Senior Manager, Customer Service Outsourcing

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 patients. We are seeking an experienced partner management leader to join our team. This leader will manage external partner relationships, drive performance excellence and innovation, and collaborate with other Blink teams to positively impact the patient experience.

The ideal candidate brings deep experience in Business Process Outsourcing (BPO) account management, contact center key performance indicators (KPIs), and cross functional stakeholder influence, with the ability to operate strategically while executing in a fast-paced, high growth environment.

In-Office Expectations: 4 days per week for candidates located near an office.

What you'll do

• Own the day-to-day and strategic management of BPO partnerships, serving as the primary point of contact and accountability for partner performance and relationship health.
• Manage relationships and alignment with key internal stakeholders across the organization, influencing priorities and business and/or technology direction to support partner success.
• Play a key role in defining the long-term network strategy, including partner selection, tiering, and capacity planning.
• Review and drive execution of vendor contracts with a focus on commercial terms: pricing, payment terms, volume commitments, SLAs, rebates, and penalties; liaise with Legal in the execution and renewal of agreements.
• Negotiate high-impact agreements and contract amendments in fast-paced, high-growth environments, balancing speed with commercial rigor.
• Benchmark and facilitate best practices across the partner network; analyze and monitor compliance, and drive improvements through structured reporting and recommendations.
• Deep dive into operational inefficiencies; identify root causes and drive improvement through scalable mechanisms and corrective action plans.
• Triage partner issues, owning resolution end-to-end including root cause analysis, corrective action planning, and stakeholder communication.
• Identify, develop, and optimize internal processes, playbooks, and tools that strengthen vendor oversight and accountability.

A successful applicant will fit the following criteria

• Bachelor's degree or equivalent working experience;
• Experience in the healthcare industry is a plus.
• 7+ years of experience as Partner Manager for Outsourced Customer Service or within a BPO organization.
• Demonstrated expertise in BPO account management, contact center KPIs, and vendor performance frameworks.
• Excellent stakeholder management and relationship-building abilities, coupled with strong written and verbal communication skills.
• Skilled at negotiating high-impact agreements in fast-paced, high-growth environments.
• A proven ability to navigate ambiguous situations and drive resolution, along with experience managing complex, cross-functional initiatives.
• Strong analytical skills
• Ability to thrive in a fast-paced, dynamic environment and navigate ambiguity.
• The ability to travel as needed up to 50% of the time.