Director, Operations Analytics & Workforce Strategy

Blink Health • St. Louis, MO

6h

About The Position

The Director, Operations Analytics & Workforce Strategy will support Blink Health’s Patient Services Operations team by turning data into decisions about workforce needs, deployment, and performance improvement across contact center and pharmacy operations, including outsourced partners. The role combines executive-level planning with hands-on execution and partners closely with Operations, Product & Engineering, Data, Finance, and HR to ensure that staffing, processes, and planning mechanisms support growth while maintaining patient experience.

The Director will define workforce strategy, staffing models, and capacity plans; lead analyses and financial modeling to guide operational decisions; oversee forecasting, scheduling, and real-time operations; and establish performance metrics and reporting. The role also builds Blink’s command center capability and leads a high-performing team, including a new Manager overseeing Real-Time Analysts.

Requirements

• 10 or more years of experience in analytics, operations strategy, consulting, business operations, or workforce management.
• At least 4 years of experience leading teams, ideally including managers.
• Bachelor’s degree in Business, Operations, Engineering, Mathematics, or a related field.
• Experience in a high-volume operational environment such as a contact center, healthcare, logistics, or similar.
• Familiarity with capacity planning, forecasting, or staffing concepts sufficient to lead the function and learn additional concepts quickly.
• Exceptional analytical and structured problem-solving skills, with a record of translating complex data into decisions and measurable operational improvements.
• Strong proficiency in SQL and at least one BI tool, such as Tableau, Looker, or Power BI.
• Ability to build financial and operational models in Excel or Python/R, including scenario and sensitivity analyses.
• Experience building, leading, and developing high-performing teams and organizational capabilities in fast-paced environments.
• Excellent verbal and written communication skills, including the ability to explain complex analyses clearly and influence stakeholders at all organizational levels.
• Ability to navigate ambiguity in a dynamic, high-growth environment while maintaining focus on results.
• Motivation to support Blink’s mission and improve patient outcomes through operational excellence.

Nice To Haves

• Experience leading managers as part of team leadership.

Responsibilities

• Define workforce strategy, staffing models, and capacity plans that support growth while balancing cost, quality, and patient experience.
• Lead strategic analyses of questions such as staffing tradeoffs, site selection, and build-versus-buy decisions, translating findings into actionable recommendations.
• Model headcount and budget implications of operational decisions, including scenario and sensitivity analyses.
• Synthesize complex analyses and tradeoffs for executive stakeholders to support decision-making.
• Oversee demand forecasting and scheduling, continuously improving accuracy and efficiency.
• Build and lead a command center capability for real-time monitoring, intraday decision-making, and cross-functional coordination in response to demand changes.
• Set planning standards and performance expectations with outsourced partners.
• Define core metrics and KPIs, and build dashboards and reporting that provide leadership visibility into performance.
• Monitor service-level agreements, utilization, attrition, and patient satisfaction; identify trends and lead deep-dive analyses into root causes and drivers.
• Identify operational bottlenecks and root causes, quantify improvement impacts, and collaborate with Operations to implement changes.
• Hire, develop, and lead a high-performing team across varying levels, including a new Manager overseeing Real-Time Analysts.
• 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 workforce management and reporting processes.

What This Job Offers

• Job Type: Full-time
• Career Level: Director