Director, Operations Analytics & Workforce Strategy

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!

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.

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