Senior Analyst, Client & Operations - Mars Veterinary Health

Senior Analyst, Client Experience & Operations – Mars Veterinary Health

Location:

Support Office – Vancouver (Full time)

Compensation: $90,300 – $141,094 per year.

Overview:
Mars Veterinary Health is building a unified Client Experience and Operations model to support a network of more than 2,000 veterinary practices. The Senior Analyst will serve as a critical link between strategy and execution—ensuring priorities translate into action, pilots deliver measurable results, and insights drive decision‑making.

• Translate strategic priorities into clear actions, timelines, and deliverables across Inbound, Outbound, Virtual Care, and Operations teams.
• Track execution against key initiatives, ensuring alignment, accountability, and forward progress across functions.
• Identify gaps, risks, and dependencies early, escalating and resolving issues to maintain momentum.
• Coordinate and track pilot programs across markets and functions, ensuring clear hypotheses, success metrics, and execution plans.
• Monitor pilot performance, synthesize results, and translate findings into actionable recommendations.
• Document outcomes, lessons learned, and operational requirements for broader deployment to support scaling decisions.
• Pull and synthesize data from multiple systems to create a clear view of performance across initiatives.
• Develop concise reporting, dashboards, and executive‑ready materials that connect data to business impact.
• Conduct targeted analyses to support decision‑making, including trend identification, root‑cause analysis, and opportunity sizing.
• Act as a central coordination point across functions, ensuring initiatives are sequenced, communicated, and executed effectively.
• Support planning, testing, and rollout of new tools, processes, and workflows in partnership with Operations and Technology teams.
• Maintain visibility into external and internal changes and ensure alignment with contact center execution.
• Develop clear, structured communications, presentations, and documentation to support leadership alignment and decision‑making.
• Follow up on key actions, decisions, and commitments across the leadership team to ensure execution discipline.
• Serve as a trusted partner to the Director to enable focus on strategic priorities by managing day‑to‑day coordination and detail.

• 4–7 years of experience in analytics, operations, consulting, or customer experience roles with increasing responsibility.
• Bachelor’s degree in Business, Analytics, Economics, Data Science, Operations, or related field.
• Experience supporting cross‑functional initiatives, programs, or transformations in complex organizations.
• Demonstrated ability to translate strategy into execution, manage dependencies, and drive follow‑through.
• Experience working with data to generate insights and support decision‑making, including performance tracking and reporting.
• Exposure to pilot programs, test‑and‑learn environments, or continuous improvement initiatives.
• Experience in healthcare, veterinary services, multi‑site retail, or other service‑based industries.
• Experience with Excel and data visualization tools (e.g., Power BI, Tableau).
• Familiarity with SQL, C++, Python, data querying, or working with large datasets.
• Exposure to CRM/contact center platforms and operational data environments is a plus.
• Strong structured problem‑solving, execution discipline, analytical fluency, influence & communication, and resourcefulness.

• Structured Problem Solving:
  Able to break down ambiguous problems into clear, actionable plans.
• Execution Discipline:
  Strong follow‑through, organization, and ability to manage multiple priorities.
• Analytical Fluency:
  Comfortable working with data across multiple systems and synthesizing insights.
• Influence & Communication:
  Able to align stakeholders and communicate clearly at all levels.
• Resourcefulness:
  Finds answers, connects dots, and moves work forward efficiently.

• Competitive salary with paid time off and holidays.
• Medical, dental, vision insurance for you and your loved ones.
• Fertility and family‑building assistance.
• Paid parental leave.
• Practice‑paid basic life insurance.
• Practice‑paid short‑ and…