Looking to have a game-changing impact on how we prevent, detect and treat health conditions Founded by esteemed academic doctors and scientists, at AMILI, we believe that Good Health Starts with Gut Health and that gut-microbiome-led interventions will help prevent and treat serious diseases ranging from diabetes to cancers, to even dementia and common allergies. To enable this, AMILI uses cutting-edge data analytics and is building the world's largest multi-ethnic gut microbiome reference database to allow the discovery of both clinical and wellness-focused health interventions.
We, at AMILI, are an equal opportunity employer and value diversity. We do not discriminate based on race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
If you are interested in advancing healthcare and are looking for a fast-paced, learning environment, trust your gut and apply today!
Job Scope
The Customer Success & Operations Analyst will be responsible for building and running AMILI Health's customer success / support function to increase customer lifetime value (LTV). This includes managing retention and reactivation programs, handling questions from healthcare professionals (HCPs) and customers, and converting feedback into structured insights that inform commercial and product strategy. The role will also be hands-on in operational execution - working with vendors and internal teams to ensure fulfilment runs smoothly, dashboards and tools are set up properly, and SOPs are created to streamline workflows.
- Build and manage AMILI's Retention Program to increase repeat purchase, product attach, and customer LTV
- Build and manage AMILI's Reactivation Program to retarget existing customers and convert lapsed users back into active purchasers
- Own customer and HCP support workflows: triage inquiries, resolve issues, escalate when needed, and maintain clear response standards and turnaround times.
- Develop and maintain a structured knowledge base (FAQs, macros, internal runbooks) to improve resolution quality and reduce repeat questions.
- Collect, categorise, and prioritise feedback from customers and HCPs; translate this into clear insights, themes, and recommendations for leadership.
- Partner with cross-functional teams to design and maintain dashboards and reporting for retention, reactivation, support performance, and operational SLAs.
- Work with vendors and internal teams to ensure packing, fulfilment and shipping are executed smoothly; track issues, run follow-ups, and implement process fixes.
- Create and maintain SOPs for internal teams and external partners to ensure consistent execution and scalable operations.
Job Requirements
23 years experience in consulting, analytics, customer success, operations, growth ops, or a fast-paced startup role.
- Strong analytical and structured problem-solving skills; able to turn messy inputs into clear priorities and actions.
- High proficiency in Excel / Google Sheets; comfortable working with dashboards, cohorts, funnels, and basic operational metrics.
- Strong written and verbal communication skills with high attention to detail (able to write SOPs, customer responses, and leadership-ready summaries).
- Customer- and HCP-facing maturity: calm, clear, empathetic, and able to handle sensitive questions professionally.
