Senior Customer Operations Analyst

Hazel Health is the nation's largest virtual provider of school-based healthcare services, and has been recognized by Fast Company as “one of the world’s most innovative places to work” in 2023. 

By partnering with districts and health plans across the country, Hazel transforms schools into the most accessible front door to physical and mental healthcare. Today, Hazel's diverse team of licensed providers deliver therapy and medical services virtually (in school or at home) to over four million K-12 students — regardless of their insurance status or ability to pay. Hazel aims to remove all barriers to the mental and physical health care that children need to thrive: in school, at home, and in life.

Helping students and their families feel better takes a team of smart, dedicated people. As an integral member of the Hazel team, you will

• Make an Impact: Work with a team that is increasing equitable access to quality health care experiences for students and their families.
• Enable Scale: Work with a team that is building and professionalizing a high growth high impact social enterprise.
• Feel Valued: Work with a team that is being compensated competitively, developed professionally, and celebrated frequently for making a meaningful difference.

Check us out at Hazel Health Careers. 

The Role:

The Senior Customer Operations Analyst will drive in-depth analysis of current processes to identify and quantify efficiency improvements. This role will provide actionable insights through rigorous data analyses and is responsible for establishing and optimizing a robust performance management system for the centralized operations team, balancing operational efficiency with an excellent customer experience.

Location: Fully Remote

What You’ll Do:

• Regularly assess effectiveness of operational processes to drive initiatives 
• Maintain an end-to-end process map of the department’s current state, inclusive of current systems and cross-team dependencies and workflows
• Identify bottlenecks, redundancies and areas where automation or re-engineering can drive efficiencies
• Prepare a gap analysis to identify gaps within the workflows, processes and system functionality
• Partner with the Data & Analytics team to establish mechanisms to bring operational data into BI (Business Intelligence) tools
• Identification and prioritization of initiatives
• Analyze process performance data to identify areas with the highest potential for improvement
• Develop detailed business cases for proposed initiatives, including cost-benefit analyses and risk assessments
• Prioritize initiatives based on impact, feasibility and alignment with overall transformation strategy
• Create dashboards, KPI reports and performance metrics
• Refine and implement performance management frameworks that ensure individual and team accountability
• Collaborate with Data & Analytics to refine existing dashboards that allow for more real-time tracking and predictive analytics, as opposed to viewing performance in the rears
• Conduct trend analysis and identify root cause on process performance issues
• Prepare regular summaries and insights, identifying areas of opportunity
• Collaborate with Operations leaders to design and implement operational improvements
• Identify and support continuous process optimization by tracking performance and recommending iterative changes
• Monitor the implementation of process changes and track their impact over time
• Establish a feedback loop with Operations leaders to capture lessons learned and drive ongoing improvements
• Assist in the development of change management communications and training materials related to process improvements
• Ensure accuracy, integrity and completeness of all data and analytical outputs
• Act as a liaison between Operations leaders and Data & Analytics teams to ensure data-driven recommendations are understood and actionable
• Maintain a lens of operational excellence to ensure quality and the customer experience is not compromised

What Excites Us:

• Data-driven decision making: ensure every initiative is grounded in robust data analysis and measurable insights
• Continuous improvement: embrace a mindset of relentless process optimization and iterative learning
• Change leadership: actively champion change management to guide smooth transitions and high adoption 
• Collaborative partnership: foster cross-functional collaboration and open communication with Operations stakeholders, as well across the organization
• Accountability and transparency: establish clear performance metrics, ensuring teammates and teams are accountable for achieving key operational KPIs
• Innovation and agility: promote a culture that values creative problem-solving, flexibility and the rapid adoption of new processes
• Technical excellence: maintain a high standard of technical aptitude
• Background and experience: 
• You have 3-5 years of experience in a similar role at a fast-paced start-up or high-growth organization
• You come to this role with prior data and analytics experience; education or tech-ed experience a plus

If you’re excited about this role but your past experience doesn’t align with every qualification in the job description, we encourage you to apply anyway.

Total compensation for this role is market competitive, with a base salary range of $90,000 - $105,000, annual performance bonus eligibility, stock options, a 401k match, healthcare coverage, paid time off, and a broad range of other benefits and perks. Review our benefits at Hazel Health Benefits.

We believe talent is everywhere, and so is opportunity. While we have a physical office in Dallas, we have embraced working remotely throughout the United States. While some roles may require proximity to our Dallas office, remote roles can sit in any of the following states: AZ, CA, CO, DC, DE, FL, GA, HI, IA, IL, ME, MD, MA, MI, MO, NE, NV, NJ, NM, NY, NC, OR, PA, RI, SC, TN, TX, VT, VA, WA and WI. Please only apply if you live and work full-time in one of the states listed above or plan to relocate to one of these states before starting your employment with Hazel. State locations and specifics are subject to change as our hiring requirements shift.

We are committed to creating a diverse, inclusive and equitable workplace. Hazel Health values the minds, experiences and perspectives of people from all walks of life. We are proud to value diversity and be an equal opportunity employer. Hazel will consider qualified applicants with an arrest or conviction record for employment in accordance with state and local laws and "fair chance" ordinances. For all Hazel positions, a criminal background check is required following a contingent offer of employment. Learn more about working with us at Hazel Health Life.