Customer Service Operations Manager
for each section heading. Use - for any list of duties/requirements/benefits. Use
for prose. Do not repeat job title as heading. Do not include Job ID etc. Remove boilerplate: EEO, equal opportunity, scam warning, application instructions, cookie/navigation/legal. Also remove duplicated lines. The posting appears to have duplicated content (the "What You’ll Do:" etc repeated after "Why Join Us"? Actually after "Why Join Us" there is a block that repeats the "What You’ll Do:" etc again (maybe due to copy error). We need to preserve substantive information but not duplicate. So we should include each unique piece once.
Let's extract content:
Company Overview paragraph: "Blink Health 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. BlinkRx 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. 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!"
The Role paragraph: "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 Customer Service Operations Manager, 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. This is a full-time, on-site position based in our Pittsburgh (Robinson Twp.) office."
What You’ll Do: bullet list items (multiple paragraphs). Let's list them:
- Team Leadership & Development: Lead, coach, and develop a team of customer service reps and team leads — holding the bar high while investing in each person's growth. Drive a performance culture built on accountability, candid feedback, and real development — not just annual reviews. Create an environment where people do their best work, feel ownership over outcomes, and genuinely care about the patients they serve.
- Operational Management: Own the day-to-day: ensure timely, high-quality resolution of customer issues across all channels (phone, email, chat) — at speed and at scale. Tackle complex, ambiguous escalations head-on with sound judgment and customer-first instincts. Build and enforce policies, processes, and SLAs that are rigorous but human — protecting the customer experience while enabling a fast-moving team. Stay ahead of capacity: monitor workload, adjust staffing, and anticipate surges before they become fires.
- Performance Monitoring & Reporting: Own the metrics that matter — CSAT, NPS, FCR, response time, resolution time — and use them to tell a story, not just report numbers. Surface trends in customer behavior and pain points; turn those insights into action with product, engineering, and operations. Implement Quality Assurance programs that raise the floor on service quality, every week.
- Process Improvement: Relentlessly question the status quo: identify friction in workflows, eliminate steps that slow agents down, and reduce customer effort at every touchpoint. Lead improvement initiatives end-to-end — design, pilot, measure, iterate. Bring the customer's voice to cross-functional teams, ensuring it shapes product decisions and business strategy.
- Technology & Tools: Evaluate, implement, and optimize CRM, ticketing, and support tooling — with a bias toward automation and efficiency. Partner with engineering and vendor teams to push system enhancements that keep our support infrastructure ahead of our growth curve. Treat data integrity as non-negotiable: if the data isn't clean, the decisions aren't sound.
A Successful Applicant Will Fit The Following Criteria: bullet list:
- You have 5+ years of leadership experience in fast-paced, high-volume customer service or call center environments.
- You have 2+ years in customer service, healthcare, pharmacy, or a related field — you understand the stakes when a patient can't get their medication.
- You're a builder of teams and systems — not just a manager of tasks.
- You use data instinctively: you know which metrics to watch, how to find the story in the numbers, and how to translate insights into action.
- You thrive in ambiguity. When priorities shift (and they will), you recalibrate fast and keep the team grounded.
- You communicate with clarity and conviction — up, down, and across the org — and you do it with respect and patience.
- You have a low ego and a high standard. You'll do whatever it takes, including jumping on the phones when the team needs it.
- Spanish bilingual is preferred — for supporting diverse customers and teams.
- You have a bachelor's degree in Business, Communications, or equivalent real-world experience.
Why Join Us: paragraph(s):
"It is rare to have a company that both deeply impacts its customers and is able to provide its services across a massive population. At Blink, we have a huge impact on people when they are most vulnerable: at the intersection of their healthcare and finances. We are also the fastest growing healthcare company in the country and are driving that impact across millions of new patients every year. Our business model not only helps people, but drives economics that allow us to build a generational company. We are a relentlessly learning, constantly curious, and aggressively collaborative cross-functional team dedicated to inventing new ways to improve the lives of our customers."
Then there is EEO boilerplate etc which we remove.
Thus sections: About the role? Actually we have Company Overview, The Role, What You’ll Do, A Successful Applicant Will Fit The Following Criteria, Why Join Us.
We need headings: Use
for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). But we can use any appropriate heading; they gave examples but we can use our own headings that match content. Likely we should use headings like "Company Overview", "The Role", "What You’ll Do", "Qualifications", "Why Join Us". However they said use for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). So we should map our sections to those headings where appropriate. For company overview maybe "About the role"? Actually "About the role" is a heading they suggest. Could use "About the role" for company overview? But we have separate "The Role". Might be better to use "About the role" for company overview and "The Role" maybe as a subheading? But they said do NOT repeat the job title as a heading (the page already shows it) and do NOT put Job ID / requisition numbers as headings. They didn't forbid using "The Role". However they gave examples of headings; we can use those or similar. I think we can use:
About the role
for Company Overview.
The Role
for The Role paragraph.
Responsibilities
for What You’ll Do.
Qualifications
for A Successful Applicant Will Fit The Following Criteria.
Why Join Us
for Why Join Us.
That seems appropriate.
Now we need to format content: For each section, we need to put prose in
and lists in
- . For "What You’ll Do": each bullet is a heading (Team Leadership & Development etc) followed by sentences. Should we treat each as a subheading? Not required; we can just make each bullet as
- containing the sentences. Could also include for the subheading inside
- . That's okay.
Similarly for Qualifications: each bullet as
- .
We must not include any filler like "commensurate with experience". Not present.
We must not include any boilerplate like EEO etc.
Now produce HTML fragment.
Let's craft:
About the role
Blink Health 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. BlinkRx 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. 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!
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 customers. As a Customer Service Operations Manager, 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. This is a full-time, on-site position based in our Pittsburgh (Robinson Twp.) office.
Responsibilities
- Team Leadership & Development Lead, coach, and develop a team of customer service reps and team leads — holding the bar high while investing in each person's growth. Drive a performance culture built on accountability, candid feedback, and real development — not just annual reviews. Create an environment where people do their best work, feel ownership over outcomes, and genuinely care about the patients they serve.
- Operational Management Own the day-to-day: ensure timely, high-quality resolution of customer issues across all channels (phone, email, chat) — at speed and at scale. Tackle complex, ambiguous escalations head-on with sound judgment and customer-first instincts. Build and enforce policies, processes, and SLAs that are rigorous but human — protecting the customer experience while enabling a fast-moving team. Stay ahead of capacity: monitor workload, adjust staffing, and anticipate surges before they become fires.
- Performance Monitoring & Reporting Own
for prose. Do not repeat job title as heading. Do not include Job ID etc. Remove boilerplate: EEO, equal opportunity, scam warning, application instructions, cookie/navigation/legal. Also remove duplicated lines. The posting appears to have duplicated content (the "What You’ll Do:" etc repeated after "Why Join Us"? Actually after "Why Join Us" there is a block that repeats the "What You’ll Do:" etc again (maybe due to copy error). We need to preserve substantive information but not duplicate. So we should include each unique piece once. Let's extract content: Company Overview paragraph: "Blink Health 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. BlinkRx 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. 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!" The Role paragraph: "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 Customer Service Operations Manager, 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. This is a full-time, on-site position based in our Pittsburgh (Robinson Twp.) office." What You’ll Do: bullet list items (multiple paragraphs). Let's list them: - Team Leadership & Development: Lead, coach, and develop a team of customer service reps and team leads — holding the bar high while investing in each person's growth. Drive a performance culture built on accountability, candid feedback, and real development — not just annual reviews. Create an environment where people do their best work, feel ownership over outcomes, and genuinely care about the patients they serve. - Operational Management: Own the day-to-day: ensure timely, high-quality resolution of customer issues across all channels (phone, email, chat) — at speed and at scale. Tackle complex, ambiguous escalations head-on with sound judgment and customer-first instincts. Build and enforce policies, processes, and SLAs that are rigorous but human — protecting the customer experience while enabling a fast-moving team. Stay ahead of capacity: monitor workload, adjust staffing, and anticipate surges before they become fires. - Performance Monitoring & Reporting: Own the metrics that matter — CSAT, NPS, FCR, response time, resolution time — and use them to tell a story, not just report numbers. Surface trends in customer behavior and pain points; turn those insights into action with product, engineering, and operations. Implement Quality Assurance programs that raise the floor on service quality, every week. - Process Improvement: Relentlessly question the status quo: identify friction in workflows, eliminate steps that slow agents down, and reduce customer effort at every touchpoint. Lead improvement initiatives end-to-end — design, pilot, measure, iterate. Bring the customer's voice to cross-functional teams, ensuring it shapes product decisions and business strategy. - Technology & Tools: Evaluate, implement, and optimize CRM, ticketing, and support tooling — with a bias toward automation and efficiency. Partner with engineering and vendor teams to push system enhancements that keep our support infrastructure ahead of our growth curve. Treat data integrity as non-negotiable: if the data isn't clean, the decisions aren't sound. A Successful Applicant Will Fit The Following Criteria: bullet list: - You have 5+ years of leadership experience in fast-paced, high-volume customer service or call center environments. - You have 2+ years in customer service, healthcare, pharmacy, or a related field — you understand the stakes when a patient can't get their medication. - You're a builder of teams and systems — not just a manager of tasks. - You use data instinctively: you know which metrics to watch, how to find the story in the numbers, and how to translate insights into action. - You thrive in ambiguity. When priorities shift (and they will), you recalibrate fast and keep the team grounded. - You communicate with clarity and conviction — up, down, and across the org — and you do it with respect and patience. - You have a low ego and a high standard. You'll do whatever it takes, including jumping on the phones when the team needs it. - Spanish bilingual is preferred — for supporting diverse customers and teams. - You have a bachelor's degree in Business, Communications, or equivalent real-world experience. Why Join Us: paragraph(s): "It is rare to have a company that both deeply impacts its customers and is able to provide its services across a massive population. At Blink, we have a huge impact on people when they are most vulnerable: at the intersection of their healthcare and finances. We are also the fastest growing healthcare company in the country and are driving that impact across millions of new patients every year. Our business model not only helps people, but drives economics that allow us to build a generational company. We are a relentlessly learning, constantly curious, and aggressively collaborative cross-functional team dedicated to inventing new ways to improve the lives of our customers." Then there is EEO boilerplate etc which we remove. Thus sections: About the role? Actually we have Company Overview, The Role, What You’ll Do, A Successful Applicant Will Fit The Following Criteria, Why Join Us. We need headings: Use
for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). But we can use any appropriate heading; they gave examples but we can use our own headings that match content. Likely we should use headings like "Company Overview", "The Role", "What You’ll Do", "Qualifications", "Why Join Us". However they said use for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). So we should map our sections to those headings where appropriate. For company overview maybe "About the role"? Actually "About the role" is a heading they suggest. Could use "About the role" for company overview? But we have separate "The Role". Might be better to use "About the role" for company overview and "The Role" maybe as a subheading? But they said do NOT repeat the job title as a heading (the page already shows it) and do NOT put Job ID / requisition numbers as headings. They didn't forbid using "The Role". However they gave examples of headings; we can use those or similar. I think we can use:
About the role
for Company Overview.
The Role
for The Role paragraph.
Responsibilities
for What You’ll Do.
Qualifications
for A Successful Applicant Will Fit The Following Criteria.
Why Join Us
for Why Join Us.
That seems appropriate.
Now we need to format content: For each section, we need to put prose in
About the role
for Company Overview.The Role
for The Role paragraph.Responsibilities
for What You’ll Do.Qualifications
for A Successful Applicant Will Fit The Following Criteria.Why Join Us
for Why Join Us. That seems appropriate. Now we need to format content: For each section, we need to put prose inand lists in
- . For "What You’ll Do": each bullet is a heading (Team Leadership & Development etc) followed by sentences. Should we treat each as a subheading? Not required; we can just make each bullet as
- containing the sentences. Could also include for the subheading inside
- . That's okay. Similarly for Qualifications: each bullet as
- . We must not include any filler like "commensurate with experience". Not present. We must not include any boilerplate like EEO etc. Now produce HTML fragment. Let's craft:
About the role
Blink Health 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. BlinkRx 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. 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!
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 customers. As a Customer Service Operations Manager, 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. This is a full-time, on-site position based in our Pittsburgh (Robinson Twp.) office.
Responsibilities
- Team Leadership & Development Lead, coach, and develop a team of customer service reps and team leads — holding the bar high while investing in each person's growth. Drive a performance culture built on accountability, candid feedback, and real development — not just annual reviews. Create an environment where people do their best work, feel ownership over outcomes, and genuinely care about the patients they serve.
- Operational Management Own the day-to-day: ensure timely, high-quality resolution of customer issues across all channels (phone, email, chat) — at speed and at scale. Tackle complex, ambiguous escalations head-on with sound judgment and customer-first instincts. Build and enforce policies, processes, and SLAs that are rigorous but human — protecting the customer experience while enabling a fast-moving team. Stay ahead of capacity: monitor workload, adjust staffing, and anticipate surges before they become fires.
- Performance Monitoring & Reporting Own