Operations Analyst

Position Overview

HHAeXchange is the leading technology platform for home and community-based care, dedicated to building a fully comprehensive end-to-end homecare solution. The Operations Command Center (OCC) is a centralized team focused on operational execution, process enablement, problem management, and incident prevention. As an Operations Analyst, you will manage intake workflows, coordinate incident response, execute operational tasks, and drive continuous improvement through detailed documentation and cross-functional communication. This hybrid role is based in Midtown Manhattan, Washington D.C., or Bloomington, MN, with an on-site presence required two days per week. Compensation: Base salary range of $70,000 - $80,000 (plus variable compensation based on various factors).

Key Responsibilities

• Monitor dashboards and reports to detect early signs of failure or delays.
• Triage operational issues and escalate to NOC, Engineering, or Product teams as needed.
• Lead investigation and root cause analysis of transaction or data failures, drive resolution in coordination with internal teams, and communicate outcomes to relevant stakeholders.
• Document and maintain operational runbooks, SOPs, and scripts; convert ad hoc tasks into repeatable workflows.
• Maintain logs of recurring issues and trends to support proactive problem management.
• Provide real-time incident support by executing manual processes, coordinating workflows, and managing communication across internal channels.
• Collaborate with Operations Reliability Engineers to prioritize manual tasks for automation and support joint initiatives such as data validation and process tracking.
• Identify and support the implementation of AI-driven tools and technologies to streamline workflows and improve issue detection.
• Perform other duties as assigned by your supervisor or HHAeXchange leadership.

Required Qualifications

• 2–4 years of experience in operations, business analysis, or support-focused roles.
• Bachelor’s degree in Business, Healthcare, Management Information Systems, or a related field, or equivalent work experience.
• Demonstrated interest in emerging technologies and their application to operational challenges.
• Familiarity with ticketing and content management systems (e.g., JIRA, Salesforce, Confluence, SharePoint).
• Understanding of file transfer protocols (e.g., sFTP), APIs, and healthcare data formats (e.g., X12, HL7).
• Strong attention to detail with a focus on task ownership and accountability.
• Analytical thinker with a proactive approach to problem-solving.
• Effective communicator with the ability to translate technical concepts for cross-functional stakeholders.
• Willingness to travel up to 10%, including overnight travel.

Preferred Qualifications

• Experience in healthcare, SaaS, or systems configuration environments.
• Exposure to scripting languages such as Python, Bash, or PowerShell.
• Experience with monitoring tools (e.g., Splunk, DataDog) and data visualization platforms (e.g., Tableau, Domo).
• Familiarity with AI or machine learning applications in operations or analytics.

Benefits & Perks

• Compensation: Base salary range of $70,000 - $80,000 (variable compensation not included).
• Health Plans: Competitive health plans.
• Time Off: Paid time-off and company paid holidays.
• Retirement: 401K retirement program with a Company elected match and other company sponsored programs.