Sr. Business Operations Analyst, Customer Success

ModMed

8d•Hybrid

About The Position

At ModMed, we’re not just building software—we’re reimagining the healthcare experience. Founded in 2010 by a practicing physician and a successful tech entrepreneur, we took a radically different approach: we hired doctors and taught them how to code. This "for doctors, by doctors" philosophy has allowed us to create an AI-enabled, specialty-specific cloud platform that places patients at the center of care. A Culture of Excellence When you join ModMed, you’re joining an award-winning team recognized for innovation and employee satisfaction. From our global headquarters in Boca Raton Florida, and extensive employee base in Hyderabad India, we are a team of 4,500+ passionate problem-solvers on a mission to increase medical practice success and improve patient outcomes: Consistently ranked as a Top Place to Work 2025 Globee Business Awards: Gold Globee for “Technology Team of the Year” 2025 Black Book Awards: Ranked #1 EHR in 11 Specialties Florida Venture Forum: Venture-Backed Company of the Year We are growing fast, thinking big, and we are just getting started. Ready to modernize medicine with us? Job Description 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.

Requirements

Bachelor’s degree or equivalent - 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 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.

Responsibilities

Lead the design and evolution of reporting frameworks that support Customer Success performance management.
Define and evolve key performance indicators and measurement frameworks for Customer Success operations
Design and oversee dashboards and reporting structures used by Customer Success leadership
Translate complex business questions into analytical frameworks and reporting solutions
Provide leadership-level insights into operational performance, trends, and opportunities
Ensure reporting frameworks scale as the Customer Success organization grows
Conduct deep analytical work to uncover operational insights that drive business improvement.
Analyze complex datasets across multiple systems to identify trends, risks, and performance drivers
Develop analytical models and frameworks to support operational planning
Provide insights that influence operational strategy and performance optimization
Present findings and recommendations to Customer Success leadership
Lead the design and improvement of operational reporting processes.
Define standards and best practices for reporting, data governance, and analytics
Identify opportunities to improve operational metrics, reporting automation, and data workflows
Lead initiatives to improve reporting efficiency and operational visibility
Ensure reporting frameworks support scaling of Customer Success operations
Serve as a key analytics partner across Customer Success and adjacent teams.
Partner with leadership across Customer Success, Operations, Product, and Finance to define reporting needs
Support cross-functional initiatives requiring advanced analytics and operational insights
Provide thought leadership on how data can support strategic initiatives
Provide leadership for analytics initiatives and support the development of other analysts.
Lead complex reporting and analytics projects from design through delivery
Provide guidance and mentorship to Business Operations Analysts
Establish documentation standards and best practices for reporting and analytics assets

Benefits

United States Comprehensive medical, dental, and vision benefits, including a company Health Savings Account contribution
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.