Manager, IVR and Platforms

Blink Health is a digital health company dedicated to making prescription medications affordable and accessible for everybody. The patient experience is at the heart of everything we do. We are the world’s first cloud-based, pharma-to-patient platform that dramatically improves affordability, transparency, convenience and accessibility to prescription medications. Blink Health’s proprietary technologies (BlinkRx and Quick Save) offer a dramatically more efficient prescription delivery system that enables patients to receive their medications at the lowest possible price. We are a highly collaborative team of builders and operators who invent new ways of working in an industry that historically has resisted innovation. Join us! Responsibilities: Drive the strategy, design, and implementation of our contact center platform workflows – including IVR and contact flows, call ticketing, chat, and email. Continually analyze and explore opportunities to drive efficiencies and automation; develop and iterate on platforms roadmap to meet or exceed business goals. Work closely with Product, Engineering/IT, and Operations leads to define, prioritize, and execute on the platforms roadmap. Take ownership of your platforms by defining capabilities (present and future), understanding how these capabilities advance the enterprise business strategy and objectives. Accountable for platform vendors, including serving as point of contact with vendor for day-to-day management, contract renewals, and customer support needs Develop and maintain platforms documentation, including SOPs, schemas, and requirements documents. Implement ad hoc changes to platforms and manage backlog, working with all departments to ensure that they have what they need to be successful. Collaborate with Product and Engineering teams in an agile environment See the big picture and connect how your work ties to broader business goals versus working in isolation. Requirements: Bachelor’s or Masters in technology or quantitative field 3+ years of experience with IVR and related technologies in a call center environment Experience with Amazon Connect, LivePerson, Zendesk, and/or other similar platforms Experience with self-sourcing data through Tableau, PowerBI, or other related programs Highly analytical; ability to identify trends and tell a story with data Strong problem solving skills, especially when working with ambiguous information Attention to detail with a knack for precision and organization Clear communicator; able to present technical information succinctly to wide audiences. Why join us: At Blink, we put humans first. We want everyone at Blink to be able to do the best work of their lives. We are a relentlessly learning, constantly curious and aggressively collaborative cross-functional team dedicated to inventing new ways to improve the lives of our customers. We care about the future of healthcare and are looking for people who share our passion.