Senior Analyst, Client Experience & Operations - Mars Veterinary Health

Senior Analyst, Client Experience & Operations – Mars Veterinary Health Location: Support Office – Vancouver (Full time) Compensation: $90,300 – $141,094 per year. Overview: Mars Veterinary Health is building a unified Client Experience and Operations model to support a network of more than 2,000 veterinary practices. The Senior Analyst will serve as a critical link between strategy and execution—ensuring priorities translate into action, pilots deliver measurable results, and insights drive decision‑making. Responsibilities Translate strategic priorities into clear actions, timelines, and deliverables across Inbound, Outbound, Virtual Care, and Operations teams. Track execution against key initiatives, ensuring alignment, accountability, and forward progress across functions. Identify gaps, risks, and dependencies early, escalating and resolving issues to maintain momentum. Coordinate and track pilot programs across markets and functions, ensuring clear hypotheses, success metrics, and execution plans. Monitor pilot performance, synthesize results, and translate findings into actionable recommendations. Document outcomes, lessons learned, and operational requirements for broader deployment to support scaling decisions. Pull and synthesize data from multiple systems to create a clear view of performance across initiatives. Develop concise reporting, dashboards, and executive‑ready materials that connect data to business impact. Conduct targeted analyses to support decision‑making, including trend identification, root‑cause analysis, and opportunity sizing. Act as a central coordination point across functions, ensuring initiatives are sequenced, communicated, and executed effectively. Support planning, testing, and rollout of new tools, processes, and workflows in partnership with Operations and Technology teams. Maintain visibility into external and internal changes and ensure alignment with contact center execution. Develop clear, structured communications, presentations, and documentation to support leadership alignment and decision‑making. Follow up on key actions, decisions, and commitments across the leadership team to ensure execution discipline. Serve as a trusted partner to the Director to enable focus on strategic priorities by managing day‑to‑day coordination and detail. Qualifications 4–7 years of experience in analytics, operations, consulting, or customer experience roles with increasing responsibility. Bachelor’s degree in Business, Analytics, Economics, Data Science, Operations, or related field. Experience supporting cross‑functional initiatives, programs, or transformations in complex organizations. Demonstrated ability to translate strategy into execution, manage dependencies, and drive follow‑through. Experience working with data to generate insights and support decision‑making, including performance tracking and reporting. Exposure to pilot programs, test‑and‑learn environments, or continuous improvement initiatives. Experience in healthcare, veterinary services, multi‑site retail, or other service‑based industries. Experience with Excel and data visualization tools (e.g., Power BI, Tableau). Familiarity with SQL, C++, Python, data querying, or working with large datasets. Exposure to CRM/contact center platforms and operational data environments is a plus. Strong structured problem‑solving, execution discipline, analytical fluency, influence & communication, and resourcefulness. Core Capabilities Structured Problem Solving: Able to break down ambiguous problems into clear, actionable plans. Execution Discipline: Strong follow‑through, organization, and ability to manage multiple priorities. Analytical Fluency: Comfortable working with data across multiple systems and synthesizing insights. Influence & Communication: Able to align stakeholders and communicate clearly at all levels. Resourcefulness: Finds answers, connects dots, and moves work forward efficiently. Benefits Competitive salary with paid time off and holidays. Medical, dental, vision insurance for you and your loved ones. Fertility and family‑building assistance. Paid parental leave. Practice‑paid basic life insurance. Practice‑paid short‑ and long‑term disability. Automatic enrollment 401(k) savings plan after 60 days of employment with generous company match. Commuter benefits. Legal plan. Health savings account & flexible spending account. Mental health support and resources. Paid volunteering. Optimum Wellness Plans® for up to three pets. Continuing education allowance & MED hours for eligible positions. Student debt relief (for full‑time DVMs). Variety of discounts including Mars, PetSmart, Royal Canin, fitness, cellular and more. Special Working Considerations Ability to work at a computer for long periods of time. Must have mental processes for reasoning, remembering, mathematics and language ability (reading, writing, and speaking the English language) to perform the duties proficiently. Ability to carry out instructions furnished in written, oral, or diagram form and to solve problems involving several variables. The noise level in the work environment is normally moderate. Environment where pets are present. Equal Opportunity Employer WE ARE A DRUG‑FREE, SMOKE‑FREE, EQUAL OPPORTUNITY EMPLOYER. Mars Veterinary Health (MVH) strongly supports and values the uniqueness of all individuals and promotes a work environment where diversity is embraced. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, age, genetic information, status as a protected veteran, or status as a qualified individual with disability. MVH complies with all applicable federal, state and local laws governing nondiscrimination in employment in every MVH location. #J-18808-Ljbffr VCA Inc.