Senior Manager, Workforce Management
Blink HealthCompany Overview:
Blink Health is the fastest growing healthcare technology company that builds products to make prescriptions accessible and affordable to everybody. Our two primary products – BlinkRx and Quick Save – remove traditional roadblocks within the current prescription supply chain, resulting in better access to critical medications and improved health outcomes for patients.
BlinkRx is the world’s first pharma-to-patient cloud that offers a digital concierge service for patients who are prescribed branded medications. Patients benefit from transparent low prices, free home delivery, and world-class support on this first-of-its-kind centralized platform. With BlinkRx, never again will a patient show up at the pharmacy only to discover that they can’t afford their medication, their doctor needs to fill out a form for them, or the pharmacy doesn’t have the medication in stock.
We are a highly collaborative team of builders and operators who invent new ways of working in an industry that historically has resisted innovation. Join us!
The Opportunity
The Patient Services Operations team is central in advancing our mission to provide affordable care and deliver an exceptional patient experience. We are seeking a strategic and execution-driven Senior Manager, Workforce Management (WFM) to build and lead a lean, high-impact function supporting 500+ agents across our contact center and pharmacy operations. This leader will own forecasting, planning, and scheduling to ensure service-level excellence while scaling efficiently in a fast-paced, high-growth environment.
Responsibilities
- Workforce Strategy & Design: Define, implement, and evolve the overall workforce strategy for contact center and pharmacy operations teams (e.g., internal vs. external, geographic location, specialized vs. cross-skilled) to balance cost, quality, redundancy, and scalability while providing a best-in-class patient experience.
- Operational Ownership: Oversee all WFM processes, including forecasting, capacity planning, scheduling, real-time monitoring, and performance reporting.
- Capacity Planning: Partner with Operations, HR, and Finance to analyze trends, develop staffing models, and align hiring plans with evolving business needs.
- Intraday Management: Lead responses to real-time variances—such as call volume surges, absenteeism, or system disruptions—ensuring minimal impact on service.
- Data & Insights: Build tools and dashboards that track key WFM metrics (utilization, productivity, service levels, attrition). Deliver actionable insights to senior leadership to optimize workforce efficiency.
- Scalable Solutions: Collaborate with Product & Engineering to implement scalable WFM systems, leveraging automation and AI where possible.
- Team Leadership: Develop and mentor a lean team of WFM analysts and specialists, fostering professional growth and operational excellence.
Qualifications
- Experience & Education: 7-10+ years of workforce management experience, ideally in high-growth or tech-enabled environments. Bachelor’s degree in Business, Operations, Math, Data Science, or a related field.
- Analytical Expertise: Strong data modeling and analytical skills, with proficiency in SQL, Excel, and data visualization tools (e.g., Tableau, Power BI).
- Problem-Solving: Demonstrated ability to design impactful, lightweight solutions through structured analysis, creative thinking, and cross-functional collaboration.
- Execution: Proven track record of driving initiatives from strategy to execution—comfortable rolling up sleeves, driving delivery, and iterating quickly with scale in mind.
- Communication & Storytelling: Skilled communicator who can transform complex data into clear insights and compelling narratives for diverse audiences.
- Adaptability & Resilience: Thrives in dynamic, fast-changing environments with a proactive, solutions-first mindset.
Location: Pittsburgh, PA (in-office role)
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.