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.