Current Position
Associate Professor. Faculty of Data and Decision Science (formerly Industrial Engineering and Management), Technion – Israel Institute of Technology, Haifa, Israel (2021– )
Past Positions
Assistant Professor. Industrial Engineering and Management faculty, Technion – Israel Institute of Technology, Haifa, Israel (2017–2021)
Lecturer. Industrial Engineering and Management faculty, Technion – Israel Institute of Technology, Haifa, Israel (2014–2017)
Research Fellow. Industrial Engineering and Management faculty, Technion – Israel Institute of Technology, Haifa, Israel (2012–2014)
Adjunct professor and a Post-doc. IEOR department, The Fu Foundation School of Engineering and Applied Science, Columbia University, New-York, USA. (2010–2012).
Education
BSc, Industrial Engineering and Management, Technion – Israel Institute of Technology (Summa Cum Laude), 1997.
MSc, Industrial Engineering, Technion – Israel Institute of Technology (Cum Laude), 2006.
PhD, Operations Research, Technion – Israel Institute of Technology, 2010.
Teaching
Technion – IIT (2012– ):
094139 – Supply Chain Management. Undergraduate course.
096324 – Service Engineering. Undergraduate and graduate course.
097135 – Multidisciplinary Research in Service Engineering. Graduate elective.
097120 – Selected Topics in Industrial Engineering. Topic: Behavioural Operations in Service Systems. Graduate elective.
097121 – Advanced topics in Industrial Engineering. Topic: Healthcare Operations. Undergraduate and graduate elective course.
098805 – Service Operations for Managers, MBA elective.
097400 – Causal Inference. Undergraduate and graduate elective.
Columbia University (2010):
IEOR 4615 – Service Engineering (co-taught with Prof. Ward Whitt). Undergraduate and Master course.
IEOR 8100 – Topics in OR: Stochastic Models in Service Engineering (co-taught with Prof. Ward Whitt). Advanced doctoral course.
Industry experience
PCB Technologies, Migdal Haemek, Israel. Information Technology Project Leader. 1999–2004.
Tambur, Acco, Israel. Production Engineer. 1997–1999.
Daimler-Benz Research Labs, Ulm, Germany. Internship. Summer 1996.
Honors and Awards
- 2022 – 1st place in the Journal of Organizational Behaviors (JOB) Best Paper of 2021 competition, for the paper: When do service employees smile? Response dependent emotion regulation in emotional labor (with S. Ashtar, A. Rafaeli, and N. Akiva).
- 2022 – Finalist in the POMS Best Working Paper Award for the paper: The Co-Production of Service: Modeling Service Times in Contact Centers Using Hawkes Processes (with A. Castellanos, A. Daw, J. Pender, and L. Gruendlinger).
- 2020 – Finalist in the INFORMS-BOPS Best Working Paper Competition for the paper: Silent Abandonment: Patience Estimation and Operational Impact (Co-author: A. Castellanos and Y. Goldberg).
- 2020 – 1st place in the ORSIS Best Student Paper Competition for the paper: Silent Abandonment: Patience Estimation and Operational Impact (Student: A. Castellanos; Co-author: Y. Goldberg).
- 2019 – 2nd place in the Israel Statistical Association Best Student Poster Competition for the poster: Silent Abandonment: Patience Estimation and Operational Impact (Student: A. Castellanos; Co-author: Y. Goldberg).
- 2018 – 1st place in the ORSIS Best Student Paper Competition for the paper: State-Dependent Estimation of Delay Distributions in Fork-Join Networks (Student: N. Carmeli; Co-author: O. Boxma).
- 2017 – Finalist in the INFORMS-IBM Service Science Best Student Paper Award Competition for the paper: When Psychology Meets Operations: The Influence of Cognitive and Emotional Loads on the Efficiency of Customer-Service Employees (Student: D. Altman; Co-author: A. Rafaeli).
- 2017 – Finalist in the Frontiers Best Paper Award for the paper: Text-Based Customer Service: Using Big-Data to Connect Customer Emotion to Service Operations (Co-authors: D. Altman, A. Rafaeli).
- 2012 – 2nd place in the INFORMS-JFIG Best Paper Award for the paper: When to use Speedup: An Examination of Intensive Care Units with Readmissions (Co-author C.W. Chan).
- 2014 – 1st place in the 16th Israeli IE&M Conference Best Student Paper Award for the paper: Erlang-R: A Time-Varying Queue with Reentrant Customers, in Support of Healthcare Staffing. (Co-author A. Mandelbaum).
- Prof. Samuel and Lillian Keidan Levin Prize (Technion), 2008.
- Best Employee Award, PCB Technologies, 2001.
Grants
- The Harold and Inge Marcus Endowment for Technion/PSU IE Partnership, 30,000 USD, 2024-2025 (with Anirudh Subramanyam).
- B.M. Gordon Foundation for System Engineering, 30,000 USD, 2024 (with Danny Eytan, Sharon Shoshany-Tavory, Eran Peleg, Avigdor Zonnenshain, Josef Ben-Ari).
- Israel Ministry of Innovation, Science, and Technology (MOST), Grant No. 0006582, 499,530 NIS, 2024–2026 (with Keren Weinshall, Paul Feigin, Avishai Mandelbaum, and Yair Goldberg).
- United States-Israel Binational Science Foundation (BSF), Grant No. 2022095, 155,600 USD, 2023-2027 (with Andrew Daw and Yair Goldberg).
- B.M. Gordon Foundation for System Engineering, 20,125 USD, 2022.
- Deutsche Forschungsgemeinschaft (DFG), 412,300 Euro, 2021-2023. (with Mirko Kremer and Anat Rafaeli).
- B.M. Gordon Foundation for System Engineering, 20,000 USD, 2021 (with Anat Rafaeli).
- B.M. Gordon Foundation for System Engineering, 20,125 USD, 2020 (with Yair Goldberg).
- Israel Science Foundation (ISF), Grant No. 336/19, 518,000 NIS, 2019–2021
- Israel Innovation Authority, Magneton Program (with LivePerson Ltd.), Grant No. 57948, 3,193,600 NIS, 2016–2018.
- The Israel National Institute for Health Policy and Health Services Research (NIHP), Grant No. 2015/120/r, 153,968 NIS, 2016–2018 (with Anat Rafaeli, Avi Parush, and Chen Shapira).
- Israel Ministry of Science, Technology, and Space (MOST), Grant No. 2015- 6-86 1,081,794 NIS, 2016–2018 (with Anat Rafaeli and Avi Parush).
- Israel Science Foundation (ISF), Grant No. 1955/15, 570,000 NIS, 2015–2018 (with Avi Mandelbaum).
- Clalit Health Services. Research grant. 100,000 NIS, 2015 (with Anat Rafaeli and Avi Parush).
- The Harold and Inge Marcus Endowment for Technion/PSU IE Partnership, 2015.
- The Harold and Inge Marcus Endowment for Technion/PSU IE Partnership, 2013.
- The Israel National Institute for Health Policy and Health Services Research (NIHP), Scholarship, 2008–2010.
- Technion Graduate Scholarships, 2004–2010.
- Technion Excellence Scholarship, 2004.
And… Black belt in Karate. 2010.
Full CV: cv_Nov 2024