Sr. Business Operations Analyst, Customer Success

ModMed is a healthcare technology company focused on reimagining the healthcare experience with an AI-enabled cloud platform. The Sr. Business Operations Analyst will be responsible for defining reporting frameworks, delivering strategic insights, and conducting advanced data analysis to support Customer Success leadership in decision-making.

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
• 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
• 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
• 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
• 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

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
• ChurnZero experience