Senior Manager, Operational Excellence (Workforce Strategy & Planning)

The Opportunity

The Patient Services Operations team is at the center of Blink's mission to deliver exceptional patient experiences at scale. This senior leadership role on the Operational Excellence team is responsible for evolving our workforce strategy, building a scalable Workforce Management capability, and driving operational performance across contact center and pharmacy operations. This role will help shape how Blink scales by ensuring the right people, processes, and planning mechanisms are in place to support growth while maintaining exceptional patient experiences.

You will partner closely with Operations, Product & Engineering, Data, Finance, and HR to solve complex business problems, optimize workforce planning and resource allocation, and lead strategic initiatives that improve operational performance. The ideal candidate is an analytical, execution-oriented leader who leverages data, structured problem-solving, and operational excellence principles to deliver measurable business results. Success in this role requires equal strength in analytical problem-solving, operational leadership, and workforce strategy, with the ability to move seamlessly between executive planning and hands-on execution.

Responsibilities

• Workforce Strategy & Planning: Develop and evolve Blink's workforce and network strategy across Patient Services Operations, including workforce models, staffing structures, capacity planning frameworks, and hiring strategies that balance cost, redundancy, quality, scalability, and patient experience.
• Workforce Management Leadership: Build and lead a scalable Workforce Management function responsible for forecasting, scheduling, capacity planning, intraday (real time) management, workforce reporting, and resource optimization across contact center and pharmacy operations. Develop the organizational structure, processes, and talent needed to support future growth.
• Operational Excellence & Problem Solving: Identify opportunities to improve operational performance, workforce efficiency, and organizational effectiveness. Lead structured problem-solving efforts and implement sustainable solutions across people, process, and technology to improve efficiency, scalability, and service quality.
• Command Center & Real-Time Operations: Design and lead Blink's operational command center capability, including real-time monitoring, intraday decision-making, incident management, escalation frameworks, and cross-functional coordination. Establish processes and tools that enable rapid response to demand fluctuations, operational disruptions, and emerging risks.
• Vendor Workforce Governance: Partner with outsourced service providers to establish workforce planning standards, performance expectations, forecasting processes, and operational accountability mechanisms that ensure consistent service delivery across the network.
• Analytics & Decision Support: Develop end-to-end visibility across operations teams to proactively identify capacity constraints, risks, and service-impacting trends. Leverage data to identify trends, forecast demand, evaluate workforce performance, and quantify improvement opportunities. Develop dashboards, KPIs, forecasts, and business cases that inform decision-making and help leadership prioritize investments and resources.
• Strategic Initiatives & Cross-Functional Execution: Lead high-priority initiatives from concept through implementation, partnering with Operations, Product & Engineering, Data, Finance, and HR to drive measurable business outcomes and organizational scalability.
• Technology & Automation: Partner with Product, Engineering, and Data teams to implement workforce management tools, reporting capabilities, and automation solutions that improve forecasting accuracy, operational efficiency, and decision-making.

Qualifications

• Experience & Education: 8-12+ years of experience in operational strategy for a blended in-house and outsourced workforce, operational excellence, workforce management, consulting, business operations, or related fields within a high-growth environment; healthcare, technology, and/or contact center experience preferred. Bachelor's degree in Business, Operations, Engineering, Mathematics, or a related field.
• Workforce Strategy & Operations: Demonstrated experience designing workforce operating models and leading workforce planning, forecasting, capacity planning, scheduling, and resource optimization efforts at scale.
• Problem Solving & Operational Excellence: Exceptional analytical and structured problem-solving skills, with a proven track record of identifying root causes, implementing sustainable solutions, and delivering measurable business impact. Experience applying Lean, Six Sigma, or similar methodologies preferred.
• Data-Driven Decision Making: Strong analytical capabilities and experience leveraging data to drive operational and strategic decisions; proficiency with Excel, SQL, Tableau, Power BI, or similar tools preferred.
• Leadership & Execution: Proven ability to lead complex, cross-functional initiatives from strategy through implementation while balancing long-term thinking with hands-on execution.
• Team Development: Experience building, leading, and developing high-performing teams and organizational capabilities in fast-paced environments.
• Communication & Influence: 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.
• Adaptability & Mission Alignment: 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.