ModMed

Senior Business Operations Analyst, Customer Success

ModMed

full-time

Posted on:

Location Type: Remote

Location: United States

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Job Level

Senior

About the role

  • 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.
  • 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.
  • 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.
  • Present findings and recommendations to Customer Success leadership.

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.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
reporting frameworksanalytical approacheskey performance indicatorsanalytical modelsdata analysismetrics developmentdashboard designoperational metricsdata interpretationbusiness improvement
Soft Skills
leadershipproject managementorganizational skillsattention to detailinterpersonal skillscommunication skillscollaborationproactive mindsettime managementproblem-solving