Join us as we work to create a thriving ecosystem that delivers accessible, high-quality, and sustainable healthcare for all.
Position Summary:
The Business Operations team delivers impact across Customer Success through implementation and monitoring of key performance metrics, driving operational excellence, and enabling the execution and development of the Customer Success strategy. The Analytics Senior Associate role supports data management, maintenance, and infrastructure for the Customer Success organization with a focus on the Customer Care space. They are responsible for defining, measuring, and visualizing key performance indicators for support tickets and agent performance at every stage of the support lifecycle. This individual is comfortable analyzing and working with complex data to extract business insights that impact performance.
Essential Functions (Duties and Responsibilities):
50% Data Management and Maintenance
- Leverage queries to design and work with multi-million row datasets and develop data visualizations to deliver insights
- Build expertise in metric definitions and calculations to ensure accurate and proper interpretation of core business metrics and drivers
- Design and maintain intuitive documentation for commonly used datasets and dashboards
- Develop knowledge of operational processes to ensure modeled data is accurate and useful
- Partner with the broader Business Operations team to drive projects and processes that contribute to improvements in data integrity
50% Deliver Data Analyses and Business Insights
- Create easily consumable data visualizations that help our organization uncover insights and develop recommendations to solve key business questions and influence outcomes
- Work with stakeholders to determine measures of success and guide good metrics usage
- Use data visualization tools like Salesforce CRM Analytics, Power BI, Tableau, Excel, Python to create dashboards that fit the specifications of stakeholders and leadership
- Engage with business stakeholders and the Business Operations organization to frame, structure and prioritize analyses
- Analyze key performance metrics to identify drivers
- Produce reports and analyses for key stakeholders/processes (QBRs, Board Decks, Manager Communications, etc.)
- Deliver ad hoc analyses to support strategic initiatives
Education & Experience Required:
- Bachelor's Degree in a related field (Computer Science, Math, Statistics, Business, Finance/Accounting Operations/Supply Chain/Engineering)
- 5+ years of related professional experience (analytics, financial services, management consulting, corporate finance/strategy, analytical/business process improvement, or operations)
- 3+ years in a data science/analytics role
- Strong analytical skills
- Salesforce or other CRM experience
- Snowflake SQL and Python experience
- Familiarity with data visualization programs (Salesforce CRM Analytics, Power BI, Tableau, R studio)
Knowledge & Skills:
- Comfortable learning new skills and a willingness to build technical expertise in query writing and data visualization programs
- Excellent verbal and written communication skills, specifically in presenting data to non-analytical audiences
- Desire to tackle unstructured/distributed data to uncover critical insights
- Strong organizational skills
- Able to work autonomously and be comfortable with ambiguity
- Focused on delivering high quality and timely deliverables with a positive approach towards the work
- Demonstrate excellent analytical, critical thinking and problem-solving skills
