Senior Analyst, Client Experience & Operations - Mars Veterinary Health

Banfield Pet Hospital • Tampa, CA

13h • Onsite

About The Position

Mars Veterinary Health is building a unified Client Experience and Operations model to support a network of more than 2,000 veterinary practices. As part of this transformation, the Senior Analyst, Client Experience & Operations will serve as a critical link between strategy and execution—ensuring priorities translate into action, pilots deliver measurable results, and insights drive decision-making. This position acts as an extension of the Director of Client Experience & Operations, helping to coordinate initiatives across Inbound, Outbound, Virtual Care, and Operations functions. The Senior Analyst will track progress, surface risks, connect data to execution, and ensure that pilots, programs, and new capabilities are implemented with clarity and discipline. The role combines analytical rigor with operational ownership—bringing structure to ambiguity, maintaining momentum across initiatives, and helping scale what works. It is ideal for a highly resourceful, detail-oriented operator who can move between data, strategy, and execution while keeping teams aligned and accountable.

Requirements

• Bachelor’s degree in Business, Analytics, Economics, Data Science, Operations, or related field
• 4–7 years of experience in analytics, operations, consulting, or customer experience roles with increasing responsibility
• Experience supporting cross-functional initiatives, programs, or transformations in complex organizations
• Demonstrated ability to translate strategy into execution, including tracking initiatives, managing dependencies, and driving follow-through
• Experience working with data to generate insights and support decision-making, including performance tracking and reporting
• Structured Problem Solving: Able to break down ambiguous problems and create clear, actionable plans
• Execution Discipline: Strong follow-through, organization, and ability to manage multiple priorities without losing detail
• Analytical Fluency: Comfortable working with data across multiple systems; able to synthesize insights into clear narratives
• Influence & Communication: Able to work across teams, align stakeholders, and communicate clearly at all levels
• Resourcefulness: Finds answers, connects dots, and moves work forward without waiting for perfect inputs or direction.

Nice To Haves

• Data and project coordination experience preferred
• Clinical (Vet Tech) Experience preferred
• Exposure to pilot programs, test-and-learn environments, or continuous improvement initiatives preferred
• Experience in healthcare, veterinary services, multi-site retail, or other service-based industries preferred
• Familiarity with SQL, C++, Python, data querying, or working with large datasets preferred
• Exposure to CRM/contact center platforms and operational data environments a plus

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.
• Support scaling decisions by documenting outcomes, lessons learned, and operational requirements for broader deployment.
• Pull and synthesize data from multiple systems and teams 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 (e.g., product, pricing, system updates) 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, enabling focus on strategic priorities by managing day-to-day coordination and detail.

Benefits

• Competitive salary with paid time off & holidays
• Medical, dental, and 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).
• A Variety of discounts including Mars, PetSmart, Royal Canin, fitness, cellular and so much more.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior