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 Call Center 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:

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:

We want someone who runs toward hard things. You'll thrive here if:

• 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.