Note: The job is a remote job and is open to candidates in USA. ModMed is a healthcare technology company that provides an AI-enabled, specialty-specific cloud platform. The Manager, CS Operations Reporting & Analytics leads a team delivering reporting, dashboards, and analytics for Customer Success, while partnering with leadership to improve operational efficiency and performance.
Responsibilities
- Oversee analysts who design, develop, and deliver operational reporting, dashboards, and analytics that support Customer Success leadership
- Ensure operational metrics and reporting frameworks provide visibility into CS performance
- Oversee development of dashboards and reports using systems such as Salesforce, BI tools, and operational data platforms
- Ensure timely delivery of recurring KPI reporting and analytical insights
- Validate reporting accuracy and data integrity
- Manage and develop a team of Business Operations Analysts responsible for CS reporting and analytics
- Provide guidance and prioritization for analytics projects and reporting initiatives
- Coach analysts on analytical techniques, reporting best practices, and stakeholder engagement
- Support professional development and performance management of analysts
- Ensure team workload is aligned to organizational priorities
- Partner with Customer Success leadership and operational teams to translate business needs into reporting and analytics solutions
- Work with CS Operations, Professional Services, Account Management, and Support leadership to define reporting needs
- Translate operational questions into analytical requirements
- Ensure reporting solutions support operational decision-making and performance management
- Improve reporting processes, operational metrics, and analytics capabilities
- Identify opportunities to improve reporting automation and reporting workflows
- Standardize KPI definitions and reporting methodologies
- Ensure reporting processes support operational scaling
- Communicate reporting results and operational insights to leadership
- Present reporting outputs and trends to CS leadership
- Provide insights and recommendations based on operational data
- Ensure leaders understand the meaning and implications of performance metrics
Skills
- Bachelor's degree (Management Information Systems, Business Administration, Economics, Finance, Statistics)
- 5+ years of experience in analytics, reporting, or operations analysis and at least 2 years of management experience
- Advanced skills in Salesforce, Microsoft Excel or Google Sheets (Logical formulas, Lookups, Pivot Tables)
- Experience with BI tools such as Power BI, Domo, and Databricks
- Experience working in SaaS or technology organizations
- Experience supporting Customer Success or services organizations
- Masters is a plus but not required
Benefits
- Comprehensive medical, dental, and vision benefits, including a company Health Savings Account contribution
- 401(k): ModMed provides a matching contribution each payday of 50% of your contribution deferred on up to 6% of your compensation. After one year of employment with ModMed, 100% of any matching contribution you receive is yours to keep.
- Generous Paid Time Off and Paid Parental Leave programs
- Company paid Life and Disability benefits, Flexible Spending Account, and Employee Assistance Programs
- Company-sponsored Business Resource & Special Interest Groups that provide engaged and supportive communities within ModMed
- Professional development opportunities, including tuition reimbursement programs and unlimited access to LinkedIn Learning
- Global presence and in-person collaboration opportunities
- Dog-friendly HQ (US)
- Hybrid office-based roles and remote availability for some roles
- Weekly catered breakfast and lunch, treadmill workstations, Zen, and wellness rooms within our BRIC headquarters
Company Overview
Company H1B Sponsorship