Senior Customer Operations Analyst, Hazel Health
$90-105k
+ Annual performance bonus + Stock options
More information about location
Remote physical and mental healthcare for K-12 students
Posted today
Remote physical and mental healthcare for K-12 students
201-500 employees
Posted today
$90-105k
+ Annual performance bonus + Stock options
More information about location
201-500 employees
Company mission
To transform children's access to health care.
Role
Who you are
- 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
- Technical excellence: maintain a high standard of technical aptitude
- 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
What the job involves
- 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
- 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
- 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
- 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
- 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
- Data-driven decision making: ensure every initiative is grounded in robust data analysis and measurable insights
- 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
Our take
Hazel Health aims to improve access to healthcare services for students, by making it possible for them to locate practitioners rapidly. The company has also assembled an array of experience in a variety of pediatric fields. As a result of this, Hazel Health has become the largest telehealth provider for K-12 schools, currently operating across over 14 states.
This is massively important at a time when the global telehealth market is projected to reach $560B by 2027. Hazel Health is well-placed to grow, having established a fertile demographic that makes it stand out from such rivals as Xiaowei Technology, Mikitsune, Hoop and Habyts.
Currently, Hazel Health provides healthcare access to over 1.5M children across the US, with the goal of providing for 78M students. While its an ambitious goal, the company is making exciting progress by focusing on strategic partnerships to drive its expansion and meet its goal.
Steph
Company Specialist at Welcome to the Jungle
Insights
113% employee growth in 12 months
Company
Funding (last 2 of 3 rounds)
Jun 2024
$1.5m
LATE VC
Oct 2022
$51.5m
SERIES C
Total funding: $86.5m
Company benefits
- Healcare coverage: Medial, dental, an vision plans (100% covered options)
- Financial wellness: 401(k) match of up ot 4% to build retirement savings
- Paid parental leave: Paid leave for new parents and a supprotive return-to-work plan
- Continuing education & development: malpractice insurance and CEU/CME coverage for part-time and full-time clinicians
- Wellness benefits: Access to subscriptions such as Headspace, Gympass and SPot
- Work-life alignment; Valuable time outside of work is essential to our team members' health and wellbeing
Company HQ
Yerba Buena, San Francisco, CA
Leadership
Nick Woods
(Co-Founder & CTO)Previously an iOS Engineer and Senior Software Engineer/Architect at Apple. They also spent time at SEVEN Networks, Pivia, Actuate, Silicon Graphics, and Media Architects as a Software Engineer.
Josh Golomb
(Co-Founder & CEO)Former Consultant at Bain & Company, President at DaVita Rx, and CEO at Paladina Health.
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