Senior Manager, Customer Service Outsourcing

The role

This leader will manage external partner relationships and drive performance excellence. You will collaborate with internal teams to impact the patient experience through BPO management and strategic network planning.

What you will do

• Own day-to-day and strategic management of BPO partnerships
• Manage relationships and alignment with key internal stakeholders
• Define long-term network strategy including partner selection and capacity planning
• Review and drive execution of vendor contracts regarding pricing, SLAs, and rebates
• Negotiate high-impact agreements and contract amendments
• Benchmark and facilitate best practices across the partner network
• Analyze and monitor compliance through structured reporting
• Identify root causes of operational inefficiencies and drive improvements
• Triage partner issues and own resolution end-to-end
• Optimize internal processes, playbooks, and tools for vendor oversight

Required qualifications

• Bachelor's degree or equivalent working experience
• 7+ years of experience as Partner Manager for Outsourced Customer Service or within a BPO organization
• Demonstrated expertise in BPO account management, contact center KPIs, and vendor performance frameworks
• Excellent stakeholder management and relationship-building abilities
• Strong written and verbal communication skills
• Skilled at negotiating high-impact agreements in fast-paced, high-growth environments
• Proven ability to navigate ambiguous situations and drive resolution
• Experience managing complex, cross-functional initiatives
• Strong analytical skills
• Ability to thrive in a fast-paced, dynamic environment and navigate ambiguity
• Ability to travel as needed up to 50% of the time

Nice to have

• Experience in the healthcare industry

About the company

Blink Health is a healthcare technology company that builds products to make prescriptions accessible and affordable. Their products include BlinkRx and Quick Save.