Senior Manager Knowledge Management & Communication

Job Description

Company Overview:

Blink Health is the fastest growing healthcare technology company that builds products to make prescriptions accessible and affordable to everybody.  Our two primary products – BlinkRx and Quick Save – remove traditional roadblocks within the current prescription supply chain, resulting in better access to critical medications and improved health outcomes for patients.

BlinkRx is the world’s first pharma-to-patient cloud that offers a digital concierge service for patients who are prescribed branded medications. Patients benefit from transparent low prices, free home delivery, and world-class support on this first-of-its-kind centralized platform. With BlinkRx, never again will a patient show up at the pharmacy only to discover that they can’t afford their medication, their doctor needs to fill out a form for them, or the pharmacy doesn’t have the medication in stock.

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!

Open to remote candidates as well as local candidates in New York, Pittsburgh, or St. Louis

The Role: The Patient Services Operations team is at the forefront of our mission to deliver affordable, world-class experiences for every customer. As Senior Manager, Knowledge Management (KM) & Communications, you will own the strategy, architecture, and execution of how information is created, maintained, and delivered across Patient Services — at scale. This is not a traditional KM role. We are looking for a forward-thinking leader who treats knowledge infrastructure as a product, with Artificial Intelligence (AI) and automation at its core. You will drive the evolution of how frontline teams access and apply information — moving from static documentation toward intelligent, dynamic knowledge systems that surface the right information at the right moment. In a highly regulated healthcare environment, you will ensure teams are equipped with clear, compliant, and current knowledge while leading internal communications that drive change, alignment, and continuous improvement.

What You’ll Do:

Knowledge Management Strategy & AI Innovation

• Define and own the long-term vision for a modern, AI-enabled knowledge management ecosystem across Patient Services
• Lead the evaluation, implementation, and governance of AI-powered knowledge tools — including Large Language Model (LLM)-assisted content generation, intelligent search, and automated content freshness workflows
• Build a knowledge infrastructure that proactively surfaces relevant information to frontline agents in real time, reducing handle time and improving accuracy
• Partner with Product and Technology teams to integrate knowledge systems into agent-facing tools, chatbots, and customer-facing self-service experiences
• Continuously assess the emerging AI/ML landscape for opportunities to improve content creation, retrieval, personalization, and compliance monitoring

Content Development & Editorial Leadership

• Set and uphold a high editorial bar for all knowledge content — Standard Operating Procedures (SOPs), communications, training materials, and compliance documentation — ensuring content is clear, accurate, empathetic, and user-focused
• Lead a team of content developers and knowledge specialists, setting clear goals, coaching for growth, and building a culture of quality and ownership
• Own the full content lifecycle: creation, review, approval, publication, versioning, and retirement
• Develop scalable frameworks and governance models for content consistency across business units and geographies

Internal Communications

• Oversee all internal communications to Patient Services teams, including operational changes, policy updates, product launches, and leadership messaging
• Design communication strategies that drive comprehension, adoption, and alignment at scale across a distributed frontline workforce
• Measure communication effectiveness and iterate based on data and team feedback

Cross-Functional Execution & Program Management

• Lead knowledge and communications workstreams for new client and product launches — from requirements gathering through go-live and post-launch optimization
• Partner closely with Operations, Compliance, Legal, Training, Product, and Technology to ensure knowledge content meets regulatory standards and operational realities
• Define, track, and report on team Key Performance Indicators (KPIs) — content accuracy rates, time-to-publish, agent utilization, self-service deflection, and others — to drive continuous improvement
• Build scalable mechanisms to ensure global consistency and quality as the business grows

A successful applicant will fit the following criteria:

• Bachelor’s degree or equivalent experience
• 7+ years of experience in knowledge management, content strategy, or related fields, with at least 3+ years managing and developing people
• Demonstrated experience leading AI or technology-forward initiatives in a knowledge, content, or operations context — including hands-on work with LLM tools, AI-assisted authoring, or intelligent search platforms
• Proven track record owning KM strategy, governance, and content lifecycle for large-scale frontline or customer service operations
• Strong editorial and written communication skills, with experience leading internal communications through complex operational or policy change
• Experience operating in regulated industries (healthcare, pharmacy, insurance, or similar), with a rigorous focus on accuracy and compliance
• Comfort working with data — defining KPIs, analyzing content performance, and translating insights into actionable improvements
• Experience with enterprise KM platforms, CMS tools, or contact center knowledge bases (e.g., Guru, Confluence, Salesforce Knowledge, or similar)
• A builder’s mindset: you see knowledge infrastructure as a product, not a filing system, and you’re energized by the opportunity to modernize how teams work

Onsite & Hybrid Work Requirements (Mandatory):

• Open to remote candidates as well as local candidates in New York, Pittsburgh, or St. Louis
• Remote candidates: Regular onsite travel is required. During the first 60 days, travel onsite twice per month for four consecutive days (Mon–Thu). After 60 days, travel onsite once per month for four consecutive days (Mon–Thu)
• Local candidates: Hybrid schedule with a minimum of three (3) days per week in office

Why Join Us:

It is rare to have a company that both deeply impacts its customers and is able to provide its services across a massive population.  At Blink, we have a huge impact on people when they are most vulnerable: at the intersection of their healthcare and finances. We are also the fastest growing healthcare company in the country and are driving that impact across millions of new patients every year.  Our business model not only helps people, but drives economics that allow us to build a generational company. 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 are an equal opportunity employer and value diversity of all kinds. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Applicants who provide their phone number and consent to receive text messages may receive SMS or MMS updates from Blink Health regarding their application.