Senior Operations Analyst (FTC)
Core
Deliver structured, risk-aware, and commercially grounded insight across operational domains, with a primary focus on Customer Support workflows, including patient screening, ticket interactions, and agent performance.
Role type
Senior Operations Analyst (Customer Support Analytics)
Builds
Actionable insights and reporting frameworks for Customer Support stakeholders to drive operational excellence and decision-making.
Domain
Healthcare / Customer Support Operations
Deliverable
dashboards & analysis
Required skills
Advanced SQL, BI and visualization tools, hypothesis-driven analytical thinking, data synthesis, root-cause analysis, stakeholder partnership
Preferred skills
Healthcare/pharmaceutical industry experience, product analytics platforms (Amplitude, Mixpanel), experimental design and A/B testing
Technologies
SQL, BI tools, Amplitude, Mixpanel
Responsibilities
Provide analytical oversight on customer support workflows (screening, tickets, agent performance, CSAT); Act as a trusted analytics partner to senior CS stakeholders; Design and lead root-cause analyses into operational inefficiencies; Quantify the impact of product, policy, or operational changes; Build reusable reporting frameworks and tools; Report progress and findings to the Ops Chapter Lead.
Seniority
Senior, hands-on IC
