Senior Analyst, Process

Role Overview

• Act as the Subject Matter Expert (SME) for Service Operation’s Call Analytics platform, overseeing its implementation, configuration, and ongoing management to ensure maximum ROI in partnership with Sr. Manager
• Analyze call transcripts, sentiment data, and trend reports, and established KPI’s to identify specific process gaps, compliance risks, and operational inefficiencies
• Lead and coordinate more complex, cross-functional analysis and project work, using structured project management approaches to identify root causes and resolutions
• Develop and maintain reports for leadership; respond to ad hoc data requests to support operational and executive decision-making
• Maintain the analytics knowledgebase; provide continuous recommendations for updating process steps and workflow documentation to ensure all call analytics insights are referencing the most accurate and up to date material
• Assist Sr. Manager to translate complex call data into actionable process improvement roadmaps; present findings to team leads and stakeholders to drive behavioral or systemic changes
• Investigate and resolve data discrepancies between the call analytics software and other reporting tools to ensure a "single source of truth”
• Support executive decision-making by performing deep-dive analyses on specific call types, campaigns, or member interactions
• Manage platform access, license rosters, and vendor relationship to ensure all platform functions are working as intended and data is reliable
• Other duties, as assigned

Requirements

• 3 to 5+ years of experience in data analysis, reporting, or business intelligence roles
• Demonstrated proficiency with reporting tools
• Preferred experience leveraging generative AI tools to accelerate data analysis, automate documentation, or streamline process mapping
• Experience working with cross-functional teams and senior leadership
• Solid background in project management, ideally with experience leading analytical or systems-related initiatives
• Strong communication and stakeholder engagement skills
• Analytical and strategic thinker who is intellectually curious
• Strong written and verbal communication skills
• Self-starter, able to drive initiatives with multiple stakeholders from beginning to end
• Demonstrated attention to detail and experience leveraging problem solving
• Quick learner comfortable with a high level of ambiguity
• Strong accountability and discipline against timelines and deliverables
• Interest, experience, and/or passion for healthcare and value-based care
• US work authorization
• Someone who embodies being “Oaky”

Benefits

• Health insurance
• Dental benefits
• Vision coverage
• Paid time off
• Retirement savings options
• Wellness programs
• 401K match with immediate vesting