Manager, Workforce Management | Onsite - Pittsburgh

About BlinkRx:

BlinkRx is rebuilding how Americans access life-changing medicines. Today, only one in five prescriptions for new branded therapies are ever filled. The problem isn't the medicine. It's insurance barriers, affordability challenges, fragmented pharmacy experiences, and inadequate support that keep patients from starting and staying on treatment. Our mission is to change that.

We built RxOS, the first AI-powered prescription operating system. RxOS connects the largest network of doctors, patients, pharmacies, payers, and pharmaceutical manufacturers, intelligently orchestrating every step to guarantee a seamless prescription journey for every script.

Our teams solve complex, high-stakes problems at the intersection of artificial intelligence, healthcare operations, logistics, payments, and regulation. The impact is transformative: BlinkRx more than doubles the rate at which patients take their medications and lowers their out-of-pocket expenses by hundreds of dollars every month.

BlinkRx created and leads a rapidly growing $80+ billion category, with exceptional momentum:

• Built for scale: Over the past decade, we have invested nearly $1 billion in building the technology and operational platform required to serve patients at scale.

• Proven growth and economics: We have grown 100% annually for the past five years, are profitable, and support more than 60 pharmaceutical brands.

• 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 central in advancing our mission to provide affordable care and deliver exceptional patient experience. We are seeking a Real-Time Analyst (RTA) Manager to join our team. This player-coach role sits at the intersection of hands-on real-time operations and front-line people leadership — you'll keep our intraday performance on track while developing and managing a team of 6–8 Real-Time Analysts.

You'll step into a team that has rapidly scaled, and bring sharper playbooks, stronger analytical capability, and a more consistent operating rhythm. This is an ideal opportunity for a seasoned Workforce Management expert who is highly analytical, thrives in a fast-paced environment, and is ready to lead a team while remaining close to the work.

This is an onsite position based in our Pittsburgh, PA office.

Responsibilities

Team Leadership & People Management

• Lead, coach, and develop a team of 6–8 Real-Time Analysts, fostering a culture of accountability, continuous learning, and operational excellence.
• Own the full people management lifecycle for your team — including hiring, onboarding, performance reviews, and when necessary, performance improvement plans (PIPs) and disciplinary actions.
• Set clear performance expectations, provide regular feedback, and conduct structured 1:1s to support each analyst's growth and effectiveness.
• Serve as a point of escalation and decision-maker for your team during high-pressure intraday situations.
• Identify skill gaps across the team and build or source training to close them.

Real-Time Operations

• Remain a hands-on operator: monitor real-time pharmacy performance using Assembled, RxOS, and custom dashboards — including service levels, queue volumes, and agent adherence.
• Identify and communicate intraday staffing gaps, risks, and opportunities to operations leadership; execute adjustments such as labor reallocations, break/lunch changes, overtime, or VTO.
• Partner closely with Scheduling, Forecasting, and Operations teams to ensure alignment between planned and actual staffing needs.
• Maintain real-time tracking reports and dashboards that provide visibility into performance metrics and operational health.
• Escalate system outages, unexpected volume spikes, or staffing challenges and recommend mitigation strategies.
• Ensure schedule adherence across the team and communicate concerns to leadership in a timely manner.

Process & Continuous Improvement

• Own and evolve the team's real-time playbooks, SOPs, and best practices to ensure consistent, high-quality execution across all analysts.
• Identify operational trends and drive process or workflow enhancements that improve service levels, efficiency, or analyst effectiveness.
• Represent the RTA function in daily and weekly operational reviews, delivering clear, actionable insights on performance drivers and variances.
• Champion a culture of documentation and knowledge-sharing so institutional knowledge is accessible and not siloed.

Qualifications

• 5+ years of experience in Workforce Management (WFM), with at least 1 year spent in an RTA position, and at least 3 years in a supervisory role.
• Demonstrated experience managing people through the full performance lifecycle — including coaching, formal reviews, and corrective action.
• Proficiency with WFM tools such as Assembled (preferred) or similar platforms.
• Strong analytical skills with proficiency in Excel or Google Sheets; experience with SQL, Python, or data visualization tools (e.g., Tableau) is a plus.
• Excellent written and verbal communication skills; able to translate real-time operational data into clear, timely recommendations for stakeholders at all levels.
• Proven ability to multitask, prioritize, and make sound decisions under pressure in a fast-paced environment.
• Detail-oriented, proactive, and highly adaptable with a strong sense of ownership and follow-through.
• Experience in healthcare, pharmacy operations, or a similarly regulated, high-volume contact center environment is a plus.

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.

Applicants who provide their phone number and consent to receive text messages may receive SMS or MMS updates from Blink Health regarding their application.