Senior Analyst, Client Experience & Operations

🔥 0 minutes ago

🏄 California, Florida, +1 more states – Remote

🏄 California – Remote 🐊 Florida – Remote ☕ Washington – Remote

💵 $103.6k - $161.9k / year

⏰ Full Time

🟠 Senior

⚙️ Operations

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Banfield Pet Hospital

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1955

⚕️ Healthcare Insurance

🧘 Wellness

Healthcare Insurance • Wellness

Banfield Pet Hospital is a provider of veterinary and pet care services, focusing on ensuring pet wellness through preventive care plans known as Optimum Wellness Plans. These plans offer monitoring, vaccines, exams, diagnostic tests, and more for various pets including dogs and cats. The company emphasizes convenience and access, providing services such as virtual pet care and Pet Chat™ for 24/7 advice from veterinary professionals. Additionally, Banfield is committed to community involvement and improving pet health access through the Banfield Foundation. As a part of Mars, Incorporated, Banfield offers numerous locations and comprehensive pet care services, supported by a dedicated team of veterinary professionals.

📋 Description

• Translate strategic priorities into clear actions, timelines, and deliverables across Inbound, Outbound, Virtual Care, and Operations teams. • Track execution against key initiatives, ensuring alignment, accountability, and forward progress across functions. • Identify gaps, risks, and dependencies early, escalating and resolving issues to maintain momentum. • Coordinate and track pilot programs across markets and functions, ensuring clear hypotheses, success metrics, and execution plans. • Monitor pilot performance, synthesize results, and translate findings into actionable recommendations. • Support scaling decisions by documenting outcomes, lessons learned, and operational requirements for broader deployment. • Pull and synthesize data from multiple systems and teams to create a clear view of performance across initiatives. • Develop concise reporting, dashboards, and executive-ready materials that connect data to business impact. • Conduct targeted analyses to support decision-making, including trend identification, root-cause analysis, and opportunity sizing. • Act as a central coordination point across functions, ensuring initiatives are sequenced, communicated, and executed effectively. • Support planning, testing, and rollout of new tools, processes, and workflows in partnership with Operations and Technology teams. • Maintain visibility into external and internal changes (e.g., product, pricing, system updates) and ensure alignment with contact center execution. • Develop clear, structured communications, presentations, and documentation to support leadership alignment and decision-making. • Follow up on key actions, decisions, and commitments across the leadership team to ensure execution discipline. • Serve as a trusted partner to the Director, enabling focus on strategic priorities by managing day-to-day coordination and detail.

🎯 Requirements

• Bachelor’s degree in Business, Analytics, Economics, Data Science, Operations, or related field • Data and project coordination experience preferred • Clinical (Vet Tech) Experience preferred • 4–7 years of experience in analytics, operations, consulting, or customer experience roles with increasing responsibility • Experience supporting cross-functional initiatives, programs, or transformations in complex organizations • Demonstrated ability to translate strategy into execution, including tracking initiatives, managing dependencies, and driving follow-through • Experience working with data to generate insights and support decision-making, including performance tracking and reporting • Exposure to pilot programs, test-and-learn environments, or continuous improvement initiatives preferred • Experience in healthcare, veterinary services, multi-site retail, or other service-based industries preferred • Experience with Excel and data visualization tools (e.g., Power BI, Tableau) • Familiarity with SQL, C++, Python, data querying, or working with large datasets preferred • Exposure to CRM/contact center platforms and operational data environments a plus • Structured Problem Solving: Able to break down ambiguous problems and create clear, actionable plans • Execution Discipline: Strong follow-through, organization, and ability to manage multiple priorities without losing detail • Analytical Fluency: Comfortable working with data across multiple systems; able to synthesize insights into clear narratives • Influence & Communication: Able to work across teams, align stakeholders, and communicate clearly at all levels • Resourcefulness: Finds answers, connects dots, and moves work forward without waiting for perfect inputs or direction.

🏖️ Benefits

• Competitive salary with paid time off & holidays so you can spend time with the people you love. • Medical, dental, and vision insurance for you and your loved ones. • Fertility and family-building assistance. • Paid Parental leave. • Practice Paid Basic Life Insurance. • Practice Paid Short- and Long-Term Disability. • Automatic enrollment 401(k) Savings Plan after 60 days of employment with generous company match. • Commuter Benefits. • Legal Plan. • Health Savings Account & Flexible Spending Account. • Mental health support and resources. • Paid Volunteering. • Optimum Wellness Plans® for up to three pets. • Continuing Education allowance & MED hours for eligible positions. • Student Debt Relief (for full-time DVMs). • A Variety of discounts including Mars, PetSmart, Royal Canin, fitness, cellular and so much more.