Sr. Business Operations Analyst, Customer Success

Job Summary The Sr. Business Operations Analyst serves as a senior individual contributor within the Customer Success Reporting and Analytics function. This role is responsible for defining reporting frameworks, designing analytical approaches, and delivering strategic insights that guide Customer Success leadership decision-making. The Sr. Analyst partners closely with leadership and cross‑functional stakeholders to identify trends, define operational metrics, and ensure reporting infrastructure supports organizational growth and operational efficiency. Responsibilities Lead the design and evolution of reporting frameworks that support Customer Success performance management: define and evolve key performance indicators, develop dashboards, translate complex business questions into reporting solutions, provide leadership‑level insights, and ensure frameworks scale as the organization grows. Conduct advanced data analysis and insights: analyze complex datasets across multiple systems, develop analytical models to support operational planning, present findings and recommendations to Customer Success leadership, and drive business improvement. Improve operational reporting processes: define standards and best practices for reporting, data governance, and analytics; identify opportunities to improve metrics, reporting automation, and data workflows; and lead initiatives to enhance reporting efficiency and operational visibility. Serve as a key analytics partner across Customer Success and adjacent teams: collaborate with Leadership in Customer Success, Operations, Product, and Finance to define reporting needs, support cross‑functional initiatives that require advanced analytics, and provide thought leadership on how data can support strategic initiatives. Provide project leadership and mentorship: lead complex reporting and analytics projects from design through delivery, provide guidance and mentorship to Business Operations Analysts, and establish documentation standards and best practices for reporting and analytics assets. Required Skills & Experience Bachelor’s degree or equivalent in Operations, Analytics, Data Engineering, Management Information Systems, finance, economics, or statistics. 5+ years of experience in a CS Business Operations‑related analyst role. Hands‑on experience designing, developing, and maintaining metrics, dashboards, and reports. Proficiency with Salesforce, Microsoft Excel/Google Sheets (advanced formulas, lookups, pivot tables), and visualization tools such as Domo, Power BI, and Tableau. Advanced analytical skills with the ability to interpret data, uncover insights, and present findings in a clear and actionable manner. Strong project management capabilities, ability to prioritize tasks, manage deadlines, and deliver results. Excellent organizational skills, attention to detail, and ability to manage multiple tasks simultaneously. Outstanding interpersonal and communication skills, capable of collaborating across teams, and a proactive mindset to navigate ambiguity, uncover knowledge gaps, and drive continuous improvement. Benefits ModMed offers a competitive benefits package designed to meet the diverse needs of its workforce: comprehensive medical, dental, and vision benefits including a company Health Savings Account contribution; 401(k) with a matching contribution of 50% of your contribution up to 6% of your compensation (matched each payday); generous paid time off and paid parental leave; company‑paid life and disability benefits; flexible spending account; employee assistance programs; business resource and special interest groups; professional development opportunities including tuition reimbursement and unlimited access to LinkedIn Learning; global presence with opportunities for in‑person collaboration; hybrid office‑based roles and remote availability for some roles; and a healthy workplace environment with weekly catered breakfast and lunch, treadmill workstations, and wellness rooms. #J-18808-Ljbffr Modernizing Medicine, Inc.