Capsule is a new kind of pharmacy. One that is smarter, friendlier, faster, and hand-delivers your medication, same-day, for free. We have a national presence and have raised over $500MM from the best healthcare and technology investors in the world. People succeed in our culture when they are intensely focused on our customers, are energized by accomplishing ambitious goals, and push themselves and their teammates to be their best. If this excites you, we’d love to have you join us.

About the Role

As a Senior Manager, for Pharmacy Experience (PX) you will partner with the Pharmacy Experience Director to lead PX Managers in delivering exceptional customer service and operational excellence. In this fast-paced work environment, your mission is to develop your team, optimize workflows, and drive initiatives that create a seamless and supportive experience for both customers and team members. Your responsibilities will include:

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

Requirements

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

Bonus Points (Nice to Haves)

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

What We Offer

Competitive compensation, commensurate with qualifications and experience

Comprehensive benefits package including medical, dental, and vision coverage
The opportunity to work alongside some of the brightest minds in healthcare and technology
The opportunity to execute on a high-impact mission, to build a pharmacy that works for everyone, within a $425 billion pharmacy industry touching 70% of Americans once a month

Capsule is committed to hiring the best team possible to build a pharmacy that works for everyone. We have a diverse set of problems to solve and believe that we need a diverse set of perspectives to deliver the best possible solutions to those problems. We look for talent from a wide range of backgrounds - including but not limited to - race, age, sexual orientation, gender identity and expression, national origin, religion, disability, and veteran status.