Director, Operations Analytics & Workforce Strategy

<div class="content-intro"><p><strong>Company Overview:<br><br></strong><a href="https://www.blinkhealth.com/">Blink Health </a>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. <br><br><a href="https://www.blinkhealth.com/blinkrx">BlinkRx </a>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. <br><br>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!</p></div><h2><strong>The Opportunity</strong></h2> <p>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.</p> <p>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.</p> <h2><strong>Responsibilities</strong></h2> <p><strong>Strategic Planning & Decision Analytics</strong></p> <ul> <li>Define workforce strategy, staffing models, and capacity plans that support growth, balancing cost, quality, and patient experience.</li> <li>Lead strategic analyses that turn ambiguous questions (staffing tradeoffs, site selection, build vs. buy) into clear, actionable recommendations.</li> <li>Model the headcount and budget implications of operational decisions, including scenario and sensitivity analysis.</li> <li>Synthesize complex analysis and recommendations/tradeoffs for executive-level stakeholders –  simplifying the numbers and logic to drive decision-making. </li> </ul> <p><strong>Workforce Management & Real-Time Operations</strong></p> <ul> <li>Oversee demand forecasting and scheduling to meet service needs, continuously improving accuracy and efficiency.</li> <li>Build and lead Blink’s command center capability: real-time monitoring, intraday decision-making, and cross-functional coordination to respond quickly to demand swings.</li> <li>Set planning standards and performance expectations with outsourced partners.</li> </ul> <p><strong>Operational Performance & Insights</strong></p> <ul> <li>Define core metrics and KPIs, and build dashboards and reporting that give leadership visibility and understanding of performance.</li> <li>Monitor key metrics (SLA, utilization, attrition, patient satisfaction) to surface trends and proactively drive deep-dive analyses to understand root causes/drivers.</li> <li>Identify bottlenecks and root causes, quantify the impact of improvements, and collaborate with Operations to drive the changes that deliver them.</li> </ul> <p><strong>Leadership & Collaboration</strong></p> <ul> <li>Hire, develop, and lead a high-performing team across varying levels, including a new Manager to oversee Real-Time Analysts (RTAs).</li> <li>Partner with Operations, Product & Engineering, Data, Finance, and HR to align plans, budgets, and tools.</li> <li>Partner with Product & Engineering to develop capabilities that automate and scale and workforce management and reporting processes.</li> </ul> <p><strong>Qualifications</strong></p> <ul> <li>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.</li> <li>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.</li> <li>Exceptional analytical and structured problem-solving skills, with a track record of turning complex data into decisions and measurable operational improvement.</li> <li>Strong proficiency in SQL and at least one BI tool (Tableau, Looker, Power BI, or similar).</li> <li>Proven ability to build financial and operational models in Excel or Python/R, including scenario and sensitivity analysis.</li> <li>Experience building, leading, and developing high-