Operations Analyst

Role Description

The Operations Analyst supports service delivery performance and scaling by analyzing workflows, staffing, and capacity vs. demand. This role turns data into recommendations that improve operations, optimize staffing models, and inform near-term decisions and long-term planning. The role also supports growth teams with core sales operations reporting and process discipline to enable scalable growth.

You’ll partner with operations leaders, workforce planning, clinical/business stakeholders, growth leaders, and analytics teams to identify issues, forecast needs, track KPIs, and deliver clear, actionable insights.

What You’ll Do

• Operational Analysis & Workflow Improvement
  • Analyze end-to-end workflows to identify bottlenecks, risks, and improvement opportunities.
  • Recommend changes that improve performance, scalability, and service delivery.
  • Document and optimize staffing, scheduling, capacity, and demand workflows.
  • Partner across teams to turn operational questions into measurable analyses and recommendations.
• Capacity, Demand, & Staffing Planning
  • Analyze staffing needs by monitoring demand, availability, performance, and growth.
  • Evaluate coverage, utilization, and productivity to align capacity with demand.
  • Build and maintain forecasting and workforce planning models (scenarios, capacity, recommendations).
  • Identify gaps between projected demand and resources and propose solutions.
  • Support planning for volume changes, seasonality, expansion, and constraints.
• Sales Operations & Growth Support
  • Partner with Growth/RevOps to define and document core GTM processes (stages, handoffs, closed-loop feedback).
  • Build recurring dashboards and reviews that connect commercial performance to operational capacity.
  • Support CRM improvements (requirements, data quality, adoption). Salesforce is a plus, not required.
• Reporting, Insights, & Decision Support
  • Build dashboards, reports, and recurring analyses to monitor performance and key metrics.
  • Translate data into clear insights for leaders and stakeholders.
  • Track KPIs (efficiency, coverage, productivity, turnaround time, outcomes) and highlight drivers.
  • Run ad hoc analyses to support decisions, process changes, and strategic initiatives.
  • Present findings to technical and non-technical audiences.
• Technical & Analytical Problem Solving
  • Extract and analyze data from multiple systems to support decisions.
  • Write and maintain SQL queries for data validation, reporting, and analysis.
  • Use Excel/Power BI (or similar) to build scalable analyses and reporting.
  • Apply forecasting, trend analysis, root cause analysis, and scenario modeling to solve problems.
  • Use Python (preferred) or similar tools to automate and enable advanced analysis.
  • Ensure data accuracy and consistency in all outputs.

Qualifications

• Bachelor’s degree in a quantitative or business field (e.g., Business, Analytics, Finance, Operations, Economics, Math/Stats) or equivalent experience.
• 2+ years in an analytical role (operations, planning, workforce/capacity planning, or process improvement).
• Strong analytical skills: interpret data, identify patterns, and recommend actions.
• Advanced Excel and experience building dashboards in Power BI (or similar).
• SQL proficiency for data extraction and analysis.
• Strong problem-solving skills in ambiguous environments.
• Clear communicator who can present insights to cross-functional stakeholders.
• Able to manage multiple priorities in a fast-paced environment.

Preferred Qualifications

• Healthcare/telehealth or other service-operations experience.
• Staffing models, utilization/productivity, scheduling, or demand forecasting experience.
• Python for analysis/automation/modeling.
• Sales/RevOps exposure (pipeline, funnel, conversion, forecasting).
• Salesforce experience is a plus (reporting/dashboards), not required.
• Comfort with evolving business needs and increasing analytical complexity.

Position Logistics

• Fully remote position.
• Reports to Director, Business Intelligence.

Compensation and Benefits

• The pay range for this role is $80,000 - $99,000 per year.
• Medical, dental, and vision insurance, employer paid life & long-term disability insurance, additional voluntary benefits include short-term disability, voluntary employee, spousal and child life insurance, accident, critical illness, hospital, or confinement insurance and flexible spending accounts (FSA) and health savings account (HSA) contributions.
• 15 days of accrued PTO annually, plus 8 paid holidays and 3 floating holidays.
• 401k.