Director, Customer Analytics

Position Summary

The Director, Customer Performance Analytics is a key member of the Customer Performance Analytics Team (CPAT). This role will manage customer P&L and performance by establishing and managing regular performance management reviews and implementing strategic value-based care initiatives (i.e., reducing cost of care of our managed members). This critical role will be responsible for analyzing performance and operational data in depth and will lead the execution of the improvement of Kidney Health Management (KHM) program performance;

leveraging data insights from our clients, clinical operations team, patients, and providers, market analysis, and Product strategy to drive our overall Product’s continued success.

This role will require heavy cross-functional collaboration with various departments, including, but not limited to, Medical Economics and Finance, Clinical Operations, Growth (Account Executives, Marketing and Sales), and Data Sciences to ensure that all facets of organization are represented in a cohesive manner. Furthermore, this role will manage and coach junior CPAT analysts and take leadership roles for their respective customer performances.

• Maintain oversight of P&L and performance of one or more assigned customer programs, analyzing all aspects of customers’ performance and develop strategies and tactics to improve customer performance (e.g., actional clinical interventions, processes, campaigns)
• Proactively monitor customer performance to identify early and leading indicators of customer performance risks and opportunities
• Develop actionable strategies and tactics that can be implemented in collaboration with Healthmap’s account management, medical economics, operations, and product teams
• Lead and own all aspects of customer performance analysis, linking between internal Healthmap metrics and goals to customer financial performances
• Convert analysis and inputs provided by stakeholders (e.g., Finance, Medical Economics, Clinical, Operations) to design, align, execute and develop initiatives, interventions, or processes
• Lead and influence cross-functionally to ensure internal alignment and execution of initiative design
• Actively anticipate future needs and utilize metrics and qualitative input to identify improvement opportunities; consistently finding find insights and opportunities using data
• Engage internal and external experts to develop hypothesis and ideas on improvement opportunities, and prove out their effectiveness using data and analytics
• Help define and refine cascaded performance goals and targets that tie to contractual SLAs and performance across the organization
• Lead and support Healthmap-wide projects that have the potential to impact the performance across entire cohorts of customers, patient/members, and providers
• Identify new and effective intervention strategies through deep learning & analytics in collaboration with data science and clinical teams
• Partner with account management, medical economics, operations, product teams to establish and run dedicated customer-focused performance reviews
• Lead and own the performance analytics for regular client reporting, joint operating committees, and other meetings
• Support ongoing client reporting and communication needs, incorporating feedback from various departments across Healthmap
• Manage and provide mentorship and coaching to colleagues assigned to same account and/or project
• Perform other duties as assigned

• Bachelor’s degree in business, finance, or STEM field; MBA and/or advanced degrees in quantitative disciplines are preferred
• 6 years of experience in healthcare analytics and/or performance management data analytics
  • Three years working in Management Consulting, Investment Banking, or Product Operations, Research, and Development
• 6 years of experience directly engaging and partnering with internal and/or external executive leaders to develop clear, actionable recommendations using data and analytics
• Demonstrated commitment to customer success and a proactive approach to identifying and solving customer performance challenges
• Strong ability to turn nebulous initiative requirements into…