Senior Customer Operations Analyst

Summary

Join Hazel Health, a leading virtual provider of school-based healthcare, as a Senior Customer Operations Analyst. This fully remote role focuses on analyzing operational processes, identifying areas for improvement, and implementing data-driven solutions to enhance efficiency and customer experience. You will work with cross-functional teams, develop performance management systems, and create dashboards and reports to track progress. The ideal candidate possesses 3-5 years of experience in a similar role within a fast-paced environment and strong data analytics skills. Hazel Health offers a competitive salary, performance bonuses, stock options, 401k matching, healthcare coverage, paid time off, and other benefits.

Requirements

• You have 3-5 years of experience in a similar role at a fast-paced start-up or high-growth organization
• You come to this role with prior data and analytics experience

Responsibilities

• Regularly assess effectiveness of operational processes to drive initiatives
• Maintain an end-to-end process map of the department’s current state, inclusive of current systems and cross-team dependencies and workflows
• Identify bottlenecks, redundancies and areas where automation or re-engineering can drive efficiencies
• Prepare a gap analysis to identify gaps within the workflows, processes and system functionality
• Partner with the Data & Analytics team to establish mechanisms to bring operational data into BI (Business Intelligence) tools
• Identification and prioritization of initiatives
• Analyze process performance data to identify areas with the highest potential for improvement
• Develop detailed business cases for proposed initiatives, including cost-benefit analyses and risk assessments
• Prioritize initiatives based on impact, feasibility and alignment with overall transformation strategy
• Create dashboards, KPI reports and performance metrics
• Refine and implement performance management frameworks that ensure individual and team accountability
• Collaborate with Data & Analytics to refine existing dashboards that allow for more real-time tracking and predictive analytics, as opposed to viewing performance in the rears
• Conduct trend analysis and identify root cause on process performance issues
• Prepare regular summaries and insights, identifying areas of opportunity
• Collaborate with Operations leaders to design and implement operational improvements
• Identify and support continuous process optimization by tracking performance and recommending iterative changes
• Monitor the implementation of process changes and track their impact over time
• Establish a feedback loop with Operations leaders to capture lessons learned and drive ongoing improvements
• Assist in the development of change management communications and training materials related to process improvements
• Ensure accuracy, integrity and completeness of all data and analytical outputs
• Act as a liaison between Operations leaders and Data & Analytics teams to ensure data-driven recommendations are understood and actionable
• Maintain a lens of operational excellence to ensure quality and the customer experience is not compromised

Preferred Qualifications

Education or tech-ed experience a plus

Benefits

• Annual performance bonus eligibility
• Stock options
• A 401k match
• Healthcare coverage
• Paid time off
• A broad range of other benefits and perks