Mor Armony

Mor Armony is the Vice Dean for Faculty and Research, Harvey Golub Professor of Business Leadership, and Professor of Technology, Operations & Statistics at the Leonard N. Stern School of Business, New York University. She has been a key faculty member since 1999 and is a leading researcher in stochastic modeling and service operations.

• Ph.D. in Operations Research, Stanford University (1999)
• M.S. in Operations Research, Stanford University (1997)
• M.S. in Statistics, Hebrew University of Jerusalem (1996)
• B.S. in Mathematics and Statistics, Hebrew University of Jerusalem (1993)

Her research focuses on large-scale service systems, particularly in healthcare and contact centers. She investigates patient flow in hospitals, optimization of customer experience, and control of stochastic processing systems using advanced queueing models and operations research techniques. Her work bridges theoretical rigor with practical applications in service operations management.

The recent articles reflect a strong trend toward integrating behavioral aspects into operations models, such as customer impatience, strategic patient behavior, and the impact of online reviews on physician demand. Her research spans healthcare operations, call center optimization, and dynamic routing in heterogeneous systems, consistently published in top journals like Management Science, Operations Research, and Production and Operations Management.

Scientific recognition includes being named the Harvey Golub Professor of Business Leadership, a distinguished title at NYU Stern.

• Harvey Golub Professor of Business Leadership

She actively advises research projects and collaborates with scholars on topics including staffing, routing, and capacity management. Her work has been supported by ongoing academic engagement and publication, with recent projects addressing appointment scheduling with no-shows, strategic capacity withholding, and co-sourcing in call centers. She leads research in data-driven queueing science applied to hospital operations and is involved in empirical studies on digital health platforms.

Her research group, the Operations Management Group at Stern, focuses on developing analytical models for complex service systems. She contributes to interdisciplinary efforts in healthcare operations and collaborates with medical researchers on improving critical care delivery and outpatient scheduling.