Customer Operations Analyst
The GoHealth Customer Engagement team interacts with hundreds of thousands of GoHealth members with the goal of improving member experience and satisfaction with products purchased from GoHealth. We are looking for a Customer Operations Analyst, who is a team player, driven, and highly analytical. Reporting to the Retention and Analytics Manager, you will be a key driver of Sales and Telecare performance improvement for the Customer Operations department, as well as the entire company.
Due to the unprecedented situation of COVID-19, GoHealth has decided to protect our current and future employees by managing our business remotely. This is inclusive of interviewing, onboarding and each role day-to-day. Please consider that our roles will not be remote long-term and will return to an office setting once we're safe to do so following the guidance of local health authorities’ and the CDC.
Responsibilities:
- Gather and analyze data, formulate and test hypotheses, synthesize findings, and develop go-forward plans aimed at increasing customer retention
- Collaborate with members of the marketing, sales, technology, and advanced analytics teams to identify areas for improvement and drive metric improvement
- Consistently look for ways to use the sales and customer engagement data to improve company operations
- Create recurring and ad hoc reports, and work closely with team leaders to improve Sales and Telecare practices by analyzing the data
- Introduce and manage change within the team, especially as it relates to process improvement
Skills & Experience:
- Expert at project management, able to independently manage multiple projects at various stages at one time
- A “love” for data – ability to manipulate data and use metrics to drive business results
- Must be comfortable with pivoting quickly with changing requirements and priorities
- Strong analytical, problem solving, and multi-tasking skills
- Strong communication skills and experience with working cross-functionally across various teams
- Must be comfortable with pivoting quickly with changing requirements and priorities
Benefits and Perks:
- Open vacation policy
- 401k program with company match
- Medical, dental, vision, and life insurance benefits
- Flexible spending accounts
- Commuter and transit benefits
- Professional growth opportunities
- Casual dress code
- Generous employee referral bonuses
- Happy hours, ping-pong tournaments, and more company-sponsored events
- Subsidized gym memberships
- GoHealth is an Equal Opportunity Employer
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