Sr. Operations Analyst, Marketplace Dynamics

Sr. Operations Analyst, Marketplace Dynamics

​​About the Role:

The Sr. Operations Analyst, Marketplace Dynamics, will sit at the intersection of our Provider Marketplace and Customer Experience teams. This role is pivotal in analyzing and reporting key factors driving staffing, scheduling, and forecasting demand and headcount needs to ensure a balanced marketplace that meets our growing customer demand. 

Reporting to the Sr. Manager of Provider Pay & Operations, you will utilize data to deliver on a singular goal: ensuring every patient gets timely, high-quality healthcare and support. You will help build for scale, enabling our provider and customer experience teams to care for the growing number of patients on the Hims & Hers platform. As a key advisor to the Care Operations leadership team, you will help build the data-driven foundation that powers business decisions at Hims & Hers, from executive-level strategy to day-to-day operational execution.

You Will:

  • Consistently lead complex data analyses and forecasting using tools such as SQL, Looker, or Excel/Google Sheets, uncovering trends and patterns to provide valuable insights into the 'why' behind these trends. 
  • Ensure a balanced marketplace by providing detailed data-driven strategies and actionable recommendations on staffing levels during seasonal variances and other fluctuations in volume. 
  • Track and monitor overall workforce operations, including productivity, engagement, retention, and coverage to identify trends and patterns that impact staffing and demand. 
  • Monitor business performance daily to identify and mitigate issues/opportunities that are highlighted in the data. Work cross-functionally with Product, Customer Support, and Medical Affairs to address those issues and opportunities.
  • Build for scale: Proactively identify, codify, and implement a core platform for data-driven decision-making related to marketplace balance and workforce experience. 

You Have:

  • BS/BA or equivalent, with a focus in analytics, business, economics, or finance (preferred)
  • 5+ years relevant experience in a strategic problem-solving role; prior experience in consulting, analytics, or healthcare operations in a fast-paced, high-growth, and rapidly changing environment, or similar 
  • Quantitative Analysis and Data Modeling: Advanced proficiency in quantitative analysis, data modeling, and forecasting using tools such as Looker, Excel/Google Sheets, and no-code/low-code automation tools. 
  • SQL Proficiency: Extensive experience with SQL, including writing complex queries and extracting data from multiple tables to support data analysis and reporting needs. 
  • Forecasting Expertise: Expert knowledge of forecasting methodologies, preferably in a high-growth DTC company or consumer marketplace, with the ability to anticipate and plan for future volume changes and staffing needs. 
  • Business Acumen: Excellent written and verbal communication skills, with proven experience presenting complex data and insights to senior cross-functional stakeholders clearly and concisely. 

Our Benefits (there are more but here are some highlights):

  • Competitive salary & equity compensation for full-time roles
  • Unlimited PTO, company holidays, and quarterly mental health days
  • Comprehensive health benefits including medical, dental & vision, and parental leave
  • Employee Stock Purchase Program (ESPP)
  • Employee discounts on hims & hers & Apostrophe online products
  • 401k benefits with employer matching contribution
  • Offsite team retreats


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