Senior Operations Analyst

Location: London, United Kingdom; hybrid workplace.

Company

hirify.global operates clinical operations, customer care, health coaching, pharmacy, and fulfilment functions supported by operational analytics.

What you will do

• Partner with clinical operations, customer care, health coaching, pharmacy, and fulfilment teams, balancing priorities and communicating timelines.
• Build and maintain operational data models in dbt on BigQuery and Looker views, explores, and dashboards.
• Own definitions and reporting for 100+ metrics covering wait times, SLAs, productivity, audit scores, on-time dispatch, and stock cover.
• Support demand forecasting, capacity planning, target setting, and SLA tracking from measured baselines.
• Investigate metric changes, data quality issues, patient journey delays, and onboarding drop-off, then communicate actionable findings.
• Help managers use dashboards, collaborate with data engineering on new data sources, and provide occasional commercial and finance analysis.

Requirements

• 2–5 years of experience as an analyst or analytics engineer, ideally in operations, customer service, healthcare, or e-commerce fulfilment.
• Expert SQL and hands-on experience building data models in dbt or a similar tool, plus Looker/LookML or another BI tool.
• Comfort with git and refining work before review.
• Understanding of operational metrics including queues, backlogs, wait times, SLAs, utilisation, productivity, and forecasting.
• Ability to plan and prioritise work across several teams with competing requests and understand how analytics contributes to wider business objectives.
• Strong communication and relationship-building skills, including presenting complex analysis to senior leaders and explaining metrics to non-data managers.
• Ability to turn vague questions into clear answers.
• Understanding of data protection and willingness to learn how UK GDPR applies to special category health data.

Nice to have

• Background in pharmacy, clinical operations, or healthcare operations.
• Workforce planning experience.
• Experience with Intercom, rota or inventory systems, or Amplitude.
• Experience using AI assistants for analysis and code.

Culture & Benefits

• Permanent employment in a hybrid workplace.
• Work with special category health data, reporting in aggregate and following UK GDPR.
• Diversity initiatives at hirify.global.