Patient Care Operations Analyst

Accountabilities:: Monitor global Salesforce case operations, including routing, queues, and case-reason classifications, identifying issues before they affect patient support or local teams. Collaborate with regional managers across Latin America, Spain, and Europe to understand market-specific challenges and identify operational improvement opportunities. Translate operational findings into clear, prioritized requests supported by evidence, business impact, and recommended solutions. Coordinate with internal stakeholders and global Salesforce teams to drive system improvements and resolve recurring operational issues. Document and standardize operational processes across markets while accounting for local requirements and differences. Monitor the performance of AI-powered case-reply tools and automations, identify regressions, and recommend data-backed improvements. Support local teams in adopting new automations, gathering feedback, and identifying opportunities to improve usability and effectiveness. Use SQL, AI-powered analytical tools, and data connectors to investigate operational questions and generate actionable insights. Analyze and prioritize business challenges, communicate recommendations clearly, and constructively challenge existing approaches when needed. Maintain existing Superset dashboards and develop additional dashboards to support operational analysis and decision-making. Requirements: 2–5 years of experience in Operations, Strategy Operations, Sales Operations, Revenue Operations (RevOps), or Data Analysis. Understanding of product and business dynamics, with the ability to connect operational performance to broader business objectives. Working knowledge of SQL, including joins and aggregations. Experience navigating Salesforce Service Cloud and Superset or comparable business intelligence tools. Strong analytical and critical-thinking skills, with the ability to identify problems, interpret data, and develop practical recommendations. Excellent written and spoken English, with the ability to communicate complex findings through structured and persuasive business cases. Strong stakeholder management and communication skills, particularly when collaborating with regional and international teams. Proactive, results-oriented mindset, with the ability to complete smaller tasks efficiently while driving larger initiatives through to completion. Ability to work independently, prioritize competing demands, and take ownership of operational improvements. Nice to have: Previous experience in customer support or patient care operations. Spanish language proficiency. Experience working with AI-powered tools, workflow automation, or operational data analysis. Benefits: Fully remote work arrangement, with access to office hubs if preferred. Flexible working hours, with an emphasis on results rather than rigid schedules. Healthcare insurance. Wellness benefits, including gym memberships and mental health support. Paid time off, including vacation and birthday leave. Local benefits depending on location, such as meal vouchers, transportation allowances, and extended parental leave. Professional development and career growth opportunities. Opportunities to participate in cross-functional projects and explore new career paths. Collaboration with an international, diverse, and inclusive team. No visa sponsorship is available; candidates must already have the legal right to work in their country of residence or the role's location.