Trusted with category-defining programs: Our technology powers a leading pharmaceutical manufacturer’s direct-to-patient platform for its GLP-1 portfolio, providing the infrastructure to expand patient access as demand for these therapies grows.
We are a dynamic team of technologists and industry experts seeking to build a generational company that delivers a genuine step change in American health.
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.
Why Join Us
It is rare to have a company that both deeply impacts its customers and is able to provide its services across a massive population. At Blink, we have a huge impact on people when they are most vulnerable: at the intersection of their healthcare and finances. We are also the fastest growing healthcare company in the country and are driving that impact across millions of new patients every year. Our business model not only helps people, but drives economics that allow us to build a generational company. We are a relentlessly learning, constantly curious, and aggressively collaborative cross-functional team dedicated to inventing new ways to improve the lives of our customers.
We are an equal opportunity employer and value diversity of all kinds. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
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