Customer Operations Analyst

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Customer Operations Analyst based in Canada.

This role offers the opportunity to combine customer operations, data analytics, and healthcare expertise in a rapidly evolving environment. You’ll manage end-to-end rebate operations for Canadian pharmaceutical and healthcare payer customers while helping turn complex data into actionable insights. A key part of the role is becoming a subject matter expert in Canadian drug rebate management and using that expertise to improve processes, automation, and product capabilities. You’ll work closely with customers, external partners, Product, and Technology teams to solve operational challenges and deliver reliable solutions. The position combines hands-on execution with continuous improvement, giving you meaningful influence over both customer outcomes and platform development. It’s an ideal opportunity for an analytical, proactive professional who enjoys solving complex problems and contributing to the future of healthcare access.

Accountabilities:

• Manage the end-to-end rebate management process for Canadian pharmaceutical and healthcare payer customers, ensuring accurate, timely, and reliable execution.
• Coordinate closely with customers, external partners, and internal teams to maintain clear communication and resolve operational questions or issues.
• Develop deep expertise in Canadian drug reimbursement, pricing, and rebate-management processes and act as a subject matter expert across the organization.
• Translate Canadian market and operational expertise into concrete product improvements, automation opportunities, and tooling enhancements.
• Identify inefficiencies in existing processes and proactively develop or support improvements rather than simply executing established workflows.
• Execute and support data analytics projects, including retrospective rebate analysis and other customer-focused analytical initiatives.
• Analyze complex datasets and translate findings into clear, actionable insights for customers and internal stakeholders.
• Present analytical results to customers, respond to inquiries, and explain rebate-management processes in a clear and accessible manner.
• Contribute solutions, best practices, and operational knowledge to the internal knowledge base.
• Support customer onboarding activities related to data analytics and rebate management, helping new customers establish effective processes and workflows.
• Collaborate with Product and Technology teams to improve Canadian-specific functionality, automation, and operational capabilities.
• Contribute to the continuous improvement of customer operations as the organization scales internationally.

Requirements

• 4-5 years of experience in customer operations, data analysis, business analysis, or a closely related field, preferably within healthcare.
• Strong understanding of drug reimbursement, pharmaceutical pricing, or drug rebate processes is highly desirable.
• Demonstrated ability to identify process inefficiencies and drive automation, tooling, or workflow improvements.
• Strong analytical capabilities and practical experience working with data analysis tools such as Excel, SQL, Power BI, or similar platforms.
• Ability to interpret complex datasets, identify meaningful patterns, and communicate analytical findings effectively.
• Excellent organizational and project management skills, with the ability to manage multiple priorities and deliver accurate work within deadlines.
• Strong customer-facing communication skills and confidence working with external stakeholders.
• Excellent English communication skills, both written and verbal; French language skills are an asset.
• Proactive and solution-oriented mindset, with a willingness to take ownership and tackle complex or ambiguous challenges.
• Ability to work independently while collaborating effectively with cross-functional and international teams.
• Strong attention to detail and commitment to accuracy, particularly when working with sensitive healthcare, pricing, and rebate data.

Benefits

• Opportunity to contribute to solutions designed to improve access to healthcare and medicines for patients.
• Direct opportunity to influence customer outcomes, operational excellence, and the continued growth of a scaling healthcare technology environment.
• Flexible working arrangements within a remote Canadian position.
• Opportunity to collaborate with an international team of high-performing professionals.
• Exposure to healthcare, pharmaceutical pricing, rebate management, data analytics, automation, and technology.
• Professional development and career advancement opportunities.
• Competitive compensation package aligned with the dynamic environment of a growing scale-up.
• Opportunity to work at the intersection of customer operations, analytics, healthcare, and product innovation.
• Meaningful cross-functional exposure through collaboration with Product, Technology, customers, and external healthcare stakeholders.