This role is based in Pittsburgh, PA (Robinson Township); candidates must reside locally or be willing to relocate.

The Opportunity

The Patient Services Operations team is at the forefront of the company mission to bring affordable prices and deliver the best experience for all of our patients. The Senior Manager, Pharmacy Partner Fulfillment is responsible for hiring, leading, and developing a high-performing production workforce tasked with navigating complex pharmacy workflows and resolving critical customer escalations. Own end-to-end operational delivery across various workstreams by building bench strength, optimizing systems, and championing superior patient outcomes. Collaborate with cross-functional partners to drive a culture of accountability that balances service excellence, operational efficiency, and regulatory compliance within a dynamic startup landscape.

Responsibilities

Operations & Performance

• Manage pharmacy and patient service workflows to SLAs, quality standards, and productivity targets
• Oversee end-to-end order fulfillment and shipping operations, including escalation resolution, reshipments, and external pharmacy partner coordination
• Monitor daily shipment pipelines and quality reports to ensure on-time delivery, order accuracy, and proactive resolution of fulfillment blockers
• Use data and KPIs to identify trends, address gaps, and keep leadership informed on operational health

People Leadership

• Directly manage supervisors and specialists across two teams; develop talent through coaching, feedback, and structured performance management
• Build a pipeline of future leaders through succession planning and intentional development

Escalations & Patient Experience

• Lead resolution of complex patient, customer, and cross-functional escalations, including shipping, billing, clinical, and inventory inquiries
• Drive root cause analysis to reduce repeat issues and reinforce a patient-first culture
• Leverage patient survey data and feedback trends to develop action plans that improve satisfaction and pharmacy outcomes

Quality Assurance & Compliance

• Manage identification, documentation, and resolution of patient and pharmacy-reported incidents per regulatory and internal requirements
• Oversee ADE review, documentation, and submission processes, including FDA reporting, client-specific compliance requirements, CAPAs, and escalations
• Ensure team operations align with state, federal, and corporate compliance requirements

Process Improvement

• Identify workflow inefficiencies across logistics, quality, and service operations and implement practical, scalable solutions
• Build and maintain SOPs and training materials that support consistency, compliance, and team readiness

Cross-Functional Collaboration

• Partner with Quality, Training, Compliance, IT, WFM, Network Supply Chain, and Client Services to solve problems and align on priorities
• Act as intermediary between internal teams and external pharmacy shipping partners to ensure smooth operations
• Represent operations in meetings, projects, and leadership updates

A successful applicant will fit the following criteria:

• Experience: 5+ years of managerial experience scaling operations/production in a start-up and/or high-volume/growth company (healthcare tech, and/or pharmacy experience preferred); Bachelor’s degree in Business Administration, Operations Management, or a related field.
• Team Management: Demonstrated success leading and developing high-performing hourly teams through hiring, coaching, and performance management.
• Operational Management: Experience owning and presenting SLAs, KPIs, key metrics, and operational reporting.
• Problem Solving: Exceptional problem-solving skills and demonstrated experience delivering results using operational excellence best practice methodologies (Lean/Six Sigma certification preferred).
• Detail-Oriented: Strong attention to detail – quickly become an expert in new areas, ask the right questions, and connect dots to ensure operational excellence.
• Data-Driven: Strong analytical mindset with experience using data to drive decisions and accountability. Ability to drive establishment and monitoring of key metrics, and comfortable analyzing data to identify trends and issues; Comfortable using data analysis tools and BI platforms (e.g., Excel, SQL, Tableau) is preferred.
• Collaborative Mindset: Proven ability to work cross-functionally, especially with growth, product and technology teams to deliver results; influencing, collaborating and creating consensus with various stakeholders.
• Communication Skills: Solid 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 leading teams to deliver and improve patient outcomes.

What success looks like in the role:

• Partner Pharmacy Coordination SLAs are consistently met as volume and complexity grow.
• The team is engaged, productive, and developing toward higher levels of responsibility.
• Operational decisions are data-driven, proactive, and transparent.
• Product and technology improvements meaningfully reduce friction and improve throughput.
• PA operations scale smoothly without sacrificing quality, compliance, or employee experience.