Sr. Manager, Operational Excellence (Patient Support)

The Role

The Patient Services Operations team sits at the forefront of our mission: affordable prices and the best possible experience for every customer. We are searching for a relentless, action-oriented leader to fill this critical role - someone who is instinctively curious, deeply empathetic to customer pain, and constitutionally unable to let a broken experience sit unresolved.

This is not a role for someone who observes from the sidelines. You will move fluidly between setting the strategic vision, spotting systemic patterns, influencing executive decisions - and rolling up your sleeves to build, fix, and ship. You will be the conscience of the customer inside this organization. You will not rest until root causes are understood, countermeasures are in place, and the fix actually holds.

Responsibilities

• Strategic Planning: Collaborate with the Sr. Director of Patient Support to develop and execute operational strategies aligned with the company's overall vision and objectives.
• Lead a portfolio of initiatives/projects, ensuring timely and high-quality delivery, alignment with organizational goals, and seamless collaboration across Patient Services, Product & Engineering, Data, and other cross-functional teams.
• Deliver Process Improvement projects: Drive efficiency in our associates' processes, as measured by sustained improvement in key Patient Support metrics, including CSAT and Average Handle Time.
• Improve Contact Rate: Solve drivers of patient support contacts at the root, reducing the frequency with which patients must contact Blink for support.
• Problem Solving: Develop and implement comprehensive solutions across people, process, and technology in support of our company's strategic objectives. Raise the bar for organization and rapid execution within Patient Services Operations.
• Analytics & Reporting: Use data to drive decision-making through identifying trends, bottlenecks in operational workflows, and recommending/scoping impact of solutions. Run your own queries and Excel analyses. Create, monitor, and refine dashboards (collaborating with the Data team), and communicate key metrics to stakeholders.
• Operational Excellence: Contribute to building a culture of operational excellence by establishing and demonstrating what good looks like - across process improvement, data monitoring, project management, and documentation (business requirements, process flows, etc.) - leveraging Lean/Six Sigma (and other best practices) to continuously improve operations.

Qualifications

• Location: Pittsburgh or Seattle; Open to New York City or Seattle with 25% travel.
• Experience: 10+ years of experience in operations, strategy, or process improvement in a high-growth company (healthcare tech, pharmacy, and/or call center experience preferred); Bachelor's degree in Business Administration, Operations Management, or a related field (Master's degree preferred). Specific experience in contact centers or customer operations preferred.
• Problem Solving: Exceptional problem-solving skills and demonstrated experience delivering high-impact results using operational excellence best practice methodologies (Lean/Six Sigma certification preferred).
• Project Management: Ability to lead multiple projects from concept to reality and manage cross-functional stakeholders to deliver results.
• Detail-Oriented: Strong attention to detail - quickly become an expert in new areas, ask the right questions, and connect dots to ensure accuracy and completeness of initiatives.
• AI fluent: You use AI in your daily workflows, and have implemented it at the enterprise level.
• Data-Driven: Ability to drive establishment and monitoring of key metrics, and comfortable analyzing data to identify trends and issues; proficiency in data analysis tools and business intelligence software (Excel, SQL, Tableau, etc.) is required.
• Collaborative Mindset: Ability to drive cross-functional teams to deliver results; influencing, collaborating and creating consensus with various stakeholders at all levels.
• Communication Skills: Excellent verbal and written communication skills, with the ability to present complex concepts and data clearly and concisely.
• Adaptability/Resiliency: Ability to thrive in a dynamic, fast-paced environment and effectively navigate ambiguity to drive results.
• Mission-Oriented: Motivated by Blink's mission and excited by the prospect of analyzing complex problems to drive comprehensive solutions and improve patient outcomes.