Sr. Manager, Operational Excellence (Patient Support)

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. 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.

Responsibilities

Collaborate with the Sr. Director of Patient Support to develop and execute operational strategies; lead a portfolio of initiatives/projects across Patient Services, Product & Engineering, Data, and other cross-functional teams; deliver process improvement projects that drive sustained improvement in CSAT and Average Handle Time; improve contact rate by solving root drivers of patient support contacts; develop and implement comprehensive solutions across people, process, and technology; use data to identify trends and bottlenecks, run queries and Excel analyses, and create and refine dashboards; contribute to a culture of operational excellence using Lean/Six Sigma and other best practices, including documentation such as business requirements and process flows

Requirements

Location: Pittsburgh or Seattle; open to New York City or Seattle with 25% travel; 10+ years of experience in operations, strategy, or process improvement in a high-growth company; Bachelor's degree in Business Administration, Operations Management, or a related field; exceptional problem-solving skills and experience delivering high-impact results using operational excellence methodologies; ability to lead multiple projects from concept to reality and manage cross-functional stakeholders; strong attention to detail; AI fluency, with AI used in daily workflows and implemented at the enterprise level; ability to establish and monitor key metrics and analyze data, with proficiency in data analysis and BI tools (Excel, SQL, Tableau, etc.) required; ability to drive cross-functional teams and influence stakeholders; excellent verbal and written communication skills; ability to thrive in a dynamic, fast-paced environment and navigate ambiguity; motivated by Blink's mission

Nice to have

Master's degree preferred; Lean/Six Sigma certification preferred; healthcare tech, pharmacy, and/or call center experience preferred; specific experience in contact centers or customer operations preferred