Lead, Provider Ops Insights & Analytics

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

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.

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.

• 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'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

• 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 modern dashboarding/BI tools
• Strong written and verbal communication skills

• Steno is an equal opportunity employer; we do not discriminate on the basis of characteristics protected by law. Employment decisions are based on qualifications, merit, and business needs.
• Applicants needing special assistance or accommodations for interviews or website access should contact us at accommodations@steno.com. 
• Information provided to Steno, such as professional credentials and skills, educational and work history, the results of technical skills assessments or working exercises, and other information included in an application, is collected, analyzed, and stored in our system. 
• Steno personnel will always have a steno.com email or contact you via Rippling Recruiting. Background checks are only conducted after an offer is extended. If you haven’t received an expected communication, check your spam.
• Steno uses AI-assisted tools for this role to identify and prioritize candidates whose experience aligns with the role. All hiring decisions are made by our People team.