Operations Analyst (Business Intelligence)

Array Behavioral Care is the nation's leading virtual psychiatry and therapy practice, on a mission to transform access to quality behavioral health care. The Operations Analyst will support service delivery performance by analyzing workflows and staffing, turning data into actionable insights to improve operations and inform planning.

Responsibilities:

• Analyze end-to-end workflows to identify bottlenecks, risks, and improvement opportunities
• Recommend changes that improve performance, scalability, and service delivery
• Document and optimize staffing, scheduling, capacity, and demand workflows
• Partner across teams to turn operational questions into measurable analyses and recommendations
• Analyze staffing needs by monitoring demand, availability, performance, and growth
• Evaluate coverage, utilization, and productivity to align capacity with demand
• Build and maintain forecasting and workforce planning models (scenarios, capacity, recommendations)
• Identify gaps between projected demand and resources and propose solutions
• Support planning for volume changes, seasonality, expansion, and constraints
• Partner with Growth/RevOps to define and document core GTM processes (stages, handoffs, closed-loop feedback)
• Build recurring dashboards and reviews that connect commercial performance to operational capacity
• Support CRM improvements (requirements, data quality, adoption). Salesforce is a plus, not required
• Build dashboards, reports, and recurring analyses to monitor performance and key metrics
• Translate data into clear insights for leaders and stakeholders
• Track KPIs (efficiency, coverage, productivity, turnaround time, outcomes) and highlight drivers
• Run ad hoc analyses to support decisions, process changes, and strategic initiatives
• Present findings to technical and non-technical audiences
• Extract and analyze data from multiple systems to support decisions
• Write and maintain SQL queries for data validation, reporting, and analysis
• Use Excel/Power BI (or similar) to build scalable analyses and reporting
• Apply forecasting, trend analysis, root cause analysis, and scenario modeling to solve problems
• Use Python (preferred) or similar tools to automate and enable advanced analysis
• Ensure data accuracy and consistency in all outputs

Requirements:

• Bachelor's degree in a quantitative or business field (e.g., Business, Analytics, Finance, Operations, Economics, Math/Stats) or equivalent experience
• 2+ years in an analytical role (operations, planning, workforce/capacity planning, or process improvement)
• Strong analytical skills: interpret data, identify patterns, and recommend actions
• Advanced Excel and experience building dashboards in Power BI (or similar)
• SQL proficiency for data extraction and analysis
• Strong problem-solving skills in ambiguous environments
• Clear communicator who can present insights to cross-functional stakeholders
• Able to manage multiple priorities in a fast-paced environment
• Healthcare/telehealth or other service-operations experience
• Staffing models, utilization/productivity, scheduling, or demand forecasting experience
• Python for analysis/automation/modeling
• Sales/RevOps exposure (pipeline, funnel, conversion, forecasting)
• Salesforce experience is a plus (reporting/dashboards), not required
• Comfort with evolving business needs and increasing analytical complexity