Customer Service Operations Manager (Healthcare)

Location: Full-time, on-site position based in the Pittsburgh (Robinson Twp.) office

Company

hirify.global is a healthcare technology company building products that make prescriptions more accessible and affordable, including BlinkRx and Quick Save.

What you will do

• Lead, coach, and develop customer service representatives and team leads.
• Manage daily customer support operations across phone, email, and chat, including complex escalations.
• Establish policies, processes, service-level agreements, staffing plans, and capacity management practices.
• Track CSAT, NPS, FCR, response time, and resolution time, turning performance data into operational improvements.
• Design and lead quality assurance and process improvement initiatives from pilot through measurement and iteration.
• Evaluate and optimize CRM, ticketing, automation, and support tools in partnership with product, engineering, pharmacy, and business teams.

Requirements

• 5+ years of leadership experience in fast-paced, high-volume customer service or call center environments.
• 2+ years of experience in customer service, healthcare, pharmacy, or a related field.
• Experience building teams and operational systems, using metrics to identify trends and drive action.
• Strong communication, judgment, adaptability, and willingness to support frontline operations when needed.
• Bachelor's degree in Business, Communications, or equivalent real-world experience.

Nice to have

• Spanish bilingual ability for supporting diverse customers and teams.

Culture & Benefits

• Work in a collaborative, cross-functional healthcare technology environment.
• Contribute to products serving millions of patients at the intersection of healthcare and affordability.
• Operate in a fast-growing organization focused on continuous learning, curiosity, and operational innovation.
• Workplace committed to equal opportunity and diversity.