Operations Analyst

From day one at Unobravo, we’ve been on a mission to make mental health support truly accessible to everyone by normalizing therapy, fostering openness, and breaking down the stigma that still surrounds it.

Our success is driven by an exceptional team dedicated to providing high-quality, accessible care, anytime, anywhere. With over 9,000 qualified therapists and more than 7 million therapy sessions delivered , we’re proud to have made a meaningful difference in countless lives.

This is an opportunity to drive the growth of our corporate mental health solutions and scale Unobravo’s impact in the world of work.

We’re seeking someone bold, commercially sharp, and impact-driven, ready to fuel our international expansion through strong partnerships with companies.

The Essentials

• Seniority: Mid-level
• Languages: Italian, English (fluent)
• Preferred Location: Milan

What You’ll Do

As an Operations Specialist , you will play a key role in ensuring the operational excellence of the therapy journey , monitoring performance end-to-end and proactively addressing risks, bottlenecks, and disruptions.

Your main responsibilities will include:

• Monitor daily operational performance through dedicated dashboards.
• Proactively identify delays, bottlenecks, and SLA breaches across the patient journey.
• Manage and resolve operational issues related to patient–therapist matching, session scheduling, payments, and invoicing.
• Trigger corrective actions and targeted follow-ups to prevent drops and care discontinuity.
• Lead root-cause analysis for recurring issues and implement preventive improvements to reduce reoccurrence.
• Collaborate closely with the Clinical team on clinically related topics and signals.
• Work closely with local operations coordinators to manage location-specific operational issues and ensure smooth service delivery.
• Define, maintain, and monitor SLAs, alerts, and operational thresholds.
• Contribute to capacity planning, hiring needs, and continuous process improvement.
• Prepare and share the End-of-Day (EOD) operational report.

✅ Must-have skills

• 3–5 years of experience in Operations, Service Operations or Program Management (preferably in high-volume scale-ups).
• Experience working in fast-paced, high-variability operational environments.
• Strong familiarity with operational metrics, SLAs, and structured workflows.
• Proven experience coordinating cross-functional stakeholders.
• Strong problem-solving skills, with a structured approach to root-cause analysis and continuous improvement.
• Strong analytical mindset with a strong bias toward execution.
• Fluency in English.

✨ Not everyone checks every box, and that’s okay. If this role inspires you and you’re passionate about making an impact in our mission, we’d love to hear from you.

What we offer