Senior Manager, Customer Service Outsourcing

Location: New York

About Blink Rx:

Blink Rx is rebuilding how Americans access life-changing medicines. Today, only one in five prescriptions for new branded therapies are ever filled. The problem isn't the medicine. It's insurance barriers, affordability challenges, fragmented pharmacy experiences, and inadequate support that keep patients from starting and staying on treatment. Our mission is to change that.

We built RxOS, the first AI-powered prescription operating system. RxOS connects the largest network of doctors, patients, pharmacies, payers, and pharmaceutical manufacturers, intelligently orchestrating every step to guarantee a seamless prescription journey for every script.

Our teams solve complex, high-stakes problems at the intersection of artificial intelligence, healthcare operations, logistics, payments, and regulation. The impact is transformative:
Blink Rx more than doubles the rate at which patients take their medications and lowers their out-of-pocket expenses by hundreds of dollars every month.

Blink Rx created and leads a rapidly growing $80+ billion category, with exceptional momentum:

Built for scale:
Over the past decade, we have invested nearly $1 billion in building the technology and operational platform required to serve patients ven growth and economics:
We have grown 100% annually for the past five years, are profitable, and support more than 60 pharmaceutical brands.

Trusted with category-defining programs:
Our technology powers a leading pharmaceutical manufacturer’s direct-to-patient platform for its GLP-1 portfolio, providing the infrastructure to expand patient access as demand for these therapies grows.

We are a dynamic team of technologists and industry experts seeking to build a generational company that delivers a genuine step change in American health.

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 patients. We are seeking an experienced partner management leader to join our team. This leader will manage external partner relationships, drive performance excellence and innovation, and collaborate with other Blink teams to positively impact the patient experience.

The ideal candidate brings deep experience in Business Process Outsourcing (BPO) account management, contact center key performance indicators (KPIs), and cross functional stakeholder influence, with the ability to operate strategically while executing in a fast-paced, high growth  Expectations: 4 days per week for candidates located near an office.

What you’ll do:

Own the day-to-day and strategic management of BPO partnerships, serving as the primary point of contact and accountability for partner performance and relationship health.

Manage relationships and alignment with key internal stakeholders across the organization, influencing priorities and business and/or technology direction to support partner success.

Play a key role in defining the long-term network strategy, including partner selection, tiering, and capacity planning.

Review and drive execution of vendor contracts with a focus on commercial terms: pricing, payment terms, volume commitments, SLAs, rebates, and penalties; liaise with Legal in the execution and renewal of agreements.

Negotiate high-impact agreements and contract amendments in fast-paced, high-growth environments, balancing speed with commercial rigor.

Benchmark and facilitate best practices across the partner network; analyze and monitor compliance, and drive improvements through structured reporting and recommendations.

Deep dive into operational inefficiencies; identify root causes and drive improvement through scalable mechanisms and corrective action plans.

Triage…