10+ years in analytics, operations strategy, consulting, or workforce management, with 4+ years in leadership roles.
Experience in high-volume operational settings like contact centers or healthcare, with knowledge of capacity planning and forecasting.
Exceptional analytical skills with a proven ability to convert complex data into actionable decisions.
Strong proficiency in SQL and experience with BI tools such as Tableau or Power BI.
Ability to build financial and operational models using Excel or Python/R, including scenario analysis.
Experience in developing and leading high-performing teams in fast-paced environments.
Excellent communication skills to convey complex analyses to diverse stakeholders.
Ability to thrive in dynamic environments, focusing on results and patient outcomes.
Responsibilities
Define workforce strategy and capacity plans to support growth while balancing cost and quality.
Lead strategic analyses to provide actionable recommendations on staffing and operational decisions.
Model headcount and budget implications of operational choices through scenario analysis.
Synthesize complex data into clear insights for executive stakeholders to facilitate decision-making.
Oversee demand forecasting and scheduling to enhance service efficiency.
Build and manage a command center for real-time operations and cross-functional coordination.
Establish core metrics and KPIs, creating dashboards for leadership visibility on performance.
Monitor key metrics to identify trends and drive deep-dive analyses for operational improvements.
Benefits
Opportunity to lead a high-impact team focused on improving patient experiences.
Collaborative work environment with cross-functional partnerships.
Access to advanced analytics tools and technologies.
Professional development opportunities in a fast-paced, growth-oriented company.
Full Job Description
The Opportunity
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.
We're looking for a sharp, analytical leader who can cut through complexity. You'll take ambiguous, high-stakes questions, find the signal in the data, and turn it into clear recommendations that leadership can act on. Moving between executive planning and hands-on execution, you'll partner closely with Operations, Product & Engineering, Data, Finance, and HR to make sure the right people, processes, and planning mechanisms are in place to support growth without compromising patient experience. Responsibilities
Strategic Planning & Decision Analytics
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 - simplifying the numbers and logic to drive decision-making.
Workforce Management & Real-Time Operations
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 to respond quickly to demand swings.
Set planning standards and performance expectations with outsourced partners.
Operational Performance & Insights
Define core metrics and KPIs, and build dashboards and reporting that give leadership visibility and understanding of performance.
Monitor key metrics (SLA, utilization, attrition, patient satisfaction) to surface trends and proactively drive deep-dive analyses to understand root causes/drivers.
Identify bottlenecks and root causes, quantify the impact of improvements, and collaborate with Operations to drive the changes that deliver them.
Leadership & Collaboration
Hire, develop, and lead a high-performing team across varying levels, 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 and workforce management and reporting processes.
Qualifications
10+ years of experience in analytics, operations strategy, consulting, business operations, or workforce management, with 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), with enough familiarity with capacity planning, forecasting, or staffing concepts to lead the function and learn the rest quickly.
Exceptional analytical and structured problem-solving skills, with a track record of turning complex data into decisions and measurable operational improvement.
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, with the ability to translate complex analyses into clear recommendations and influence stakeholders at all levels of the organization.
Thrives in dynamic, high-growth environments, effectively navigating ambiguity while maintaining focus on results; motivated by Blink's mission and improving patient outcomes through operational excellence.
About Blink Health
Blink Health is a healthcare technology company that provides a platform for consumers to access prescription drugs at lower prices. The company was founded in 2014 by Geoffrey Chaiken and Matthew Chaiken and is headquartered in New York, New York. Blink Health partners with pharmacies and drug manufacturers to negotiate lower prices for prescription drugs and passes the savings on to consumers. The company's platform allows consumers to search for and purchase prescription drugs online and pick them up at a local pharmacy. Blink Health is available in all 50 states and has partnerships with over 35,000 pharmacies nationwide.
