Sr. Analyst, Operational Intelligence & Assurance

Being on medication is tough enough. We want to make getting it the easy part. Getting prescriptions to patients has become increasingly complex. When things get messy along the prescription journey, pharmaceutical manufacturers rely on us to untangle the process and create a clear path—allowing patients to build trusting relationships with their medication brands.

We’re not only committed to taking the pain out of the prescription process, but we’re also devoted to bringing the brightest minds together under one roof. We bring together diverse voices—engineers, pharmacists, customer service veterans, developers, program strategists and more—all with one vision. Each perspective and experience makes ConnectiveRx better than the sum of its parts.

The Operational Intelligence & Assurance Analyst serves as the organization's operational control tower, responsible for ensuring cases, tasks, and workflows progress through established processes accurately, efficiently, and within defined service level agreements (SLAs). This role combines operational oversight, data analytics, process governance, and AI-enabled monitoring to provide real-time visibility into workflow performance and identify cases requiring intervention before customer, compliance, or business impacts occur.

The individual will leverage data, automation, and AI-driven insights to monitor operational health, measure process outcomes, detect bottlenecks, identify at-risk cases, and drive proactive resolution of workflow exceptions. Acting as a key partner to Operations, Quality, Technology, and Program Management teams, the Operational Intelligence & Assurance Analyst helps ensure operational consistency, improve process performance, and strengthen accountability across the organization.

This role is expected to be both hands-on in the day-to-day operational work and forward-looking in identifying the systems, dashboards, alerts, and operating rhythms needed to increase visibility into operational health, surface risks earlier, and drive proactive action before issues become escalations.

Success in this role is measured by the organization's confidence that work is progressing through the right processes, at the right time, with full visibility into operational risks, service level performance, and opportunities for continuous improvement. The ideal candidate combines strong analytical capabilities, process thinking, operational discipline, and AI proficiency to transform operational data into actionable insights that improve efficiency, predictability, and customer outcomes.

• Monitor case movement, queue health, workflow status, and SLA performance across programs. Identify stalled, aging, misrouted, or at-risk cases and coordinate corrective actions. Maintain a real-time view of operational health.
• Utilize AI tools, predictive analytics, and automated monitoring solutions to identify patterns, detect anomalies, predict SLA misses, and prioritize cases requiring intervention. Build and refine AI-driven alerts and insights. Develop and maintain operational dashboards, scorecards, and KPIs in collaboration with data analytics team, as needed. Analyze trends, throughput, backlog, cycle times, and process outcomes to provide actionable insights for leadership.
• Investigate root causes of recurring issues, identify bottlenecks, and recommend workflow improvements, automation opportunities, and process enhancements that improve efficiency and compliance.
• Partner with Operations leadership, Program Management, Technology, Quality, and Leadership teams to review performance, escalate risks, validate corrective actions, and ensure adherence to operational standards and procedures.