Senior Analyst, Client Experience & Operations - Mars Veterinary Health

JOB TITLE:

Senior Analyst, Client Experience & Operations - Mars Veterinary Health

LOCATION & SCHEDULE:

Remote - CA, Full time

COMPENSATION:

$103,630.00 - $161,921.88

 

As  part of the Mars Petcare family of businesses, Mars Veterinary Health is a global network of veterinary practices made possible by 75,000 Associates who care for millions of pets across nearly 3,000 clinics in more than 20 countries each year. We are committed to leveraging our reach to make a long-term positive impact on people, pets, and the planet and know our Purpose – A BETTER WORLD FOR PETS – starts with the people who care for them. We strive to offer unparalleled veterinary care for pets by first and foremost enabling and empowering our Associates to do what they love, whether in primary, specialty, and emergency care or management and leadership.

 

This role requires associates to work out of a MVH Hub location in North America | Tampa, FL | Vancouver, WA | Santa Monica, CA. 

Why This Role Matters:

Mars Veterinary Health is building a unified Client Experience and Operations model to support a network of more than 2,000 veterinary practices. As part of this transformation the Senior Analyst, Client Experience & Operations will serve as a critical link between strategy and execution—ensuring priorities translate into action, pilots deliver measurable results, and insights drive decision-making.

This is not a traditional reporting or analytics role. This position acts as an extension of the Director of Client Experience & Operations, helping to coordinate initiatives across Inbound, Outbound, Virtual Care, and Operations functions. The Senior Analyst will track progress, surface risks, connect data to execution, and ensure that pilots, programs, and new capabilities are implemented with clarity and discipline.

The role combines analytical rigor with operational ownership—bringing structure to ambiguity, maintaining momentum across initiatives, and helping scale what works. It is ideal for a highly resourceful, detail-oriented operator who can move between data, strategy, and execution while keeping teams aligned and accountable.

You Will:

Strategy Translation & Execution Alignment

• Translate strategic priorities into clear actions, timelines, and deliverables across Inbound, Outbound, Virtual Care, and Operations teams.

• Track execution against key initiatives, ensuring alignment, accountability, and forward progress across functions.

• Identify gaps, risks, and dependencies early, escalating and resolving issues to maintain momentum.

Pilot Management & Test-and-Learn Execution

• Coordinate and track pilot programs across markets and functions, ensuring clear hypotheses, success metrics, and execution plans.

• Monitor pilot performance, synthesize results, and translate findings into actionable recommendations.

• Support scaling decisions by documenting outcomes, lessons learned, and operational requirements for broader deployment.

Insight Development & Performance Tracking

• Pull and synthesize data from multiple systems and teams to create a clear view of performance across initiatives.

• Develop concise reporting, dashboards, and executive-ready materials that connect data to business impact.

• Conduct targeted analyses to support decision-making, including trend identification, root-cause analysis, and opportunity sizing.

Operational Coordination & Program Management

• Act as a central coordination point across functions, ensuring initiatives are sequenced, communicated, and executed effectively.

• Support planning, testing, and rollout of new tools, processes, and workflows in partnership with Operations and Technology teams.

• Maintain visibility into external and internal changes (e.g., product, pricing, system updates) and ensure alignment with contact center execution.

Communication & Leadership Support

• Develop clear, structured communications, presentations, and documentation to support leadership alignment and decision-making.

• Follow up on key actions, decisions, and commitments across the leadership team to ensure execution discipline.

• Serve as a trusted partner to the Director, enabling focus on strategic priorities by managing day-to-day coordination and detail

Your Experience Should Include:

• Bachelor’s degree in Business, Analytics, Economics, Data Science, Operations, or related field

• Data and project coordination experience preferred

<