Patient Care Operations Analyst

We're looking for a high-energy, execution-focused Analyst to join our Global Patient Care team and power the operations that support 14 countries. This isn't just about monitoring queues; it's about being the engine behind a healthy Salesforce ecosystem and the pioneer of our AI-driven automation strategy. You will bridge the gap between technical infrastructure and local impact, ensuring our global operations are data-backed, automated, and running at peak performance. If you thrive in a high-visibility environment where your work ships daily and directly empowers teams worldwide, we want to talk to you.

How will you make an impact?

Salesforce & Patient Support Operations

• Monitor the health of our global Salesforce case operations (routing, queues, case-reason taxonomy) and catch problems before they affect patients or local teams.

• Work closely with our regional managers (LATAM & Spain, Europe) to understand each market's problems, challenges and improvement opportunities.

• Turn what you find into clear, prioritized requests (problem, evidence, impact), so we can fix it ourselves or take it to the global Salesforce team. Over time, you'll handle that conversation with Salesforce directly.

• Turn recurring operational issues into documented processes that work across markets while respecting each country's local needs.

AI & Automation

• Track how our AI case-reply tools and automations are performing, flag regressions and suggest improvements backed by data.

• Help local teams adopt the automations we build with the Salesforce team, and gather their feedback on what works and what doesn't.

Analysis & Critical Thinking

• Use AI tools (Claude with our data connectors, Data Sage) and SQL to answer operational questions. What matters most is knowing which questions to ask and how to read the answers.

• Identify, analyze and prioritize: turn data into a clear recommendation and defend it, and challenge ours when you think we're missing something.

• Maintain our existing Superset dashboards and build simple ones when your own analysis needs them.

What will help you thrive?

• 2-5 years of experience in Operations, Strategy Ops, Sales Ops, RevOps, or Data Analysis;

• Understanding of product and business dynamics;

• Technical Prowess: You have working SQL skills (joins/aggregations) and can navigate Salesforce Service Cloud and Superset (or similar BI tools).

• Global Communicator: Your English is sharp (written and spoken), and you can distill complex analysis into structured, persuasive business cases.

• Bias to Action: You are a closer. You tackle small tasks the same day and have the grit to drive large initiatives to the finish line.

• Bonus Points: You bring experience in support operations or speak Spanish, adding even more value to our multi-country coordination.

What to Expect from Our Hiring Process

We like to keep things transparent and efficient! Here’s what the process usually looks like (though it might vary slightly depending on the role):

1️⃣ Intro Chat – A first call with our Talent Partner to explore mutual fit around relevant skills, value alignment, and motivation.

2️⃣ Hiring Manager Interview – A deeper conversation about your background, aspirations, and experience with Flavia Soccol and André Mosko as your potential managers in this role. Take this chance to ask anything on your mind—it’s just as much about making sure we’re the right fit for you, too.

3️⃣ Business Case – A take-home exercise incl. a few days' preparation time, designed to understand how you approach real-life problems. You’ll then walk us through your approach in a collaborative discussion with the hiring manager and the team to discuss your thoughts and findings.

4️⃣ References & Offer!

Why You’ll Love It Here

💙 Global Benefits – No matter where you are, you’ll have access to:

- Healthcare insurance – so you can focus on what matters.

- Wellness that works for you – from gym memberships to mental health support, we’ve got you covered.

- Time off that counts – whether it’s a vacation, your birthday, or just a day to recharge, we believe in balance.

📍 Local Perks – Depending on your location, you will be entitled to local benefits like meal vouchers (ticket restaurant), transport allowances, or extended parental leave.