Amazing company and people - Senior Manager, Client Services ScriptPro Employee Review

The executive team is largely abysmal. They often know little to nothing about what the front line employees do or deal with in the name of keeping customers happy. The COO, Bill Thomas is a great guy. I feel like he and almost all of the VPs under him are constantly under the thumb of Mike Coughlin and are in a constant race to see who can please him and a select few customers the fastest and most. They’ll tell you one thing to hour face but will not truly fight for their teams or departments if Mike (or MEC, because he’s too cool to be called Mike) says jump. The directors I reported to were amazing and I truly felt like they cared about the people under them. That unfortunately is where the care ends. While the pay is good if you advance and get promoted, the annual “raises” have never kept up with inflation. At most, you’re looking at 3-4%, which is great if your bills and expenses aren’t growing by 8-10%. The customers know they can circumvent any and all processes and procedures by running and complaining to daddy Mike. We often knew decision we made as a team would be undercut by someone running and telling on us. I could count on one hand the number of times a decision that I made or a director made was upheld by executives who often had literally no clue what the situation was. This made you second guess or question decisions you knew were in your team or the company’s best interest for fear of getting the rug pulled out from underneath you. Work/life balance. Whole ScriptPro doesn’t come right out and tell you that you’ll be on call 24/7 when you get into even the most entry level of leadership roles, they often remind you that you need to be “responsive” or you will hear how other leaders aren’t “responsive”. While I willingly signed up for this for years, it eventually took a toll. The stress and constant state of alert is tiring and wears on family life, personal health, and general well being. While I always felt heard and understood when I brought these concerns to my bosses, this “responsiveness” culture is so ingrained into ScriptPro that nothing changes. Because the other people you work with are so awesome, you feel badly for having others help and pick up the slack and instead bury yourself further in work. The young, up and coming leaders that were developed do not want to devote their entire lives to a company they can clearly see isn’t willing to do the same for them. Benefits are meh at best. Insurance premiums are high for decent coverage. The 401k matching isn’t at industry, or even national, standards. The PTO offering is ok once you have some years under your belt, if you can truly use and enjoy it (see above).