Supervisor, Incident Response

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 Supervisor, Incident Response leads daily incident response operations that protect customer experience, regulatory compliance, and operational continuity while advancing Empower's mission within a hyper-growth, highly regulated 503A/503B pharmacy environment. This role owns team performance, workload optimization, service quality, escalated issue resolution, and cross-functional coordination to consistently achieve operational objectives. Leveraging AI as a force multiplier, the supervisor accelerates decision-making, improves response speed, enhances quality, identifies trends, and scales performance through data-driven insights and intelligent workflow optimization. Success requires strategic thinking, disciplined execution, continuous learning agility, and the ability to develop high-performing teams while balancing customer needs, compliance expectations, operational excellence, and measurable business outcomes. The role consistently demonstrates exceptional leadership, accountability, innovation, resilience, and sustained performance.

RESPONSIBILITIES 

Operational Leadership 

• Team Leadership: Direct daily Incident Response operations by balancing workloads, prioritizing service demands, monitoring productivity, and coaching team members to consistently achieve performance objectives. Utilize AI-enabled dashboards and operational analytics to improve staffing decisions, accelerate issue resolution, identify workflow bottlenecks, and sustain high-quality customer service while maintaining compliance within Empower's fast-growing regulated environment.
• Performance Management: Establish clear performance expectations, conduct coaching sessions, complete evaluations, recognize achievement, and implement development plans that strengthen individual capability and team effectiveness. Apply AI-generated performance insights to identify trends, personalize coaching opportunities, improve accountability, and enhance operational consistency while fostering a culture of continuous improvement and ownership.
• Workforce Coordination: Develop schedules, manage attendance, optimize resource allocation, and coordinate staffing adjustments that ensure uninterrupted service delivery during changing operational demands. Leverage predictive AI tools to forecast workload patterns, improve scheduling accuracy, reduce service disruptions, and maximize productivity while supporting employee engagement and operational resilience. 

Incident Operations 

• Issue Resolution: Oversee complex customer incidents and operational escalations by ensuring timely investigation, root cause identification, effective communication, and successful resolution. Utilize AI-assisted case prioritization, knowledge recommendations, and trend analysis to improve response quality, reduce recurrence, strengthen decision-making, and elevate customer satisfaction across the incident management lifecycle.
• Quality Oversight: Monitor service quality, documentation accuracy, complaint trends, and operational outcomes through structured reviews and continuous process evaluation. Apply AI-powered quality monitoring and analytics to detect emerging risks, improve consistency, identify coaching opportunities, and strengthen operational excellence while maintaining exceptional customer experiences.
• Compliance Execution: Ensure all incident response activities consistently comply with regulatory requirements, company policies, quality standards, and documentation expectations. Utilize AI-supported compliance monitoring and workflow validation to identify potential gaps, improve audit readiness, reduce operational risk, and reinforce accountability throughout daily operations. 

Cross-Functional Collaboration 

• Partner Collaboration: Build strong partnerships with pharmacy operations, call center teams, clinical pharmacists, quality, and other internal stakeholders to resolve issues efficiently and improve end-to-end service delivery. Utilize AI-generated operational insights to support informed discussions, align priorities, remove barriers, and improve enterprise-wide coordination.
• Training Excellence: Lead onboarding, technical training, knowledge reinforcement, and ongoing competency development that equips team members to consistently deliver exceptional service. Integrate AI-enabled learning resources, performance analytics, and knowledge management tools to accelerate learning, improve retention, and strengthen workforce capability.
• Communication Effectiveness: Deliver clear, timely, and professional communication during operational changes, escalated incidents, and performance discussions while promoting transparency and alignment. Utilize AI-assisted communication tools to improve message quality, consistency, documentation, and stakeholder responsiveness across multiple business functions. 

Continuous Improvement 

• Process Improvement: Evaluate operational workflows, identify improvement opportunities, implement sustainable solutions, and measure outcomes that enhance efficiency and customer satisfaction. Utilize AI-driven process analytics to uncover trends, automate repetitive activities, reduce cycle times, and improve overall operational performance within a rapidly scaling organization.
• Data Analysis: Analyze operational metrics, service performance, customer feedback, and compliance indicators to guide informed decision-making and continuous improvement initiatives. Leverage AI-powered reporting and predictive analytics to identify emerging patterns, improve forecasting accuracy, and support proactive operational management across the Incident Response function.
• Culture Development: Foster a culture of accountability, collaboration, innovation, and customer focus by modeling Empower's values and reinforcing high performance expectations. Encourage responsible AI adoption, continuous learning, operational excellence, and adaptability while developing resilient teams capable of succeeding in a dynamic, highly regulated business environment. 

KNOWLEDGE AND SKILLS 

• Demonstrated knowledge of incident response operations, customer service management, workforce supervision, KPI management, quality assurance, and regulatory compliance, with the ability to leverage AI technologies to improve operational performance and decision-making.
• Proficiency with Microsoft Office applications, operational reporting, workforce management tools, performance dashboards, AI-enabled analytics platforms, and documentation systems supporting quality, compliance, and service excellence.
• Strong leadership, coaching, communication, problem-solving, conflict resolution, organizational, and cross-functional collaboration skills with the ability to manage competing priorities in a fast-paced, highly regulated operational environment.
• Ability to analyze operational data, identify trends, drive continuous improvement initiatives, optimize workflows through AI-enabled insights, and deliver measurable business results while maintaining exceptional customer experience. 

EXPERIENCE AND QUALIFICATIONS 

• Registered with Texas Board of Pharmacy as a Pharmacy Technician required. 
• Minimum of 2 years of customer service experience, preferably in a pharmaceutical field required; supervisory experience preferred. 
• High school diploma or GED required; Associate or bachelor’s degree preferred.  
• Demonstrates exceptional attention to detail, problem-solving, and interpersonal skills, with the ability to communicate effectively, prioritize tasks, and provide excellent customer service under pressure.  

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.