Customer Service Operations Manager

<div class="content-intro"><p><strong>Company Overview:<br><br></strong><a href="https://www.blinkhealth.com/">Blink Health </a>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. <br><br><a href="https://www.blinkhealth.com/blinkrx">BlinkRx </a>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. <br><br>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!</p></div><p><strong>The Role: </strong>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 <strong>Customer Service Operations Manager</strong>, 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.</p> <h4><strong><em>This is a full-time, on-site position based in our Pittsburgh (Robinson Twp.) office.</em></strong></h4> <p><strong>What you’ll do: </strong></p> <p><strong>Team Leadership & Development</strong></p> <ul> <li>Lead, coach, and develop a team of customer service reps and team leads — holding the bar high while investing in each person's growth.</li> <li>Drive a performance culture built on accountability, candid feedback, and real development — not just annual reviews.</li> <li>Create an environment where people do their best work, feel ownership over outcomes, and genuinely care about the patients they serve.</li> </ul> <p><strong>Operational Management</strong></p> <ul> <li>Own the day-to-day: ensure timely, high-quality resolution of customer issues across all channels (phone, email, chat) — at speed and at scale.</li> <li>Tackle complex, ambiguous escalations head-on with sound judgment and customer-first instincts.</li> <li>Build and enforce policies, processes, and SLAs that are rigorous but human — protecting the customer experience while enabling a fast-moving team.</li> <li>Stay ahead of capacity: monitor workload, adjust staffing, and anticipate surges before they become fires.</li> </ul> <p><strong>Performance Monitoring & Reporting</strong></p> <ul> <li>Own the metrics that matter — CSAT, NPS, FCR, response time