Business Operations Analyst, Customer Success

We are united in our mission to make a positive impact on healthcare. Join Us! 

• South Florida Business Journal, Best Places to Work 2024
• Inc. 5000 Fastest-Growing Private Companies in America 2024
• 2024 Black Book Awards, ranked #1 EHR in 11 Specialties
• 2024 Spring Digital Health Awards, “Web-based Digital Health” category for EMA Health Records (Gold)
• 2024 Stevie American Business Award (Silver), New Product and Service: Health Technology Solution (Klara)

Who we are:

We Are Modernizing Medicine (WAMM)! We’re a team of bright, passionate, and positive problem-solvers on a mission to place doctors and patients at the center of care through an intelligent, specialty-specific cloud platform. Our vision is a world where the software we build increases medical practice success and improves patient outcomes. Founded in 2010 by Daniel Cane and Dr. Michael Sherling, we have grown to over 3400 combined direct and contingent team members serving eleven specialties, and we are just getting started! ModMed's global headquarters is based in Boca Raton, FL, with a growing office in Hyderabad, India, and a robust remote workforce across the US, Chile, and Germany.

ModMed is hiring a driven Business Operations Analyst to join our positive, passionate, and high-performing Customer Experience Operations team focused on supporting the decision-making for Customer Success departments by extracting, validating, and managing datasets and creating ad hoc and recurring reporting using tools like Salesforce, Power BI, Domo, Google Sheets, and ChurnZero. This is an exciting opportunity to drive the operationalization and optimization of customer success strategies within a fast-paced Healthcare IT company that is truly Modernizing Medicine! This role is ideal for a data-driven professional with a passion for analytics and operational efficiency, eager to make a significant impact on customer success strategies and business performance.

Your Role:

• Apply your passion for data analytics and reporting by translating data into actionable insights to guide business leaders and answer critical questions.
• Perform data imports, exports, cleansing, and quality assessments to maintain data integrity.
• Document and implement business rules to analyze customer data and provide actionable insights for the CS team.
• Own customer health metrics reporting, analytics, and improvement initiatives.
• Process Improvement and Automation by validating, designing, and updating KPIs, processes, and workflows to adapt to evolving departmental needs.
• Identify opportunities to improve tools and processes and implement automation to increase efficiency.
• Collaborate with cross-functional teams to identify process improvements and drive operational scaling, while working with stakeholders to gather business requirements and align tools with operational needs.
• Manage and lead projects from requirements gathering to implementation, testing, and production release.
• Create and maintain system documentation, process flows, technical specifications, and training materials.

Skills & Requirements:

• Bachelor's Degree is required. Preferred areas of study: Management Information Systems, Business Administration, Economics, Finance, Statistics.
• Master's Degree is preferred with the following areas of study: Management Information Systems, Business Administration, Economics, Finance, Statistics.
• 3 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 ChurnZero (preferred).
• Advanced analytical skills with the ability to interpret data, uncover insights, and present findings in a clear and actionable manner.
• Strong project management capabilities with the 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.
• A proactive mindset to navigate ambiguity, uncover knowledge gaps, and drive continuous improvement.

#LI-SM1

ModMed Benefits Highlight:  At ModMed, we believe it’s important to offer a competitive benefits package designed to meet the diverse needs of our growing workforce. Eligible Modernizers can enroll in a wide range of benefits:

India

• Meals & Snacks: Enjoy complimentary office lunches & dinners on select days and healthy snacks delivered to your desk,
• Insurance Coverage: Comprehensive health, accidental, and life insurance plans, including coverage for family members, all at no cost to employees,
• Allowances: Annual wellness allowance to support your well-being and productivity,
• Earned, casual, and sick leaves to maintain a healthy work-life balance,
• Bereavement leave for difficult times and extended medical leave options,
• Paid parental leaves, including maternity, paternity, adoption, surrogacy, and abortion leave,
• Celebration leave to make your special day even more memorable, and company-paid holidays to recharge and unwind.

United States

• Comprehensive medical, dental, and vision benefits
• 401(k):  ModMed provides a matching contribution each payday of 50% of your contribution deferred on up to 6% of your compensation. After one year of employment with ModMed, 100% of any matching contribution you receive is yours to keep.
• Generous Paid Time Off and Paid Parental Leave programs,
• Company paid Life and Disability benefits, Flexible Spending Account, and Employee Assistance Programs,
• Company-sponsored Business Resource & Special Interest Groups that provide engaged and supportive communities within ModMed,
• Professional development opportunities, including tuition reimbursement programs and unlimited access to LinkedIn Learning,
• Global presence and in-person collaboration opportunities; dog-friendly HQ (US), Hybrid office-based roles and remote availability for some roles,
• Weekly catered breakfast and lunch, treadmill workstations, Zen, and wellness rooms within our BRIC headquarters.

PHISHING SCAM WARNING: ModMed is among several companies recently made aware of a phishing scam involving imposters posing as hiring managers recruiting via email, text and social media. The imposters are creating misleading email accounts, conducting remote "interviews," and making fake job offers in order to collect personal and financial information from unsuspecting individuals. Please be aware that no job offers will be made from ModMed without a formal interview process, and valid communications from our hiring team will come from our employees with a ModMed email address (first.lastname@modmed.com). Please check senders’ email addresses carefully.  Additionally, ModMed will not ask you to purchase equipment or supplies as part of your onboarding process. If you are receiving communications as described above, please report them to the FTC website.