Analytics Senior Associate

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

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