This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description As a Senior Analytics Lead, you will drive value creation analytics across the Firsthand organization. This role sits at the center of strategy, product, and operations—translating complex healthcare data into clear, defensible insights that shape high-impact decisions. You will partner cross-functionally to ensure data is trusted, actionable, and decision-ready, operating as both a thought partner and execution leader. This is an opportunity to elevate analytics from reporting to a true decision engine that accelerates clarity and performance across the business. Job Specifics As Senior Analytics Lead you will: - Own analytical framing and execution for high-stakes business questions related to value creation, strategy, and operational performance. - Define and maintain trusted KPIs and Snowflake data marts using DBT to ensure reliable, decision-ready data foundations. - Design and maintain executive dashboards in QuickSight that answer meaningful business questions and reduce metric ambiguity. - Apply a hypothesis-first approach to analysis, identifying likely drivers, testing competing explanations, and making clear recommendations even with imperfect data. - Translate complex healthcare data into concise memos, slides, and narratives tailored to decision-makers. - Partner cross-functionally with Data Engineering, Finance, Operations, and Customer Success to ensure alignment on metrics, sources of truth, and performance insights. Qualifications - Advanced SQL proficiency including CTEs, window functions, complex joins, and aggregations in Snowflake. - Strong experience with BI tools such as QuickSight, Tableau, or Looker. - A deep understanding of healthcare data including claims, eligibility, attribution, and payer reporting constructs. - Proven ability to frame ambiguous business questions, develop hypotheses, and deliver clear, actionable recommendations. - Strong written and verbal communication skills with the ability to influence stakeholders and operate effectively in ambiguity. Requirements - 4+ years of experience in data analytics, healthcare analytics, or value-based care environments. - Experience owning analytics that directly informed strategic, product, or operational decisions. - Solid understanding of data modeling principles including grain and dimensional schemas. - Experience working with imperfect or incomplete data while clearly documenting assumptions and tradeoffs. - Experience with EDI formats, Medicaid populations, risk adjustment methodologies. - Bonus experience with Python or R for ad hoc analysis. Benefits - Base salary range: $120,000 - $130,000 USD. - Compensation package includes base, equity (or a special incentive program for clinical roles), and performance bonus potential. - Benefits include physical and mental health, dental, vision, 401(k) with a match. - 16 weeks parental leave for either parent. - 15 days/year vacation in your first year (this increases to 20 days/year in your second year and beyond). - A supportive and inclusive culture.

• Develop and refine predictive dialing strategies to maximize contact rates, conversion, and profitability. • Build and maintain models to forecast call volumes and optimize staffing schedules for efficiency and service levels. • Design and execute experiments on contact center scripting, agent routing, and engagement strategies to improve outcomes. • Implement intelligent routing logic that aligns customer-agent interactions with profitability metrics. • Create dashboards and reports to monitor KPIs, identify trends, and recommend actionable insights. • Partner with Operations, Technology, and Revenue teams to align analytics initiatives with business goals.

• Analyze and interpret large (PB-scale) volumes of transactional, operational and customer data using proprietary and open source data tools, platforms and analytical tool kits • Translate complex findings into simple visualisations and recommendations for execution by operational teams and executives • Analyse data independently to deliver insights about operational performance and proactively drive improvements • Write and optimize SQL queries to extract, clean, and analyze data from multiple data sources • Act as a strategic data business partner to your stakeholders • Support ad-hoc analysis requests from business and operational teams • Be part of a fast-paced industry and organisation where time to market is critical

• Analyse IVR journeys, call drivers, and routing outcomes across enterprise contact center environments • Identify patterns impacting containment, transfer logic, failure rate, and overall customer effort • Validate assumptions regarding speech recognition vs DTMF performance • Perform detailed IVR log analysis (DTMF events, routing events, call lifecycle events) • Extract, clean, and transform data from contact center platforms and relational databases • Model customer journeys to identify friction points and optimization opportunities • Support IVR architecture and design decisions with data-backed evidence • Produce concise, planning-ready bullet-style insights for executive and internal distribution • Develop dashboards and analytical reports (e.g., Tableau) to monitor IVR KPIs • Measure and track IVR effectiveness metrics such as containment rate, transfer rate, time-in-IVR, and failure rate • Collaborate with Architects, Engineers, and Product stakeholders to define and refine analytics requirements • Translate complex datasets into clear explanations for both technical and business audiences