Senior Customer Service Operations Leader

Socket.dev

Pittsburgh (Allegheny County)

On-site

USD 90,000 - 130,000

Full time

5 days ago

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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.