Customer Service Operations Manager

Company Overview:

Blink Health is the fastest growing healthcare technology company that builds products to make prescriptions accessible and affordable to everybody.  Our two primary products – BlinkRx and Quick Save – remove traditional roadblocks within the current prescription supply chain, resulting in better access to critical medications and improved health outcomes for patients. 

BlinkRx is the world’s first pharma-to-patient cloud that offers a digital concierge service for patients who are prescribed branded medications. Patients benefit from transparent low prices, free home delivery, and world-class support on this first-of-its-kind centralized platform. With BlinkRx, never again will a patient show up at the pharmacy only to discover that they can’t afford their medication, their doctor needs to fill out a form for them, or the pharmacy doesn’t have the medication in stock. 

We are a highly collaborative team of builders and operators who invent new ways of working in an industry that historically has resisted innovation. Join us!

The Role: The Patient Services Operations team is at the forefront of the company mission to bring affordable prices and deliver the best possible experience for all of our customers. As a Customer Service Operations Manager, you will lead and optimize the daily operations of the Patient Services team, driving initiatives that enhance both the associate and customer experience. This role combines strategic planning, analytics, and hands-on execution to improve service delivery, increase operational efficiency, and elevate overall support quality. You’ll oversee workflow management, implement performance metrics, and collaborate cross-functionally to drive continuous improvement and ensure an exceptional customer experience.

This is a full-time, on-site position based in our Pittsburgh (Robinson Twp.) office.

What you’ll do: 

Team Leadership & Development

• Manage, coach, and mentor a team of customer service representatives and team leads.
• Conduct regular performance reviews, provide feedback, and implement development plans.
• Foster a high performance, accountable, collaborative, cohesive, and enjoyable team dynamic, promoting professional growth and a positive work culture.

Operational Management

• Oversee day-to-day customer service operations to ensure timely and effective resolution of customer issues.
• Leverage your business expertise and judgment to resolve complex and ambiguous escalations, ensuring customer satisfaction.
• Develop and enforce policies, processes, and SLAs for customer support across all channels (phone, email, chat, etc.).
• Monitor workload distribution and adjust staffing needs accordingly.

Performance Monitoring & Reporting

• Track and report on KPIs such as CSAT, NPS, FCR, response time, and ticket resolution time.
• Identify trends in customer inquiries and issues to drive process or product improvements.
• Implement quality assurance measures to ensure consistency in service delivery.

Process Improvement

• Analyze current customer service processes and identify areas for optimization.
• Lead initiatives to streamline workflows, reduce customer effort, and enhance agent productivity.
• Collaborate with product, engineering, sales, and marketing teams to provide voice-of-the-customer insights.

Technology & Tools

• Evaluate and manage CRM and ticketing systems.
• Partner with IT or support vendors to implement new tools or system enhancements.
• Ensure tools are configured to maximize efficiency and data integrity

A successful applicant will fit the following criteria:

• Bachelor’s degree in Communications, Business Administration, or equivalent experience.
• 5+ years of leadership in fast-paced environments, preferably in call center or customer support.
• 2+ years of experience in customer service, healthcare, pharmacy, or related fields.
• Proven ability to lead, mentor, and provide timely, constructive feedback.
• Adaptable to shifting priorities and fluid demands.
• Skilled in developing team members through special projects and cross-functional opportunities.
• Strong data analysis and decision-making abilities.
• Effective problem solver, comfortable with ambiguity.
• Highly organized with sharp attention to detail.
• Clear, confident communicator across all organizational levels; respectful and patient.
• BPO Management experience would be a plus. 
• Spanish bilingual strongly preferred for supporting diverse customers and teams.

Why Join Us:

It is rare to have a company that both deeply impacts its customers and is able to provide its services across a massive population.  At Blink, we have a huge impact on people when they are most vulnerable: at the intersection of their healthcare and finances. We are also the fastest growing healthcare company in the country and are driving that impact across millions of new patients every year.  Our business model not only helps people, but drives economics that allow us to build a generational company. We are a relentlessly learning, constantly curious, and aggressively collaborative cross-functional team dedicated to inventing new ways to improve the lives of our customers.

We are an equal opportunity employer and value diversity of all kinds. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.