Operations Analyst

Are you looking for a high energy strategic and fast-paced position as a Operations Analyst Join Relias the company changing lives throughout the world by helping healthcare organizations improve their clinical and financial outcomes!

For 11000 health care and human service organizations Relias helps clients deliver better clinical and financial outcomes by elevating the performance of teams. We help organizations across the continuum of care get better at maintaining compliance developing staff and promoting consistent high-quality care. Our platform employs assessments to reveal specific gaps in skills and addresses them with personalized and engaging learning choosing from 7000 online courses that meet accrediting board state and federal requirements. We are passionate about our products and our clients; what we deliver and the impact we have on the world is truly something you can be proud to represent. Join us and make a difference.

WHAT CAN RELIAS OFFER YOU

• Fantastic health and wellness benefits package including an outstanding 401k match a flexible PTO program and a generous and inclusive parental leave policy. Additionally Relias pays for the employee portion of the monthly healthcare premium!
• Flexible work environment with onsite and work from home options you choose when you want to come into the office!
• Active Employee Resource Groups open to all employees!
• Comprehensive onboarding program a great introduction to our company customers and culture!
• Growth and career advancement opportunities!
  • 20% annual employee promotion and transfer rate
  • Multiple development program options leadership development professional development curriculums and Nanodegree options in both technology and data science
  • Professional development gained from conference attendance and participation in organizations like NC Tech
  • Onsite 321 Coffee Shop providing free coffee and pastries to employees

The Operations Analyst manages Client Cares technical tools to maximize efforts with AI automation and self-service. They will focus on the creation and execution of our Digital Engagement strategy through the creation of complex digital customer journeys and drive process optimization across client-facing teams.

WHAT YOULL BE DOING

• Manage and administrate enterprise operational tools (e.g. Pendo SFDC Relias Connect etc.) to strategize build manage and maintain complex digital customer journeys and automated outreaches.
• Collaborate with internal teams to identify pain points in the client experience and run and analyze reports to determine where automation or digital intervention is needed and the impact existing automation has had on metrics.
• Collaborate with management on research and identification of potential new tools efficacy of current tools and involvement in kickoff/implementation of new tools
• Other duties as assigned

COMPETENCIES

• CRM Tool Management - proficiency in utilizing CRM tools to manage clients track interactions maintain accurate records encompassing all data processes and workflows to complete job duties and serve as a central repository for information that supports sales marketing customer service and other customer-facing functions
• Communication - skills and abilities necessary to effectively convey and exchange information ideas and feelings between individuals or groups using various verbal and non-verbal methods to deliver messages clearly accurately and appropriately while also actively listening and understanding the messages received
• Relias Product Knowledge - The ability to understand apply and communicate comprehensive knowledge of Relias products services and solutions. This includes familiarity with the features functionality processes and benefits of offerings as well as how they align with customer needs and organizational goals. The operations analyst demonstrates expertise by leveraging this knowledge to analyze processes identify opportunities for improvement and support decision-making. They actively stay informed about updates changes and trends related to the product portfolio and use this insight to provide accurate information solve challenges and contribute to strategic initiatives.
• Problem-solving - The ability to identify analyze and resolve complex issues by applying critical thinking and sound judgment. This includes gathering and evaluating relevant information exploring alternative solutions and making well-informed effective decisions to address challenges. The operations analyst demonstrates a structured solution-oriented approach by breaking down problems into manageable components anticipating potential obstacles and implementing practical efficient strategies to achieve desired outcomes.
• Collaboration - The ability to work effectively and inclusively with others to achieve shared goals and foster a positive team environment. This includes building and maintaining strong working relationships actively listening to diverse perspectives and contributing to a culture of trust respect and open communication. The operations analyst demonstrates teamwork by sharing knowledge supporting colleagues and leveraging individual strengths to drive collective success. They value diverse viewpoints resolve conflicts constructively and maintain a solutions-focused attitude to ensure alignment and progress within the team and across departments.
• Time-management - The ability to prioritize plan and execute tasks efficiently to meet deadlines and achieve goals. This includes effectively managing workload allocating time to high-impact activities and maintaining focus in order to balance multiple priorities in a fast-paced environment. The operations analyst demonstrates organization attention to detail and proactive planning by setting clear objectives breaking projects into manageable steps and monitoring progress to ensure timely completion.
• Adaptability - The ability to adjust effectively to changing circumstances priorities and demands in a dynamic work environment. This includes being open to new ideas learning from experiences and modifying approaches to meet evolving business needs. The operations analyst demonstrates flexibility by maintaining focus problem-solving and delivering results even under ambiguity or shifting priorities. They exhibit resilience a proactive attitude toward change and a willingness to embrace innovation and continuous improvement.

EXPERIENCE REQUIRED (MINIMUM REQUIRED)

• 3 years of experience in an Operations or Customer Success environment OR 3 years of experience as an Operations Specialist or equivalent relevant job role

EDUCATION REQUIRED (MINIMUM REQUIRED)

• Bachelors degree in business communication hospitality computer science

EXPERIENCE/EDUCATION PREFERRED

• Previous SaaS experience
• Previous experience with SFDC
• Previous experience with Gainsight Pendo or other digital adoption tools
• Experience managing multiple projects simultaneously
• Experience learning new digital adoption tools
• Experience implementing new digital adoption tools
• Experience creating complex digital customer journeys

Relias is an Equal Opportunity Employer and a Drug-Free workplace

IN OFFICE REQUIREMENT:

Relias values collaboration and wants to ensure that our team members have opportunities to work with their teams regularly for professional development opportunities. Our flexible hybrid work environment requires that you live in the state of North Carolina within a commutable distance to our office (1-hour commute). You would be expected to work in our Morrisville NC Headquarters approximately 30 days/quarter.

Company:Relias LLC

Country:United States of America

State/Region:North Carolina

City: Morrisville

Postal Code:27560

Job ID:280735