Business Operations Analyst, Customer Success

Modernizing Medicine • Boca Raton, FL

49d

About The Position

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.

Requirements

• Bachelor's Degree is required. Preferred 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.

Nice To Haves

• Master's Degree is preferred with the following areas of study: Management Information Systems, Business Administration, Economics, Finance, Statistics.
• Proficiency with Salesforce, Microsoft Excel/Google Sheets (advanced formulas, lookups, pivot tables), and ChurnZero (preferred).

Responsibilities

• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Ambulatory Health Care Services
• Number of Employees: 1,001-5,000 employees