Operations Analyst

HHAeXchange is the leading technology platform for home and community-based care. Founded in 2008, HHAeXchange was born out of an idea to create a fully comprehensive end-to-end homecare solution to help people who are aging or have disabilities thrive in their homes and communities. Our employees are passionate about transforming the healthcare space by building the only homecare ecosystem that fully connects patients, personal care providers, managed care organizations, and states.  
The Operations Command Center (OCC) is a centralized team responsible for ensuring the seamless execution of operational processes, enabling scalable workflows, and proactively preventing incidents. The OCC focuses on four key objectives: operational execution, process enablement, problem management, and incident prevention. As an Operations Analyst, you will play a vital role in supporting these objectives by managing intake workflows, coordinating incident response, and executing operational tasks. You will also contribute to documentation, cross-functional communication, and the identification of automation and AI opportunities. This role is ideal for someone who is detail-oriented, collaborative, and passionate about operational excellence and continuous improvement. To perform this job successfully, an individual must be able to perform each essential job duty satisfactorily with or without reasonable accommodation.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Essential Job Duties

• Monitor dashboards and reports to detect early signs of failure or delays.
• Triage operational issues and escalate to NOC, Engineering, or Product teams as needed.
• Lead investigation and root cause analysis of transaction or data failures, drive resolution in coordination with internal teams, and communicate outcomes to relevant stakeholders. 
• Document and maintain operational runbooks, SOPs, and scripts; convert ad hoc tasks into repeatable workflows.
• Maintain logs of recurring issues and trends to support proactive problem management.
• Provide real-time incident support by executing manual processes, coordinating workflows, and managing communication across internal channels.
• Collaborate with Operations Reliability Engineers to prioritize manual tasks for automation and support joint initiatives such as data validation and process tracking.
• Identify and support the implementation of AI-driven tools and technologies to streamline workflows and improve issue detection.

Other Job Duties

• Other duties as assigned by supervisor or HHAeXchange leader

Travel Requirements

• Travel up to 10%, including overnight travel

Required Education, Experience, Certifications and Skills

• 2–4 years of experience in operations, business analysis, or support-focused roles
• Experience in healthcare, SaaS, or systems configuration environments (preferred)
• Bachelor’s degree in Business, Healthcare, Management Information Systems, or a related field, or equivalent work experience
• Demonstrated interest in emerging technologies and their application to operational challenges
• Familiarity with ticketing and content management systems (e.g., JIRA, Salesforce, Confluence, SharePoint)
• Exposure to scripting languages such as Python, Bash, or PowerShell (preferred)
• Experience with monitoring tools (e.g., Splunk, DataDog) and data visualization platforms (e.g., Tableau, Domo) (preferred)
• Understanding of file transfer protocols (e.g., sFTP), APIs, and healthcare data formats (e.g., X12, HL7)
• Familiarity with AI or machine learning applications in operations or analytics (a plus)
• Strong attention to detail with a focus on task ownership and accountability
• Analytical thinker with a proactive approach to problem-solving
• Effective communicator with the ability to translate technical concepts for cross-functional stakeholders

The base salary range for this US-based, full-time, and exempt position is $70,000 - $80,000 not including variable compensation. An employee’s exact starting salary will be based on various factors including but not limited to experience, education, training, merit, location, and the ability to exemplify the HHAeXchange core values.  This is a benefits-eligible position. HHAeXchange offers competitive health plans, paid time-off, company paid holidays, 401K retirement program with a Company elected match, including other company sponsored programs.
HHAeXchange is an equal-opportunity employer. The Company offers employment opportunities to all applicants and employees without regard to race, color, religion, national origin, sex, sexual orientation, gender identity or expression, age, disability, medical condition, marital status, veteran status, citizenship, genetic information, hairstyles, or any other status protected by local or federal law.