Director, Operations Analytics & Workforce Strategy

Blink Health is a healthcare technology company that builds products to make prescriptions accessible and affordable. The Patient Services Operations team is at the center of Blink's mission to deliver exceptional patient experiences at scale. As Director of Operations Analytics & Workforce Strategy, you will turn data into decisions: determining how many people we need, how they're deployed, and how we measure and improve performance across our contact center and pharmacy operations, including outsourced partners. The role requires a sharp, analytical leader who can cut through complexity, find the signal in the data, and turn it into clear recommendations that leadership can act on.

Responsibilities

Define workforce strategy, staffing models, and capacity plans that support growth, balancing cost, quality, and patient experience; Lead strategic analyses that turn ambiguous questions (staffing tradeoffs, site selection, build vs. buy) into clear, actionable recommendations; Model the headcount and budget implications of operational decisions, including scenario and sensitivity analysis; Synthesize complex analysis and recommendations/tradeoffs for executive-level stakeholders; Oversee demand forecasting and scheduling to meet service needs, continuously improving accuracy and efficiency; Build and lead Blink's command center capability: real-time monitoring, intraday decision-making, and cross-functional coordination; Set planning standards and performance expectations with outsourced partners; Define core metrics and KPIs, and build dashboards and reporting that give leadership visibility into performance; Monitor key metrics (SLA, utilization, attrition, patient satisfaction) and drive deep-dive analyses into root causes; Identify bottlenecks and root causes, quantify the impact of improvements, and collaborate with Operations to drive changes; Hire, develop, and lead a high-performing team, including a new Manager to oversee Real-Time Analysts (RTAs); Partner with Operations, Product & Engineering, Data, Finance, and HR to align plans, budgets, and tools; Partner with Product & Engineering to develop capabilities that automate and scale workforce management and reporting processes

Requirements

10+ years of experience in analytics, operations strategy, consulting, business operations, or workforce management; 4+ years leading teams (ideally including managers); Bachelor's degree in Business, Operations, Engineering, Mathematics, or a related field; Experience in a high-volume operational environment (contact center, healthcare, logistics, or similar); Familiarity with capacity planning, forecasting, or staffing concepts; Exceptional analytical and structured problem-solving skills; Strong proficiency in SQL and at least one BI tool (Tableau, Looker, Power BI, or similar); Proven ability to build financial and operational models in Excel or Python/R, including scenario and sensitivity analysis; Experience building, leading, and developing high-performing teams and organizational capabilities in fast-paced environments; Excellent verbal and written communication skills; Thrives in dynamic, high-growth environments, navigating ambiguity while maintaining focus on results; Motivated by Blink's mission and improving patient outcomes through operational excellence