Customer Service Operations Manager

Socket.dev; Pittsburgh (Allegheny County); On-site; USD 90,000 - 130,000; Full time

Job summary

Blink Health is hiring a Customer Service Operations Manager in Pittsburgh for a fast-growing healthcare tech environment. You will lead a team, design scalable processes, coach talent, and use data to drive improvements across CS channels.

Collaboration with product, engineering, and pharmacy is essential to translate customer voice into product changes. The role is on-site in Pittsburgh and demands a proactive leader who thrives under pressure, builds a culture of accountability, and delivers

Qualifications

• 5+ years of leadership experience in fast-paced, high-volume customer service.
• 2+ years in customer service, healthcare, pharmacy, or related field.
• Builder of teams and systems with data-driven mindset.
• Strong communication and ability to translate insights into action.
• Thrive in ambiguity and adapt quickly to shifting priorities.
• Clear, respectful communication up and down the org.
• Low ego with high standards; willing to pitch in when needed.
• Spanish bilingual preferred for diverse customers and teams.
• Bachelor's degree in Business, Communications, or equivalent.

Responsibilities

• Lead, coach, and develop a team of customer service reps and team leads.
• Own day-to-day operations: timely, high-quality issue resolution across channels.
• Own metrics (CSAT, NPS, FCR, response time) and tell actionable stories.
• Implement QA programs and drive process improvements weekly.
• Collaborate with product, engineering, and operations to reflect customer voice in decisions.

Skills

Leadership

Data-driven

Customer service

People management

Strategic planning

Education

Bachelor's degree

Tools

CRM systems

Ticketing systems

Analytics tools

Job 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 Customer Service 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.