service delivery.

Analytics, KPI Strategy & Business Outcomes

• Establish enterprise KPI frameworks, executive dashboards, and operational performance strategies that measure service efficiency, productivity, customer experience, operational risk, and transformation outcomes.
• Analyze operational data, interaction analytics, workflow trends, and customer insights to identify strategic improvement opportunities and provide executive-level recommendations.
• Own measurable business outcomes for enterprise transformation initiatives, including cost reduction, productivity gains, operational scalability, risk mitigation, customer retention, and customer satisfaction improvement.

Cross-Functional Leadership & Execution

• Lead highly complex cross-functional initiatives involving Operations, IT, Product, Data Engineering, Compliance, Quality, CX, and external vendors while facilitating alignment across enterprise priorities and operational constraints.
• Translate strategic business objectives into operational requirements, governance structures, implementation plans, process designs, and future-state service architectures while driving end-to-end implementation governance and adoption planning.
• Provide enterprise-level functional leadership, mentoring, and strategic guidance to analysts, operational stakeholders, and project teams on transformation methodologies, operational design standards, and business analysis best practices.

Knowledge and Skills:

• Enterprise operational transformation leadership in regulated healthcare or high-growth service environments.
• Advanced systems thinking with the ability to design scalable, enterprise-wide operational architectures.
• Deep expertise in customer service, contact center operations, omnichannel workflows, and customer experience strategy.
• Strong understanding of AI-enabled service operations, conversational AI, workflow orchestration, interaction analytics, and automation strategy.
• Expertise in future-state operating model design, process governance, organizational change management, and operational standardization.
• Advanced business process analysis, workflow optimization, and service design methodologies.
• Executive-level facilitation, strategic communication, and stakeholder influence capabilities.
• Strong analytical and data interpretation skills with experience translating insights into strategic business outcomes.
• Ability to balance strategic planning with operational execution in fast-paced transformation environments.
• Knowledge of regulated healthcare operations, operational risk management, and compliance considerations.

Experience and Qualifications:

• 8+ years of experience in business analysis, operational transformation, customer experience strategy, or enterprise process optimization.
• 5+ years leading complex cross-functional transformation initiatives across multiple operational domains.
• Experience driving enterprise modernization initiatives, workflow redesign, and scalable operating model development.
• Strong experience with AI-enabled service technologies, CRM/case management platforms, workflow automation, and contact center modernization initiatives.
• Hands-on experience supporting and optimizing NICE CXone platforms, including IVR workflows, routing strategies, interaction analytics, agent desktop tools, and reporting capabilities.
• Advanced proficiency with data analysis and visualization tools such as SQL, Power BI, Tableau, and Excel.
• Demonstrated ability to influence senior leadership, manage change initiatives, and align cross-functional stakeholders in regulated operational environments.

Key Competencies:

• Customer Focus: Builds trust through customer-centric solutions.
• Strategic AI: Guides responsible AI adoption and adaptation.
• Optimizes Work Processes: Drives efficiency with continuous improvement.
• Collaborates: Partners effectively to achieve shared goals.
• Resourcefulness: Secures and deploys resources efficiently.
• Manages Complexity: Simplifies and solves complex challenges.
• Ensures Accountability: Delivers on commitments with integrity.
• Situational Adaptability: Adjusts approach to shifting conditions.
• Communicates Effectively: Tailors messages to diverse audiences.

Values:

• People: Empowering people defines who we are.
• Quality: Excellence in every product, every time.
• Service: Serving others is our highest purpose.
• Innovation: Advancing care through technology and discovery.

Employee Benefits, Health and Wellness:

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: https://careers.empowerpharmacy.com/benefits/

Physical Requirements:

While performing the responsibilities of the job, the employee is required to talk and hear. The employee is often required to remain in a stationary position for a significant amount of the workday and frequently use their hands and fingers to handle or feel in order to access, input, and retrieve information from the computer and other office productivity devices. Employees are regularly required to move about the office and around the corporate campus. The employee is regularly required to stand, walk, reach with arms and hands, climb or balance, and to stoop, kneel, crouch or crawl.