Call Center Operations Manager
Blink Health
Salary undisclosed
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Description
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 Call Center Operations Manager, you won't just oversee a team — you'll set the pace, raise the bar, and build a culture where grit and customer obsession are the standard, not the exception. This is a high-intensity, high-impact role. You'll combine strategic thinking with hands-on execution: designing systems that scale, coaching talent that sticks, and using data to drive relentless improvement. When things break — and in a fast-growing company, things break — you'll be the one who figures it out and moves the team forward. You'll collaborate across product, engineering, pharmacy, and business leadership to translate the voice of the customer into real operational and product changes. This is not a role for someone who wants to manage from a distance.
This is a full-time, on-site position based in our Pittsburgh (Robinson Twp.) office.
What you’ll do:
Team Leadership & Development
- Lead, coach, and develop a team of customer service reps and team leads — holding the bar high while investing in each person's growth.
- Drive a performance culture built on accountability, candid feedback, and real development — not just annual reviews.
- Create an environment where people do their best work, feel ownership over outcomes, and genuinely care about the patients they serve.
Operational Management
- Own the day-to-day: ensure timely, high-quality resolution of customer issues across all channels (phone, email, chat) — at speed and at scale.
- Tackle complex, ambiguous escalations head-on with sound judgment and customer-first instincts.
- Build and enforce policies, processes, and SLAs that are rigorous but human — protecting the customer experience while enabling a fast-moving team.
- Stay ahead of capacity: monitor workload, adjust staffing, and anticipate surges before they become fires.
Performance Monitoring & Reporting
- Own the metrics that matter — CSAT, NPS, FCR, response time, resolution time — and use them to tell a story, not just report numbers.
- Surface trends in customer behavior and pain points; turn those insights into action with product, engineering, and operations.
- Implement Quality Assurance programs that raise the floor on service quality, every week.
Process Improvement
- Relentlessly question the status quo: identify friction in workflows, eliminate steps that slow agents down, and reduce customer effort at every touchpoint.
- Lead improvement initiatives end-to-end — design, pilot, measure, iterate.
- Bring the customer's voice to cross-functional teams, ensuring it shapes product decisions and business strategy.
Technology & Tools
- Evaluate, implement, and optimize CRM, ticketing, and support tooling — with a bias toward automation and efficiency.
- Partner with engineering and vendor teams to push system enhancements that keep our support infrastructure ahead of our growth curve.
- Treat data integrity as non-negotiable: if the data isn't clean, the decisions aren't sound.
A successful applicant will fit the following criteria:
We want someone who runs toward hard things. You'll thrive here if:
- You have 5+ years of leadership experience in fast-paced, high-volume customer service or call center environments.
- You have 2+ years in customer service, healthcare, pharmacy, or a related field — you understand the stakes when a patient can't get their medication.
- You're a builder of teams and systems — not just a manager of tasks.
- You use data instinctively: you know which metrics to watch, how to find the story in the numbers, and how to translate insights into action.
- You thrive in ambiguity. When priorities shift (and they will), you recalibrate fast and keep the team grounded.
- You communicate with clarity and conviction — up, down, and across the org — and you do it with respect and patience.
- You have a low ego and a high standard. You'll do whatever it takes, including jumping on the phones when the team needs it.
- Spanish bilingual is preferred — for supporting diverse customers and teams.
- You have a bachelor's degree in Business, Communications, or equivalent real-world experience.
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.
Applicants who provide their phone number and consent to receive text messages may receive SMS or MMS updates from Blink Health regarding their application.
About this role
Blink Health is looking for a Customer Service Operations Manager to lead their Patient Services team in Pittsburgh—a role that sits squarely at the intersection of the company's mission to make prescriptions affordable and its operational reality of scaling fast. You'd own both the people and the systems: building and coaching a team of customer service reps and leads, designing processes that handle volume without sacrificing quality, and using data to surface what's actually breaking in the customer experience. This isn't a desk job; you'd be hands-on, jumping on calls when needed and working across product, engineering, and pharmacy teams to translate customer pain points into real changes.
The role demands someone with at least five years leading high-volume customer service operations, ideally with two or more years in healthcare or pharmacy. You need to be comfortable in ambiguity, moving fast when priorities shift, and equally skilled at coaching people and optimizing workflows. You'll own metrics like CSAT, NPS, and first-contact resolution, but more importantly, you'll know how to read those numbers and act on them. Spanish bilingual is preferred. A bachelor's degree in business or communications (or equivalent experience) is required.
This is a full-time, on-site position in Robinson Township. It's a high-intensity role suited to someone who runs toward hard problems, has a low ego, and genuinely cares about the outcome for patients on the other end of the line.
How this employer is doing
solid
- News: Recently Raised Funding
- News: Growing or Expanding
- Expanding
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Pay for this role
The employer didn't post a pay range for this role. That usually means pay is set in negotiation, which favors whoever arrives with numbers. Check ranges on comparable Call Center Operations Manager postings in Pittsburgh, and analyze any offer before you accept it.
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