{"id":2623144,"url":"https://alion.io/job/voy-operations-analyst","title":"Operations Analyst","company":{"id":1985094,"name":"Voy","domain":"joinvoy.com","url":"https://alion.io/company/joinvoy","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":null},"role":"Operations","role_family":"Operations","seniority":null,"employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["São Paulo, Brazil"],"countries":["BR"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Microsoft Excel","optional":false},{"name":"SLI/SLO/SLA","optional":false}],"status":"live","first_seen_at":"2026-10-15T13:29:56Z","employer_posted_date":"2026-10-15","last_verified_at":"2026-10-15T14:12:12Z","board_verified":true,"closed_at":null,"days_open":0,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":0},"description":"We’re looking for an Operations Analyst to make sure no order gets stuck at our partner pharmacies, so that every treatment is invoiced, compounded, shipped, and integrated within the timeframe and quality standards agreed with the patient. To do this, you’ll combine close relationships with pharmacies, data analysis to get to the root cause of problems, and continuous process improvement.\nResponsibilities:\nPartner Pharmacy Management\nServe as Manual’s point of contact with partner pharmacies, closely monitoring their production, invoicing, and shipping routines.\nMonitor the order queue and pending issues daily, acting to unblock stalled cases before they impact the patient.\nTrack each partner’s performance through KPIs (shipping SLA, pending orders, cancellations, non-conformities).\nBuild and follow up on action plans with pharmacies, holding them accountable for deadlines and verifying the effectiveness of corrective actions.\nSupport compliance with operational and quality agreements (audits, technical visits, documentation, and handling of non-conformities).\nTrain pharmacy teams on Manual’s new workflows, standards, and tools.\nSupport the evaluation and onboarding of new partner pharmacies.\nData Analysis and Problem Solving\nAnalyze operational data to identify patterns, deviations, and the root cause of delays, cancellations, and recurring failures, going beyond the symptoms.\nBuild and maintain reports and controls that give leadership visibility into operations.\nTurn analyses into clear, prioritized recommendations with estimated impact.\nPropose and implement process improvements, standardizing routines and reducing rework.\nCommunication with Internal and External Stakeholders\nWork alongside Customer Experience (CX), Product, Technology, Logistics, and Medical teams to resolve cases and align priorities.\nHandle and follow up on operational tickets (Zendesk), ensuring fast responses and end-to-end resolution.\nProactively communicate status, risks, and operational changes, anticipating problems rather than reacting to them.\nMaintain active, clear, and frequent communication with partner pharmacies at different levels (operations, quality, and performance).\nEngage with carriers, suppliers, and other partners across the chain to resolve issues affecting delivery to the patient.\nDocument agreements, commitments, and decisions to ensure traceability.\nRequirements:\nAdvanced Excel (pivot tables, PROCV/PROCX, SOMASES, handling large datasets).\nExperience with Zendesk or a similar ticketing tool.\nAdvanced English for reading, writing, and conversation.\nClear and assertive communication, both written and verbal, with the ability to hold people accountable for deadlines without straining the relationship.\nAutonomy, personal organization, a strong sense of ownership, and the ability to prioritize in a fast-paced startup environment.","description_format":"text","description_chars":2875,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"English","level":"Advanced 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