Lead, Provider Ops Insights & Analytics

Lead, Provider Ops Insights & Analytics

Remote | Full-Time, Salary, Exempt | Includes Benefits, PTO, Flexible Schedule, Equity

About the Role

Provider Operations keeps Steno 's nationwide network of court reporters running — coverage, quality, retention, and growth. Today, many of those calls get made on intuition, because the team is lacking direct access to reliable and comprehensive data. This role exists to close that gap: independently define, build, and own the analytics function for Provider Operations — starting with funnel and coverage visibility and expanding into quality and tiering, retention, coverage forecasting, and more. You'll set the roadmap for what gets built and in what order.

This is a senior individual contributor role reporting to the Sr. Director of Provider Operations. You'll operate with a high degree of autonomy and you'll be trusted to exercise business judgment on trade-offs that affect coverage, cost, and provider experience, not just technical judgment on how to build the analysis.

Who We're Looking For

Someone equal parts analytically strong and operationally curious. You're comfortable with the technical side of the work, but you don't stop at the number — you dig into why it moved, what's driving it operationally, and what it means for the team's next decision. Analysis that's technically correct but that no one can act on isn't a win here; usable, contextualized insight is the bar.

On a Regular Basis, You Will

- Build and own the reporting and analysis backbone for Provider Operations — spanning the provider funnel (sourcing, onboarding, activation), coverage and fill rate, quality and tiering, retention, and rate strategy

- Partner day-to-day with our Provider Operations pillars and leadership to understand how the business actually runs, and translate that context into analysis the team can use

- Own dashboards and recurring reporting that make the health of the provider network visible — where it's working, where it's leaking, and why

- Build and refine a reporter quality and tiering framework that connects performance data to sourcing, retention, and incentive decisions

- Develop coverage and fill rate forecasting that flags risk by market before it becomes a miss

- Analyze retention and rate strategy — what keeps reporters engaged versus what drives attrition

- Field ad hoc data and analysis requests across Provider Operations, prioritizing based on business impact

- Partner with Product, Engineering, and Data to build proper tools and instrumentation, rather than patching solutions together manually long-term

- Present findings and recommendations to Provider Operations leadership and own follow-through on adoption

You'll Thrive in This Role If

- You're analytically strong — comfortable with SQL, dashboarding tools, and turning ambiguous business questions into structured analysis

- You're operationally curious by nature — you understand the operational reality well enough that your analysis is contextualized and immediately usable, not just technically sound

- You can translate complex analysis into something a non-analyst can read, understand, and act on

- You have experience in operations, marketplace, or high-volume service environments, and understand how ground-level work actually happens

- You prioritize well — you know which questions matter most right now and focus there first, rather than chasing every interesting thread

- You're comfortable shipping a useful first version and iterating, rather than waiting for a perfect model

- You communicate clearly, both in writing and when presenting findings to technical and non-technical audiences alike

Qualifications

- 6+ years of experience in analytics, business operations, or a related field, ideally within a marketplace, staffing, or operations-heavy environment

- Demonstrated ability to build reporting and analysis that directly influenced operational decisions

- Proficiency in SQL and mod