Senior Manager/Director, Strategic Operations (Operational Excellence)

The Opportunity:

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. This position is a senior leadership role on our Operational Excellence team, responsible for driving operational efficiency, strategic initiatives, and process improvement across the organization. You will collaborate with cross-functional teams to identify opportunities for optimization, implement solutions, and align operations with the company's strategic goals. The ideal candidate is a dynamic leader with a proven track record of executing high-impact operational strategies, fostering a culture of continuous improvement, and delivering measurable business results.

You will be responsible for:

• Strategic Planning & Project Execution: Develop and execute operational strategies aligned with the company’s overall vision and objectives; Lead various strategic 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. 
• Problem Solving: Proactively identify opportunities to address issues, improve processes, or implement strategic initiatives related to Patient Services. Develop and implement comprehensive solutions across people, process, and technology in support of our company’s strategic objectives.
• Analytics & Reporting: Use data to drive decision-making through identifying trends, bottlenecks in operational workflows, and recommending/scoping impact of solutions. Create, monitor, and refine dashboards (collaborating with 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.

A successful applicant will fit the following criteria:

• Location: Pittsburgh; potential for remote with 25-50% 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).
• 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.
• 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 preferred.
• 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.