Strategic Operations Analyst

Key Skills

Aartificial intelligence, Business Process Management (BPM), Design, Effective communication skills, Operations, Project management

Job Description

Opportunity Overview:

The Strategic Operations Analyst position is a crucial role in our organization as business needs change quickly — in this role you are responsible for performing a full range of activities that will positively impact the organization and contribute to guiding the strategic operations for the company.

The Service Operations team is seeking an experienced, results driven Strategic Operations Analyst to support strategy, process design, planning, implementation and management of new programs including ongoing leadership of specific key initiatives within the Service Operations and Client Success teams. The role is highly collaborative, and you will be expected to create clarity in a complex organizational environment, generate energy through a bias towards action, and deliver results. You will assist in defining Operational Excellence through process and policy design work that drives scale for operations. We need you to be a project manager who tenaciously makes sense of disjointed processes or systems, continually striving for the best possible operational outcomes in a Care and Service Center Operations model. This position is always evolving. We encourage you to be authentic and think about how your strengths and interests align with our mission. You will need to be an agile thinker and able to work in an environment that is in flux. This is a position that offers the ability to make a substantive mark on the organization/operations structure of an up and coming company with exponential growth opportunity.

Last but not least: People who succeed here are empathetic teammates who are candid, kind, caring, and embody our core values and principles. We believe that diverse, inclusive teams make the most impactful work. Cohere is deeply invested in ensuring that we have a supportive, growth-oriented environment that works for everyone.

What you will do:

• Design and execute support for change management/landing plans to ensure inclusive, complete, successful implementation of new processes, programs and pilots
• Creation of process flows, Policies & Procedures, Job Aides playbooks and training material
• Responsible for driving several work types across cross functional areas within Service Operations, leading the team members involved and able to clearly articulate a path forward and quickly align multiple parties, who will often have different priorities to achieve the needed results to support the business
• Risk remediation and opportunity identification with strong emphasis on solutions
• Perform adhoc strategy, research, modeling and analytics on projects to help guide decision making in an ever evolving business model
• Partner across the organization on an as needed basis to ideate, execute and perform data analysis on user experience utilizing an Operations viewpoint
• Build and cultivate relationships with cross-functional teams within the organization
• Develop high quality decks and presentation materials for presentation to leadership on an as needed basis
• Anticipate bottlenecks, provide management escalation, prioritize and execute projects, balance business needs vs. technical constraints, ensure quality, and assist in driving results

Your background & requirements:

• Prior experience in strategic technology solutions: A strong preference will be given to candidates with a demonstrated track record in strategic technology solutions, particularly in areas related to artificial intelligence (AI) and automation. Experience with implementing and managing AI-driven projects or automating processes is highly desirable. Please highlight your relevant experience in your application
• Strong operations, execution-oriented strategic business administrator who is as comfortable in the ideation phase as they are in the implementation phase
• Strong communication skills, able to take unstructured information and structure it
• Ability to work and generate clarity in complex and ambiguous situations while responding to time sensitive situations with grace
• Have demonstrated success and experience in large scale change management, process design, and/or business management roles
• Ability to work cross functionally across remote teams
• Ability to understand the business needs and create practical solutions to execute operational strategies that support those needs
• Intellectual curiosity with a strong desire to understand a problem and work it to a viable solution
• Strong analytical skill working with datasets and being able to synthesize different sources of data to draw actionable insights that drive business outcomes.
• 5+ Years Operations experience in a Contact Center/Production environment
• 3+ Years of applicable Business Management/Project Management experience
• Project management – including defining project plans, assigning work streams, defining and measuring against launch goals, resource assessment, decision making and reporting
• Proficient in Lucid Charts (Excellence in Vizio can be substituted here)
• Proficient in G suite applications
• Creation of reporting materials, training guides, etc, that breaks complex processes and information into understandable and relatable terms
• Proficient in developing presentations that tell a complete story
• Passionate about continuous process improvement, always actively seeking out practical solutions to challenging business problems
• Thrive in a fast paced, self directed environment
• You understand that this position is very fluid and the term “not my job” doesn’t exist

We can’t wait to learn more about you and meet you at Cohere Health!

Equal Opportunity Statement:

Cohere Health is an Equal Opportunity Employer. We are committed to fostering an environment of mutual respect where equal employment opportunities are available to all. To us, it’s personal.

The salary range for this position is $55,000 to $75,000 annually; as part of a total benefits package which includes health insurance, 401k and bonus. In accordance with state applicable laws, Cohere is required to provide a reasonable estimate of the compensation range for this role. Individual pay decisions are ultimately based on a number of factors, including but not limited to qualifications for the role, experience level, skillset, and internal alignment.