Business Product Manager – Customer Success and Service
Position Summary
The CSS Business Product Manager partners directly with customer service, operations, and technology teams to deploy, optimize, and support digital solutions that improve customer experience, operational efficiency, and enterprise performance. This role owns implementation, technical troubleshooting, workflow optimization, solution adoption, and cross-functional collaboration across customer-facing systems.
Responsibilities
Solution Implementation: Deploy, configure, validate, and optimize customer service technologies by partnering with business, operations, and engineering teams to ensure successful production readiness and operational adoption. Leverage AI-powered implementation planning, intelligent configuration recommendations, workflow automation, and deployment analytics to improve delivery speed, solution quality, decision-making, and scalable execution while maintaining compliance with organizational standards and regulatory expectations.
Environment Support: Maintain deployment environments by monitoring application performance, validating integrations, resolving configuration issues, and coordinating release activities across cross-functional teams. Utilize AI-enabled monitoring, anomaly detection, predictive diagnostics, and operational insights to proactively identify issues, reduce downtime, accelerate troubleshooting, and improve overall system reliability supporting customer service operations and business continuity.
Integration Management: Design, configure, and validate integrations between customer service platforms, operational systems, and supporting technologies to ensure accurate, secure, and efficient information exchange. Apply AI-assisted integration monitoring, data validation, and exception detection capabilities to improve implementation quality, reduce manual effort, strengthen decision-making, and support scalable digital transformation initiatives across enterprise operations.
Issue Resolution: Investigate, troubleshoot, and resolve complex technical issues affecting customer service technologies by collaborating with engineering, infrastructure, operations, and vendor partners to restore functionality efficiently. Utilize AI-powered diagnostics, knowledge retrieval, root cause analysis, and solution recommendations to improve response speed, decision quality, and operational stability while minimizing business disruption and customer impact.
Workflow Optimization: Evaluate existing customer service workflows, identify operational inefficiencies, and implement technology enhancements that improve productivity, user experience, and business outcomes. Leverage AI-driven process analysis, automation opportunities, predictive recommendations, and performance insights to streamline operations, eliminate repetitive work, and continuously improve technology-enabled service delivery supporting organizational growth objectives.
User Enablement: Partner with business stakeholders to provide technical guidance, solution demonstrations, knowledge sharing, and adoption support that maximize value from deployed technologies. Utilize AI-assisted training resources, interactive knowledge tools, and personalized learning recommendations to improve user proficiency, increase solution adoption, accelerate issue resolution, and strengthen overall customer service performance.
Performance Excellence
Performance Monitoring: Continuously monitor application health, service performance, system utilization, and operational metrics to identify optimization opportunities and ensure reliable technology delivery. Utilize AI-enabled analytics, predictive monitoring, automated alerting, and trend analysis to strengthen decision-making, improve service quality, reduce operational risk, and support proactive technology management across customer service environments.
Documentation Management: Develop and maintain accurate technical documentation, implementation guides, configuration records, troubleshooting procedures, and knowledge articles supporting operational excellence and organizational scalability. Leverage AI-powered documentation generation, knowledge organization, content validation, and search capabilities to improve information quality, accelerate knowledge sharing, and enhance support consistency across cross-functional teams.
Continuous Improvement: Drive continuous improvement initiatives by evaluating deployment outcomes, customer feedback, operational performance, and emerging technologies to recommend scalable enhancements. Utilize AI-generated insights, performance analytics, and implementation intelligence to improve delivery methodologies, optimize technical solutions, strengthen customer experiences, and support Empower's rapidly evolving digital transformation strategy.
Qualifications
Bachelor's degree in Computer Science, Information Technology, Engineering, Information Systems, or a related technical discipline preferred.
Three or more years of experience supporting enterprise applications, systems implementation, technical operations, customer-facing technologies, or digital transformation initiatives.
Experience troubleshooting software applications, configuring enterprise platforms, supporting integrations, and collaborating across business and technical teams.
Working knowledge of APIs, cloud platforms, SQL fundamentals, system integrations, and modern customer service technologies preferred.
Experience utilizing AI-enabled development, operational, monitoring, or productivity tools to improve technical delivery and business outcomes preferred.
Excellent organizational, analytical, communication, and stakeholder management skills, with the ability to deliver high-quality solutions in fast-paced, highly regulated 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.
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 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.