Director, Operations Analytics & Workforce Strategy

Blink Health•Pittsburgh, NY

About The Position

The Director of Operations Analytics & Workforce Strategy will lead workforce planning, operational analytics, and performance improvement for Blink Health’s Patient Services Operations team. The role determines staffing needs, deployment, and performance measurement across contact center and pharmacy operations, including outsourced partners. It combines executive-level planning with hands-on execution and works closely with Operations, Product & Engineering, Data, Finance, and HR to support growth while maintaining patient experience. The director will define staffing models and capacity plans, oversee forecasting and scheduling, establish real-time operations and command center capabilities, and set planning standards with outsourced partners. They will define operational metrics and reporting, analyze trends and root causes, quantify improvement opportunities, and lead a team that includes a Manager overseeing Real-Time Analysts.

Requirements

10+ years of experience in analytics, operations strategy, consulting, business operations, or workforce management.
4+ years of experience leading teams; experience leading managers is ideal.
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, or logistics.
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 turning complex data into decisions and measurable operational improvement.
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 analysis.
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 translate complex analyses into clear recommendations and influence stakeholders at all levels.
Ability to navigate ambiguity and stay focused on results in a dynamic, high-growth environment.
Motivation by Blink’s mission and improving patient outcomes through operational excellence.

Nice To Haves

Experience leading managers.
Experience in contact center, healthcare, or logistics operations.

Responsibilities

Define workforce strategy, staffing models, and capacity plans that balance cost, quality, and patient experience.
Lead strategic analyses of questions such as staffing tradeoffs, site selection, and build-versus-buy decisions, and provide actionable recommendations.
Model headcount and budget implications of operational decisions, including scenario and sensitivity analyses.
Present complex analyses and recommendations to executive stakeholders to support decision-making.
Oversee demand forecasting and scheduling, improving accuracy and efficiency to meet service needs.
Build and lead a command center capability for real-time monitoring, intraday decision-making, and cross-functional response to demand changes.
Set planning standards and performance expectations with outsourced partners.
Define core metrics and KPIs and build dashboards and reporting for leadership visibility.
Monitor metrics including SLA, utilization, attrition, and patient satisfaction; identify trends and lead root-cause analyses.
Identify operational bottlenecks, quantify the impact of improvements, 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.