Senior Operations Analyst

About Numan Founded in 2018, we’ve already grown to be a 300+ team distributed across the globe, united by a singular mission: empowering people to take control of their health. Numan is transforming health: we’ve built a cutting-edge platform that integrates diagnostics, medication, supplements, digital programmes, and doctor consultations. Giving people the tools they need to maximise life. To deliver on our transformative mission, we are guided by our 5 company values: • Patients first. • Learn fast. • Own the quality. • Succeed together. • Care deeply. Backed by top-tier investors, Numan is already having a positive impact on hundreds of thousands of patients here in the UK, and we want you to help us deliver this mission! The Role: This is a high-impact data role supporting a complex and fast-paced operations function, reporting to the Director of Analytics & Data . You’ll be the analytics partner for Numan’s clinical operations, customer care, and health coaching teams, as well as our pharmacy and fulfilment centre. These teams run on numbers. How long a patient waits for their prescription to be approved, or for a reply from a customer care agent. Whether there are enough coaches for the patients waiting. How many orders leave the pharmacy on time, and whether the stock is there to fill them. When a process changes, you’ll build the metrics that measure it and make sure the teams can trust them. You’ll be the custodian of those metrics end to end, from the dbt models in BigQuery to the Looker dashboards the teams open every morning. Some are live queues the teams use to divert resources during the day; others feed the weekly business reviews and longer-term planning. You will: • Be the analytics partner for clinical operations, customer care, health coaching and the pharmacy and fulfilment centre, balancing each of their priorities and communicating timelines clearly. You’ll sit in their meetings and Slack channels, and be the first person they ask when questioning a number. • Build and maintain the operations data models in dbt on BigQuery, and the Looker views, explores and dashboards on top of them. • Be responsible for the surfacing of the 100+ metrics the operations teams report on (wait times and SLAs, per-hour productivity, audit scores, on-time dispatch, stock cover) and keep a written definition for each one. • Help the teams build their demand forecasts and capacity plans, so the business knows how many people it needs and when. • Explain why metrics move. Work out whether a change is real or can be explained by mix, reporting lag or a tracking problem, then find the cause and tell the team what to do about it. • Help operations managers set targets and SLAs from a measured baseline, then track performance against them. • Track the patient journey from checkout through prescription approval to first delivery, identifying where patients wait or drop out during the onboarding journey. • Help the teams answer their own questions: walk new managers through their dashboards and explain what each metric means. • Work with data engineering to model new data sources, and fix data quality problems when they show up. • Occasionally support the commercial and finance teams with ad hoc analysis. • Treat patient data with care. You’ll work with special category health data, so you’ll report in aggregate and follow UK GDPR. You'll need: • 2-5yrs years 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 similar) and in Looker/LookML (or another BI tool). You’re comfortable with git and able to refine your work before it is reviewed. • A good feel for operatio