Payment Operations Analyst, Customer Success

Join the Team Modernizing Medicine At ModMed , we’re not just building software—we’re reimagining the healthcare experience. Founded in 2010 by a practicing physician and a successful tech entrepreneur, we took a radically different approach: we hired doctors and taught them how to code. This "for doctors, by doctors" philosophy has allowed us to create an AI-enabled, specialty-specific cloud platform that places patients at the center of care. A Culture of Excellence When you join ModMed, you’re joining an award-winning team recognized for innovation and employee satisfaction. From our global headquarters in Boca Raton Florida, and extensive employee base in Hyderabad India, we are a team of 4,500+ passionate problem-solvers on a mission to increase medical practice success and improve patient outcomes: Consistently ranked as a Top Place to Work 2025 Globee Business Awards: Gold Globee for “Technology Team of the Year” 2025 Black Book Awards: Ranked #1 EHR in 11 Specialties Florida Venture Forum: Venture-Backed Company of the Year We are growing fast, thinking big, and we are just getting started. Ready to modernize medicine with us? Job Description Summary: We are seeking a proactive and analytically-driven Payment Operations Analyst to join our team. This role is crucial for ensuring the operational health and optimized performance of our Payments business. This role will report to the GM of Payments to support the execution and measurement of the business strategy. The successful candidate will blend deep technical data expertise (Databricks, SQL) with strong business acumen. This is not just a data-pulling role; it is an insight-generating partnership. You will be responsible for creating, maintaining, and communicating actionable insights from our data to the Payments leadership team. The role has two core pillars: Business Measurement & Monitoring and Operational & Analytical Support, ensuring we are equipped both with daily performance indicators and strategic deep-dive analyses to drive growth and efficiency. Business Measurement & Monitoring (Business Intelligence) Establish Key Performance Indicators (KPIs): Partner closely with the GM of Payments and leadership to define, measure, and monitor key operational health metrics and early business optimization indicators. Data Visualization & Dashboarding: Design, build, and maintain comprehensive, user-friendly dashboards (daily/weekly) that provide a clear, real-time view of business performance and product adoption, focusing on speed and accuracy. Insight Generation: Go beyond report generation to interpret data, identify patterns, anomalies, and trends, and articulate the "so what." Communicate compelling, accurate, and actionable recommendations to stakeholders on what requires focus or corrective action. Data Integrity & Architecture: Understand the payments data model and underlying architecture. Proactively identify data gaps, write clear requirements for new data elements, and collaborate with Product and Engineering teams to ensure data completeness and quality within the data warehouse. Operational & Analytical Support Data Replication and Refresh: Monitor and ensure that critical business data is replicating and refreshing accurately and in a timely manner. Proactive Data Quality Monitoring: Design, implement, and maintain an alerting framework to proactively identify and notify the team and organization of data exceptions, failures, or significant deviations in critical business metrics. Financial & Profitability Analysis: Conduct complex ad-hoc analyses, such as client profitability assessments, to inform and equip Sales, Pricing, and CS teams for contract negotiations and strategic decision-making. Pricing & Tool Development: Develop, maintain, and ensure the accuracy of internal operational tools, such as pricing calculators and models, leveraging data to streamline team workflows. Operational Reporting: Respond to and fulfill operational data requests from various cross-functional teams (Finance, Sales, Marketing) with high accuracy and timeliness. Documentation: Create and maintain technical and business documentation for reports, databases, systems, and standard operating procedures to reinforce a data-driven culture. Skills & Experience: Bachelor’s Degree in a quantitative field such as Mathematics, Computer Science, Statistics, Economics, or a related discipline. 3+ years of professional experience in a Business Intelligence, Data Analyst, or Financial Analyst role with heavy emphasis on data querying and business application. Technical Data Mastery (Critical): Expert proficiency in writing SQL queries is mandatory. Databricks Expertise (Critical): Required and critical hands-on experience working with Databricks. Data Visualization: Strong experience building and maintaining executive-level dashboards and reports using tools like Power BI or Domo Data Analysis: Proficiency in understanding and interpreting data from reviewing application behavior or software code. Analytical Toolset: Strong proficiency in Excel/Google Sheets for deep-dive modeling, analysis, and data manipulation. Python experience is a plus. Data Modeling: Understanding of data warehousing concepts, ETL processes, and relational database design. Communication & Business Acumen: Exceptional verbal and written communication skills with the proven ability to translate complex data findings into simple, executive-level business language and actionable insights. Operational Excellence: Demonstrated ability to manage competing priorities, meet tight deadlines in a fast-paced environment, and maintain unwavering attention to detail and accuracy. Ability to set and meet deadlines Capability to efficiently complete tasks in a fast-paced environment Technical writing skills Professional verbal and written communication skills required Ability to QA and troubleshoot data Demonstrated ability to manage multiple priorities an d deadlines ModMed Benefits Highlight: At ModMed, we believe it’s important to offer a competitive benefits package designed to meet the diverse needs of our growing workforce. Eligible Modernizers can enroll in a wide range of benefits: United States Comprehensive medical, dental, and vision benefits, including a company Health Savings Account contribution, 401(k): ModMed provides a matching contribution each payday of 50% of your contribution deferred on up to 6% of your compensation. After one year of employment with ModMed, 100% of any matching contribution you receive is yours to keep. Generous Paid Time Off and Paid Parental Leave programs, Company paid Life and Disability benefits, Flexible Spending Account, and Employee Assistance Programs, Company-sponsored Business Resource & Special Interest Groups that provide engaged and supportive communities within ModMed, Professional development opportunities, including tuition reimbursement programs and unlimited access to LinkedIn Learning , Global presence and in-person collaboration opportunities; dog-friendly HQ (US), Hybrid office-based roles and remote availability for some roles, Weekly catered breakfast and lunch, treadmill workstations, Zen, and wellness rooms within our BRIC headquarters. PHISHING SCAM WARNING: ModMed is among several companies recently made aware of a phishing scam involving imposters posing as hiring managers recruiting via email, text and social media. The imposters are creating misleading email accounts, conducting remote "interviews," and making fake job offers in order to collect personal and financial information from unsuspecting individuals. Please be aware that no job offers will be made from ModMed without a formal interview process, and valid communications from our hiring team will come from our employees with a ModMed email address ([email protected]). Please check senders’ email addresses carefully. Additionally, ModMed will not ask you to purchase equipment or supplies as part of your onboarding process. If you are receiving communications as described above, please report them to the FTC website .