Operations Senior Analyst

Position Summary:The Enterprise Print and Distribution (EP&D) Campaign Operations team is responsible for the overall management, execution, and support of campaign work streams. Provides professional input to complex Operations Management assignments / projects. Works autonomously, only requiring expert level technical support from others. Exercises judgment in evaluating, selecting, and adapting both standard and complex techniques and procedures. Utilises in-depth professional knowledge and acumen to monitor trends within Business Operations. May lead projects or steps within a broader project or be accountable for ongoing activities or objectives.Job Description & Responsibilities:Manage and oversee campaign executions utilizing UNICA or Red point suite of tools.Works with business, development, and QC teams to create new campaigns and manage ongoing campaign targeting.Manage business rules and campaign suppressions to ensure customer targeting quality.Leverages knowledge of company database, campaign tools and principles to develop methods for process automation, process governance, and capabilities improvements.Lead and manage the resolution of often complex issues involving multiple clients and customers, escalating as appropriate for high-risk or ongoing issues.Triage, research and resolve member issues requiring business partners' escalation support.Summarize, articulate, and explain the issue, impact reporting, identifying appropriate stakeholders, and communicating results as needed.Act with urgency to identify barriers and escalate as appropriate to drive engagement of proper business units and stakeholders to resolve complex issues.Use best practices and knowledge to improve processes, products, and services.Assist in identifying root causes and determining future preventive measures for all assigned issues.Develop strong partnerships with cross-enterprise partners, coordinating efforts to achieve goals and leveraging best practices.Analyse issues of increased complexity inquiries and determine the appropriate technical area or vendor to solve problems.Experience Desired:Working knowledge and hands-on experience using Campaign Automation software.Key Qualifications:Must have 3-4 years of experience in a Pharmacy Benefit Management (PBM) related role (i.e. Operations, Quality, Implementation, Reporting Analytics, etc.)Working knowledge and hands-on experience using Campaign Automation softwareThorough understanding of customer contact and communications tactics across direct marketing to include direct mail, email, phone, messaging and digitalProven ability to manage multi-channel, direct marketing campaigns and/or database marketing experienceHigh school degree or equivalent is required. BA / BS degree preferred.Entry level understanding of Pharmacy operationMust have strong decision-making skillsMust be able to facilitate issue/impact analysis discussions; making the complex simple to understandStrong critical thinking and resolving skills.Experience applying logical problem solving methodologies to solve issues and identify root cause and improvement opportunitiesKnowledge of Six Sigma, Total Quality, or related methodology a plusDetail oriented, with proven ability to prioritize multiple tasks and adjust work to meet service standards.Must be able to work independently, with minimal supervisionProven experience in analytical thinking utilizing proficient technical skills with MS Excel (formulas, pivots, etc.) and SQLAbility to navigate ambiguous scenarios, which involve multiple organizational areas and bring those areas together for problem solving and process discussions.Demonstrated issue management / organizational skills; ability to plan for both the long and short termAgile, Jira, Confluence, UNICA, RedPoint experience preferred ATS