Senior Customer Operations Analyst – Canadian Pharma & Healthcare Payer Rebate Management Specialist

About brighthush

brighthush is a trailblazer in the healthcare technology space, redefining how drug pricing, access, and rebate management are handled across North America and beyond. With a mission to make high‑quality medicines more affordable and accessible, brighthush’s cloud‑based platform empowers health insurers, government agencies, hospital payers, and pharmaceutical companies to navigate the complex world of drug pricing agreements with confidence and clarity. Our solutions streamline rebate calculations, automate compliance workflows, and deliver actionable insights that drive better value for patients, payers, and manufacturers alike.

As a rapidly scaling global leader, brighthush is committed to fostering a culture of innovation, collaboration, and continuous learning. We believe that the best ideas come from diverse perspectives, and we actively support our teams with mentorship, training, and opportunities to shape the future of healthcare.

Why This Role Matters

In Canada, the drug rebate landscape is evolving at a breakneck pace. New regulations, shifting payer expectations, and the growing demand for transparency create both challenges and opportunities. As a Customer Operations Analyst, you will be at the forefront of this transformation, ensuring that our Canadian customers receive accurate, timely rebates while driving process improvements that set new industry standards.

Key Responsibilities

• End‑to‑End Rebate Management: Oversee the full lifecycle of rebate processing for Canadian pharma and healthcare payer clients, from data ingestion to final reconciliation. Maintain meticulous records, ensure compliance with provincial and federal regulations, and deliver high‑quality reports on schedule.
• Subject Matter Expertise: Become the go‑to authority on Canadian drug rebate rules, payer contracts, and pricing frameworks. Translate complex regulatory nuances into clear, actionable guidance for both internal teams and external partners.
• Process Optimization & Automation: Identify bottlenecks, redundancies, and inefficiencies in current workflows. Partner with Product and Engineering to design and implement automated solutions—such as rule‑based engines, data pipelines, and AI‑driven analytics—that reduce manual effort and increase accuracy.
• Data Analysis & Insight Generation: Lead retrospective rebate analyses to uncover trends, cost drivers, and opportunities for savings. Use tools like Excel, SQL, and Power BI to build dashboards, visualizations, and executive summaries that inform strategic decisions.
• Stakeholder Communication: Serve as the primary liaison between brighthush, clients, and external partners. Present findings, address inquiries, and facilitate workshops that clarify rebate processes and expectations.
• Knowledge Management: Document best practices, SOPs, and troubleshooting guides. Contribute to the internal knowledge base to ensure continuous learning across the organization.
• Client Onboarding & Training: Support new clients in setting up data feeds, configuring rebate rules, and understanding platform capabilities. Deliver training sessions and create onboarding materials that accelerate adoption.

Essential Qualifications

• 4–5 years of experience in customer operations, business analysis, or data analytics within the healthcare or pharmaceutical sector.
• Deep familiarity with drug reimbursement processes, pricing agreements, and rebate structures in Canada.
• Proven track record of identifying process gaps and leading automation or tooling initiatives.
• Advanced analytical skills with proficiency in Excel, SQL, and Power BI (or equivalent BI tools).
• Strong project management capabilities—capable of juggling multiple priorities, meeting deadlines, and coordinating cross‑functional teams.
• Excellent written and verbal communication in English; proficiency in French is a distinct advantage.
• Self‑motivated, detail‑oriented, and comfortable working both independently and collaboratively in a fast‑paced environment.

Preferred Qualifications

• Experience with cloud‑based healthcare platforms or SaaS solutions.
• Knowledge of Canadian provincial rebate programs (e.g., Ontario Drug Benefit, BC PharmaCare) and federal drug pricing regulations.
• Background in data engineering or ETL processes.
• Certifications in data analytics (e.g., Microsoft Certified: Data Analyst Associate) or project management (e.g., PMP, Scrum Master).
• Previous exposure to stakeholder‑driven product development cycles.

Core Competencies & Soft Skills

• Analytical Thinking: Ability to dissect complex data sets, identify patterns, and translate findings into actionable recommendations.
• Problem‑Solving: A proactive mindset that turns ambiguity into clarity and challenges into opportunities.
• Communication: Clear, concise, and persuasive communication across technical and non‑technical audiences.
• Collaboration: Comfortable working with cross‑functional teams—Product, Engineering, Sales, and Customer Success—to achieve shared goals.
• Adaptability: Thrives in a dynamic, evolving environment where priorities shift quickly.
• Customer‑Centricity: Deep empathy for client needs and a commitment to delivering exceptional service.

Career Growth & Learning Opportunities

At brighthush, your professional journey is supported by a robust learning ecosystem:

• Access to industry‑leading training programs, certifications, and workshops.
• Mentorship from senior leaders who are pioneers in healthcare technology.
• Clear career pathways—from Analyst to Senior Analyst, to Product Owner or Operations Lead.
• Cross‑functional projects that broaden your skill set and expose you to new domains.
• Regular performance reviews with actionable feedback and growth plans.

Work Environment & Company Culture

brighthush is built on a foundation of trust, transparency, and teamwork. We celebrate diversity, encourage open dialogue, and value every voice. Our hybrid work model offers flexibility, allowing you to balance in‑office collaboration with remote productivity.

Key cultural pillars include:

• Innovation Hub: A safe space to experiment, prototype, and iterate on new ideas.
• Community Impact: Projects that directly improve patient access to medicines.
• Regular hackathons, knowledge‑sharing sessions, and social events.
• Commitment to sustainability and responsible business practices.

Compensation & Perks

While specific figures vary based on experience, brighthush offers a competitive total rewards package that includes:

• Base salary aligned with market benchmarks for senior analytics roles in Canada.
• Performance‑based bonuses and equity options that reflect your impact on the company’s growth.
• Comprehensive health, dental, and vision coverage.
• Flexible work arrangements, including remote work options and generous paid time off.
• Wellness programs, mental health support, and employee assistance resources.
• Annual professional development budget and access to industry conferences.

Ready to Make a Difference?

If you are passionate about leveraging data to unlock better healthcare outcomes, thrive on turning complexity into opportunity, and want to be part of a mission‑driven team that is reshaping drug access in Canada, we want to hear from you.

Join brighthush and help bridge the gap to faster, smarter access to medicines for patients across the country. Apply today and become a catalyst for change in the healthcare industry.