[Remote] Senior Analyst, Client Experience & Operations - Mars Veterinary Health

Note: The job is a remote job and is open to candidates in USA. Banfield Pet Hospital, as part of the Mars Petcare family, is a global network of veterinary practices committed to making a positive impact on people, pets, and the planet. The Senior Analyst, Client Experience & Operations will play a key role in translating strategy into execution, coordinating initiatives across various functions, and ensuring that data-driven insights inform decision-making.

Responsibilities

• Translate strategic priorities into clear actions, timelines, and deliverables across Inbound, Outbound, Virtual Care, and Operations teams
• Track execution against key initiatives, ensuring alignment, accountability, and forward progress across functions
• Identify gaps, risks, and dependencies early, escalating and resolving issues to maintain momentum
• Coordinate and track pilot programs across markets and functions, ensuring clear hypotheses, success metrics, and execution plans
• Monitor pilot performance, synthesize results, and translate findings into actionable recommendations
• Support scaling decisions by documenting outcomes, lessons learned, and operational requirements for broader deployment
• Pull and synthesize data from multiple systems and teams to create a clear view of performance across initiatives
• Develop concise reporting, dashboards, and executive-ready materials that connect data to business impact
• Conduct targeted analyses to support decision-making, including trend identification, root-cause analysis, and opportunity sizing
• Act as a central coordination point across functions, ensuring initiatives are sequenced, communicated, and executed effectively
• Support planning, testing, and rollout of new tools, processes, and workflows in partnership with Operations and Technology teams
• Maintain visibility into external and internal changes (e.g., product, pricing, system updates) and ensure alignment with contact center execution
• Develop clear, structured communications, presentations, and documentation to support leadership alignment and decision-making
• Follow up on key actions, decisions, and commitments across the leadership team to ensure execution discipline
• Serve as a trusted partner to the Director, enabling focus on strategic priorities by managing day-to-day coordination and detail

Skills

• Bachelor's degree in Business, Analytics, Economics, Data Science, Operations, or related field
• 4–7 years of experience in analytics, operations, consulting, or customer experience roles with increasing responsibility
• Experience supporting cross-functional initiatives, programs, or transformations in complex organizations
• Demonstrated ability to translate strategy into execution, including tracking initiatives, managing dependencies, and driving follow-through
• Experience working with data to generate insights and support decision-making, including performance tracking and reporting
• Structured Problem Solving: Able to break down ambiguous problems and create clear, actionable plans
• Execution Discipline: Strong follow-through, organization, and ability to manage multiple priorities without losing detail
• Analytical Fluency: Comfortable working with data across multiple systems; able to synthesize insights into clear narratives
• Influence & Communication: Able to work across teams, align stakeholders, and communicate clearly at all levels
• Resourcefulness: Finds answers, connects dots, and moves work forward without waiting for perfect inputs or direction
• Data and project coordination experience
• Clinical (Vet Tech) Experience
• Exposure to pilot programs, test-and-learn environments, or continuous improvement initiatives
• Experience in healthcare, veterinary services, multi-site retail, or other service-based industries
• Experience with Excel and data visualization tools (e.g., Power BI, Tableau)
• Familiarity with SQL, C++, Python, data querying, or working with large datasets
• Exposure to CRM/contact center platforms and operational data environments

Benefits

• Competitive salary with paid time off & holidays so you can spend time with the people you love.
• Medical, dental, and vision insurance for you and your loved ones.
• Fertility and family-building assistance.
• Paid Parental leave.
• Practice Paid Basic Life Insurance.
• Practice Paid Short- and Long-Term Disability.
• Automatic enrollment 401(k) Savings Plan after 60 days of employment with generous company match.
• Commuter Benefits.
• Legal Plan.
• Health Savings Account & Flexible Spending Account.
• Mental health support and resources.
• Paid Volunteering.
• Optimum Wellness Plans® for up to three pets.
• Continuing Education allowance & MED hours for eligible positions.
• Student Debt Relief (for full-time DVMs).
• A Variety of discounts including Mars, PetSmart, Royal Canin, fitness, cellular and so much more.

Company Overview

Company H1B Sponsorship