Senior Manager, Tools & Systems
Job Summary
Job Description
- 5+ years of experience with third-party technology in Support operations
- Ability to use data to drive decision-making and measure impact
- Deep understanding and experience as an administrator of specific platforms
- Strong problem-solving skills
- Excellent verbal and written communication skills
- Systems thinker and champion of technology
- Ability to travel 25% of the time
- Experience building a Support operations team at a tech company
- Experience owning and managing a third-party tech stack and managing vendors
- Experience running a successful Support automation program
3 skills required
Job Details
Company Overview:
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!
New York City / Pittsburgh
Company Overview:
Blink Health is a healthcare technology company on a mission to make prescription drugs more
accessible and affordable for everyone. We are scaling up in a highly complex vertical to
change the way Americans access the prescription drugs they need.
Our proprietary platform and supply chain allow us to offer everyone — whether they have
insurance or not — amazingly inexpensive prices on over 15,000 medications. With the
addition of telemedicine and home delivery for prescriptions, Blink is providing a life-changing
experience for people all over the country and fixing how opaque, unfair, and overpriced
healthcare has become. We are a highly collaborative team of builders and operators who
invent new ways of working in an industry that historically has resisted innovation.
The Role: (Senior) Manager, Tools & Systems (Operations)
We are looking for a talented individual to join our Operations team as a Senior Manager,
Tools & Systems, responsible for the strategy, configuration, and day-to-day administration of
the external systems we leverage within our Patient Services teams. As part of our
Operational Excellence team, you will be responsible for driving strategic initiatives and
processes that enable our front-line agents to deliver a best-in-class experience for our
patients and customers. The right candidate will be able to collaborate with Product to
formulate and execute on a vision for how the org can effectively leverage technology in
service of this mission.
Responsibilities:
● Collaborate with Product to define the strategic roadmap and drive implementation for
our Support operations tech stack across all channels
● Own the configuration design and day-to-day administration of our systems. Develop
and run a process that allows you to field tech requests from the Ops org while also
delivering on strategic objectives
● Act as the primary Operations owner of our Support automation efforts, working closely
with Product and Engineering to unblock use cases and drive our automation rate
● Own the relationships with our software vendors, including participating in vendor
selection processes and serving as a day-to-day point of contact for vendors
● Develop and maintain systems documentation, including SOPs, schemas, and
requirements documents
● Understand the company’s big-picture strategy, and use data to identify opportunities
and implement measurable changes in quality and efficiency
● Experience: 5+ years of experience designing and implementing solutions with
third-party technology in Support operations (experience at a high-growth company
preferred); Bachelor’s degree in a related field
● Data-Driven: Effectively use data to drive decision-making and measure impact, with an
ability to self-source data for ad-hoc analysis using BI tools and SQL
● Systems Knowledge: Deep understanding and experience as an administrator of
Amazon Connect, LivePerson, Zendesk, Assembled and/or other similar platforms
● Problem Solving: Strong problem solving skills, especially when working with ambiguous
information and implementing solutions cross-functionally
● Communication: Excellent verbal and written communication skills, with the ability to
present technical concepts and data succinctly to wide audiences
● Process Excellence: Systems thinker and natural champion of technology with a
penchant for continuous improvement
● Ability to travel 25% of the time
You’ll be an even stronger candidate if:
● You’ve played an integral part in building a Support operations team at a tech company,
with experience owning and managing a third-party tech stack and managing vendors
● You’ve run a successful Support automation program at another company
Why Join Us:
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.
We are an equal opportunity employer and value diversity of all kinds. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
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