Operations Analyst

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.

Responsibilities:

Partner Pharmacy Management

• Serve as Manual’s point of contact with partner pharmacies, closely monitoring their production, invoicing, and shipping routines.
• Monitor the order queue and pending issues daily, acting to unblock stalled cases before they impact the patient.
• Track each partner’s performance through KPIs (shipping SLA, pending orders, cancellations, non-conformities).
• Build and follow up on action plans with pharmacies, holding them accountable for deadlines and verifying the effectiveness of corrective actions.
• Support compliance with operational and quality agreements (audits, technical visits, documentation, and handling of non-conformities).
• Train pharmacy teams on Manual’s new workflows, standards, and tools.
• Support the evaluation and onboarding of new partner pharmacies.

Data Analysis and Problem Solving

• Analyze operational data to identify patterns, deviations, and the root cause of delays, cancellations, and recurring failures, going beyond the symptoms.
• Build and maintain reports and controls that give leadership visibility into operations.
• Turn analyses into clear, prioritized recommendations with estimated impact.
• Propose and implement process improvements, standardizing routines and reducing rework.

Communication with Internal and External Stakeholders

• Work alongside Customer Experience (CX), Product, Technology, Logistics, and Medical teams to resolve cases and align priorities.
• Handle and follow up on operational tickets (Zendesk), ensuring fast responses and end-to-end resolution.
• Proactively communicate status, risks, and operational changes, anticipating problems rather than reacting to them.
• Maintain active, clear, and frequent communication with partner pharmacies at different levels (operations, quality, and performance).
• Engage with carriers, suppliers, and other partners across the chain to resolve issues affecting delivery to the patient.
• Document agreements, commitments, and decisions to ensure traceability.

Requirements:

• Advanced Excel (pivot tables, PROCV/PROCX, SOMASES, handling large datasets).
• Experience with Zendesk or a similar ticketing tool.
• Advanced English for reading, writing, and conversation.
• Clear and assertive communication, both written and verbal, with the ability to hold people accountable for deadlines without straining the relationship.
• Autonomy, personal organization, a strong sense of ownership, and the ability to prioritize in a fast-paced startup environment.