Customer Care Team Lead – Remote Pharmacy Operations Management for Amazon Health Services (PillPack)
Why Join a Visionary Leader in Pharmacy Innovation?
At PillPack, a subsidiary of Amazon Health Services, we are reshaping how people receive their medication. Our mission is to become the world’s most customer‑centric pharmacy, delivering seamless, personalized care that puts health and convenience first. As part of Amazon’s broader commitment to transforming healthcare, PillPack blends cutting‑edge technology, data‑driven insights, and a deep empathy for every customer’s journey.
We are looking for an experienced, dynamic leader who thrives in fast‑moving, remote environments to guide a high‑performing team of customer‑care professionals. If you are passionate about elevating the pharmacy experience, driving operational excellence, and mentoring future leaders, this role offers a rare opportunity to shape the future of digital health on a global scale.
Position Overview
The Customer Care Team Lead will be responsible for steering a remote team of Associates who deliver world‑class support to PillPack customers. This role blends strategic vision with day‑to‑day coaching, ensuring that service level agreements (SLAs), quality standards, and customer satisfaction metrics consistently exceed expectations.
Reporting to the Operations Manager, you will own the entire performance lifecycle of your team— from recruitment and onboarding through continuous coaching, performance analysis, and career development. You will also partner closely with cross‑functional leaders in Product, Engineering, Compliance, and Fulfillment to solve complex problems and implement process improvements that enhance the overall customer experience.
Key Responsibilities
- Team Leadership & Development – Recruit, interview, train, and mentor a diverse group of remote customer‑care associates, fostering an environment of accountability, growth, and high engagement.
- Performance Management – Set clear, data‑driven performance goals aligned with PillPack’s corporate vision, track progress against SLAs and KPIs, and deliver regular feedback, coaching, and performance reviews.
- Strategic Planning – Develop quarterly and annual operational plans that balance workload forecast, staffing capacity, and quality targets while adapting to fluctuating demand patterns (including nights, weekends, and holidays).
- Process Optimization – Lead Kaizen, Lean, and Six‑Sigma initiatives to identify bottlene‑bottles, eliminate waste, and enhance accuracy, productivity, and overall service efficiency.
- Customer Advocacy – Act as the primary escalation point for complex customer issues, orchestrating cross‑functional resolution and ensuring that customers receive timely, empathetic, and effective support.
- Metrics & Reporting – Own the collection, analysis, and presentation of key performance data (e.g., CSAT, NPS, FCR, AHT, adherence) to senior leadership, providing actionable insights and recommendations.
- Compliance & Safety – Enforce PillPack’s policies and industry regulations, safeguarding patient confidentiality, data security, and medication safety at all times.
- Culture Champion – Drive engagement initiatives such as virtual team huddles, recognition programs, and peer‑learning sessions, cultivating a sense of belonging and ownership among remote staff.
- Direct Contribution – When necessary, step into the Associate role to handle high‑volume periods, ensuring SLA compliance and demonstrating hands‑on leadership.
Essential Qualifications
- Bachelor’s degree in Business, Healthcare Management, or a related discipline, or a minimum of two years of progressive leadership experience in a customer‑service or contact‑center environment.
- Demonstrated ability to lead remote teams, including expertise in virtual communication platforms (e.g., Slack, Zoom, Microsoft Teams).
- Proficiency with Microsoft Office Suite and Google Workspace for reporting, documentation, and collaboration.
- Willingness to work flexible shifts—including evenings, weekends, and holidays—to meet business demands.
- Full COVID‑19 vaccination status in accordance with state and federal regulations (e.g., NY, WA).
- Strong analytical mindset with experience interpreting performance dashboards and turning data into actionable improvements.
Preferred Qualifications & Attributes
- Previous experience managing sales or customer‑service teams within a high‑volume contact centre, preferably with a focus on pharmacy, healthcare, or e‑commerce.
- Track record of managing other people‑managers, showcasing the ability to scale leadership impact across multiple layers.
- Exceptional communication skills across written, verbal, and digital mediums, with a keen eye for detail.
- Demonstrated passion for problem‑solving, with examples of innovative solutions that improved customer experience or operational efficiency.
- Familiarity with Lean, Kaizen, or Six‑Sigma methodologies and a proven record of leading continuous‑improvement projects.
- Experience integrating Slack or similar collaboration tools into daily workflow for remote teams.
- High degree of emotional intelligence, enabling you to motivate, coach, and manage conflict with empathy and professionalism.
- A commitment to maintaining strict confidentiality of patient health information, adhering to HIPAA and other regulatory standards.
Core Skills & Competencies
- Leadership Presence – Inspire trust, influence outcomes, and model the behaviours you expect from your team.
- Customer‑Centric Mindset – Keep the voice of the customer at the forefront of every decision, ensuring that every interaction adds value.
- Analytical Acumen – Ability to dissect complex datasets, identify trends, and translate insights into measurable action plans.
- Process Design – Expertise in mapping, documenting, and re‑designing workflows for maximum efficiency.
- Change Management – Comfortable guiding teams through transformation, adoption of new tools, and shifting business priorities.
- Technological Fluency – Comfortable navigating CRM platforms, workforce management systems, and reporting dashboards.
- Strategic Thinking – Align day‑to‑day activities with long‑term business objectives, while remaining adaptable to market dynamics.
Compensation, Benefits & Perks
While exact figures will vary based on experience and location, successful candidates can expect a competitive salary package that reflects the seniority of the role, complemented by a comprehensive benefits suite that includes:
- Health, dental, and vision insurance with generous employer contributions.
- Retirement savings plan (401k) with company match.
- Paid time off, holidays, and flexible work‑hour policies to support work‑life balance.
- Employee stock purchase options and performance‑based bonuses.
- Well‑being programs such as mental‑health resources, virtual fitness memberships, and ergonomic home‑office stipends.
- Opportunities for continuous learning, tuition reimbursement, and career‑development pathways within Amazon Health Services.
- Access to internal mentorship networks and leadership development programs.
Learning, Growth & Career Pathways
At PillPack, we invest heavily in the professional evolution of our people. As a Customer Care Team Lead, you will have access to:
- Structured onboarding and certification programs tailored to pharmacy operations and customer‑experience excellence.
- Cross‑functional rotational assignments that broaden exposure to Product, Engineering, Marketing, and Compliance.
- Leadership academies focused on advanced management techniques, strategic planning, and data‑driven decision‑making.
- Mentorship circles that connect you with senior leaders across Amazon Health Services, fostering a pipeline for future senior‑manager and director roles.
Culture, Values & Work Environment
PillPack’s culture is anchored in Amazon’s leadership principles—most notably Customer Obsession, Ownership, and Invent and Simplify. As a remote leader, you will experience a vibrant, inclusive community where diversity of thought is celebrated, and every voice matters.
Key cultural attributes include:
- Inclusivity – We champion a workplace where individuals of all backgrounds feel valued and empowered.
- Innovation – Team members are encouraged to experiment, share ideas, and iterate quickly.
- Ownership – Employees take personal responsibility for outcomes, continuously seeking ways to improve.
- Collaboration – Even in a fully remote setting, we invest in virtual collaboration tools and regular touch‑points to keep teams aligned.
- Recognition – Peer‑to‑peer recognition platforms and performance‑based rewards ensure achievements are celebrated.
Application Process & Next Steps
If you are ready to lead a high‑performing remote team, drive transformative change, and make a measurable impact on millions of customers’ health journeys, we want to hear from you. To apply:
- Review the detailed job posting on our careers portal.
- Submit your resume, a tailored cover letter highlighting your leadership achievements, and any relevant certifications.
- Complete the short online assessment that helps us understand your problem‑solving approach.
- Participate in a virtual interview series with senior leadership, focusing on scenario‑based discussions and cultural fit.
We value diversity and encourage candidates from all backgrounds to apply. Amazon and PillPack are equal‑opportunity employers; we do not discriminate on the basis of race, gender, sexual orientation, disability, veteran status, or any other protected characteristic. If you require accommodation during the recruitment process, please let us know, and we will gladly provide the necessary support.
Take the Leap – Shape the Future of Pharmacy Today
Join us and become a pivotal part of a fast‑growing, purpose‑driven organization that is redefining how people access medication. Your leadership will directly influence the lives of countless individuals, ensuring they receive the care they deserve—efficiently, compassionately, and with a smile.
Apply now and embark on a rewarding journey where your talent meets purpose.
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