The Role - Senior Program Manager (Patient Services Operations)

The Patient Services Operations (PSO) team is central to Blink's ability to deliver affordable medications and a best-in-class patient experience at scale. As the business grows in client complexity, product surface area, and operational volume, disciplined cross-functional execution is increasingly critical. The Program Management function within PSO ensures high-impact initiatives translate into operationally sound, scalable execution. The team drives structured planning, stakeholder alignment, risk management, and governance across client onboarding, product launches, go-to-market initiatives, and scaling efforts. Program Management serves as the connective tissue across Operations, Product, Engineering, Growth, and other internal partners-ensuring strategic priorities are delivered with clarity, accountability, and operational rigor.

The Senior Program Manager, Patient Services Operations will lead complex, cross-functional initiatives end-to-end, serving as the single-threaded owner for operational readiness and execution. This role ensures launches are delivered on time, stakeholders remain aligned, risks are proactively mitigated, and durable operational frameworks are built to support scale. Success in this role requires a seasoned, hands-on execution leader with strong systems thinking-able to create clarity in ambiguity, connect cross-functional interdependencies, anticipate downstream impacts, and drive alignment without authority while embedding repeatable program management standards across PSO and partner teams.

This will be an on-site position based within our Pittsburgh, PA office.
What You'll Do
Client Onboarding & Launch Leadership

• Serve as the primary PSO lead for end-to-end client onboarding, driving operational readiness and execution in partnership with Growth, Product, Engineering, Operations, corporate, and other technical functions from definition through go-live and stabilization.
• Define scope, timelines, dependencies, project execution plans for streamlined and coordinated delivery.
• Ensure full operational readiness across workflows, product solutions, training, and operational capacity.
• Drive structured post-launch stabilization and transition to steady-state ownership.

Product & Operational Readiness

• Partner with Product and Engineering to prepare PSO for new feature launches and roadmap initiatives.
• Translate product requirements into clear operational action plans.
• Align stakeholders early to close context gaps and minimize downstream risk.
• Drive structured change management to ensure adoption and sustained operational performance.

Program Governance & Execution Discipline

• Build and manage detailed project plans across multiple concurrent workstreams.
• Capture key insights and action items from Ops WBRs (Weekly Business Reviews), and drive coordinated cross-functional follow-through.
• Proactively identify risks and dependencies that could impact delivery or business outcomes.
• Develop executive-ready reporting that provides visibility into progress, tradeoffs, and business impact.
• Partner with leadership to establish and maintain strong governance frameworks (status reporting, risk and issue management, escalation pathways, change control).

Escalation Ownership & Systemic Issue Resolution

• Serve as the central owner for operations-related client/field escalations.
• Conduct root cause analysis and drive durable cross-functional remediation.
• Identify and analyze recurring issues through a systems lens to address root causes, not symptoms, and drive durable cross-functional fixes.

Scaling & Continuous Improvement

• Identify systemic bottlenecks across onboarding and launch workflows, and design cross-functional process improvements that improve cost, speed, reliability, and scalability.
• Standardize and scale launch and delivery best practices to support increasing volume and complexity.
• Identify structural impediments to scale and partner with leadership to prioritize, design, and operationalize solutions.
• Continuously enhance program management frameworks within PSO to improve speed, quality, and predictability of delivery.

Must-Have Qualifications

• Bachelor's degree or equivalent professional experience.
• Healthcare or pharmacy industry experience strongly preferred.
• 6+ years of experience in program management, project management, operations, product operations, or related roles in fast-paced, high-growth environments.
• Proven track record leading multiple concurrent, complex cross-functional initiatives end-to-end, managing interdependent workstreams, stakeholders, and deliverables (e.g., client onboarding, product launches, operational scaling).
• Hands-on experience working at the intersection of Operations, Product, Engineering, Growth/Sales, Data, and Knowledge Management.
• Technical fluency bridging business and engineering teams to define requirements, shape solutions, and inform roadmaps; comfortable using data and strategic context to guide prioritization and tradeoffs.
• Strong systems-thinking capability with the ability to connect cross-functional inputs, anticipate downstream impacts, and design scalable processes.
• Demonstrated ability to create clarity from ambiguity and drive alignment and execution without direct authority in matrixed organizations.
• Proven experience managing escalations, conducting root cause analysis, and leading structured cross-functional remediation.
• Structured, data-driven problem solver with high operational rigor, clear goal-setting, proactive risk management, and a bias for action.
• Highly organized and adaptable, able to manage shifting priorities without losing execution momentum.
• Excellent stakeholder management and relationship-building skills, with clear and concise written and verbal communication, including executive-level audiences.

Preferred Qualifications

• Experience scaling onboarding or operational frameworks in a live production environment.
• Track record of improving speed, cost, or quality through structured process design.
• Familiarity with lean or continuous improvement methodologies.