Customer Operations Analyst

Reimagine the infrastructure of cancer care within a community that values integrity, inspires growth, and is uniquely positioned to create a more modern, connected oncology ecosystem. We're looking for aCustomer Operations Analyst to help us accomplish our mission to improve and extend lives by learning from the experience of every person with cancer. Are you ready to be the next changemaker in cancer care?
What You'll Do
In this role, you'll work within the HC Customer Success Team. This is a distinct hybrid role split 50/50 between operations support and direct customer relationship management.
Customer Success

• Serve as the primary point of contact for a segment of accounts, establishing rapport with customers and ensuring inquiries are resolved in a timely manner
• Coordinate project management and contracting for new integrations and renewals for your customer segment
• Support cross-functional projects with our Product, Customer Support, Engineering, BizOps, Marketing, and Legal & Regulatory team
• Develop working knowledge on the workflows of our primary product offering, OncoEMR

Operations

• Support Customer Success leadership by compiling network metrics (e.g., KPIs, product feature adoption) to maintain clean dashboards for account data and renewal metrics, in partnership with your team lead and cross-functional teams
• Update Customer Success playbooks as directed by your team lead
• Execute essential administrative duties and provide direct tactical support to Customer Success leadership

This is a highly cross-functional role, supporting initiatives directed by Customer Success leadership, and in partnership with Product, Customer Support, Marketing, Engineering, Operations, Legal & Regulatory, and Implementation. Ultimately, the Customer Operations Analyst will support scaling our operational infrastructure and enabling our customer network to thrive.
Who You Are
You're a detail-oriented, highly organized individual with strong communication skills. You're a kind and collaborative problem-solver who seeks and gives candid feedback, and values the chance to make an important impact. The role requires a sharp analytical mind, executing with precision, resourcefulness, and a passion for understanding the evolving community oncology space. In addition:

• You have a Bachelor's degree
• 0-1 year of experience in customer success, operations, consulting, or project coordination (experience in healthcare, SaaS, or GTM/revenue operations is a plus)
• You are proficient in data manipulation tools (e.g., Excel/Google Sheets) with a strong curiosity and baseline literacy in leveraging generative AI workflows to automate tasks
• You have strong written and verbal communication skills
• You are a team player who is able to take direction and execute independently
• You are well organized, detail-oriented, and able to manage your time effectively
• You are excited to create an exceptional customer experience
• You are passionate about our mission to improve healthcare through technology

Where You'll Work
In this hybrid role, you'll have a defined work location that includes work from home and 3 office days set by you and your team. For further details on our hybrid work approach and remote work type, please visit the how we work website.
Life at Flatiron
At Flatiron Health, we offer a full range of benefits to support you and your loved ones so you can focus your working hours on improving cancer care and accelerating cancer research, and your non-working hours on everything else life has to offer:

• Work/life autonomy via flexible work hours and flexible paid time off
• Comprehensive compensation package
• 401(k) contribution to help you reach your retirement planning goals
• Financial health resources including 1:1 financial advice
• Mental well-being tools and services
• Parental benefits and policies including family-building care and generous leave
• Path to parenthood programs supporting fertility, adoption and surrogacy
• Travel support for safe healthcare services

In addition to our robust benefit offerings, visit our Life at Flatiron page to learn how we support continuous learning and celebrate inclusion and belonging in the workplace.
Job Compensation Range
Salary Range: $32.69 - $44.95
Preferred Primary Location: NY office
The annual pay range reflected above for this position is based on the preferred primary location of the role which is listed in the job description. Salary ranges for other locations vary from the range reflected above. Base pay offered may vary depending on job-related knowledge, skills, and experience. An annual bonus and equity may be provided as part of the compensation package, in addition to a full range of medical, financial, and/or other benefits, dependent on the position offered.