GoodRx is America’s healthcare marketplace. Each month, 20 million people visit goodrx.com to find reliable health information and discounts for their healthcare — and we’ve helped people save $30 billion since 2011. We provide prescription discounts that are accepted at more than 70,000 pharmacies in the U.S., as well as telehealth services including doctor visits and lab tests. Our services have been positively reviewed by Good Morning America, The New York Times, NBC News, AARP, and many others.

Our goal is to help Americans find convenient and affordable healthcare. We offer solutions for consumers, employers, health plans, and anyone else who shares our desire to provide affordable prescriptions to all Americans.

We’re committed to growing and empowering a more inclusive community within our company and industry. That’s why we hire and cultivate diverse teams of the best and brightest from all backgrounds, experiences, and perspectives. We believe that true innovation happens when everyone has a seat at the table and the tools, resources, and opportunities to excel.

With that said, research shows that women and other underrepresented groups apply only if they meet 100% of the criteria. GoodRx is committed to leveling the playing field, and we encourage women, people of color, those in the LGBTQ+ communities, and Veterans to apply for positions even if they don’t necessarily check every box outlined in the job description. Please still get in touch - we’d love to connect and see if you could be good for the role!

About the Role 

GoodRx is looking for an Business Intelligence Analyst, Workforce Management to deliver high impact within one of the nation’s leading healthcare startups. In this role, you will work closely with our support operations team to build reporting infrastructure and ensure efficient processes are in place to manage our outsourced teams.

You will work closely with our support team to understand our operation and streamline the customer and support agent experience across product lines and campaigns. Additionally, you will leverage data to continuously innovate and drive operational improvement at our contact centers. We are looking for an analytically minded individual with a background in contact center operations and a passion for customer support to help us achieve operational excellence.

*This position requires the candidate to be located in the LA metropolitan area or the SF metropolitan area.*

Responsibilities:

• Analyze contact center performance and provide recommendations to meet service level and occupancy targets
• Accurately predict call volume based on historical call arrival patterns and business forecasts 
• Provide staffing and queueing recommendations for future products based on site traffic, marketing and account data
• Leverage Erlang models to determine staffing and scheduling needs
• Deliver and automate daily, weekly, and monthly reporting; design and build visually engaging and informative dashboards
• Define and continually improve the key metrics and dashboards to measure performance, drive business insight and identify actions to improve
• Provide insightful reporting and analysis to our support team to inform our business strategy and operational plans
• Analyze data and leverage insights to scope customer problems, implement recommendations and track success metrics
• Oversee a team of data coordinators to improve support data collection processes, tooling infrastructure and cross-departmental presentation 
• Review and validate business recommendations provided from external partners
• Partner with key stakeholders in product, user experience, operations and partners 

Skills & Qualifications:

• 5+ years of experience in a quantitative or analytical role 
• 3+ years of analyst experience with customer support operations
• 3+ years of experience working for a technology, SaaS or internet-based company
• Exceptional written and oral communication skills
• Exceptional organizational and analytical skills
• Experience working on a cross-functional team of customer support, analysts, and external partners
• Strong use of analytics and business cases to drive decisions and improve operations
• Experience working for a startup a plus
• Experience working in the healthcare industry is a plus
• Experience working with cloud-based tools (CRM, telephony, ticketing, and chat) is a plus

GoodRx is America's healthcare marketplace. The company offers the most comprehensive and accurate resource for affordable prescription medications in the U.S., gathering pricing information from thousands of pharmacies coast to coast, as well as a telehealth marketplace for online doctor visits and lab tests. Since 2011, Americans with and without health insurance have saved $30 billion using GoodRx and 20 million consumers visit goodrx.com each month to find discounts and information related to their healthcare. GoodRx is the #1 most downloaded medical app on the iOS and Android app stores. For more information, visit www.goodrx.com.