Director, Operations Analytics & Workforce Strategy

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.