Real Time Analyst

Clipboard; Toronto; On-site; CAD 70,000 - 90,000; Full time

Job summary

A leading marketplace company in Toronto is seeking a Real Time Analyst to manage live operations and ensure queue stability. The ideal candidate will possess advanced skills in Google Sheets, real-time operations, and root-cause analysis. Responsibilities include monitoring performance, analyzing incidents, and coordinating actions during operational challenges. This role requires strong independent judgment and clear communication skills to relay complex information succinctly. Flexibility in working hours for optimal 24/7 coverage is necessary.

Qualifications

• Proven experience in real-time operations within high-volume, time-sensitive environments.
• Advanced proficiency in Google Sheets for large dataset manipulation and automation.
• Demonstrated ability to perform root-cause analysis and investigative work.
• Strong independent judgment in high-pressure situations with minimal oversight.

Responsibilities

• Own real-time queue management ensuring operational stability.
• Monitor live performance and conduct root-cause investigations.
• Provide clear updates during high-pressure incidents.
• Coordinate actions and document decisions during queues.
• Build forensic analyses of queue performance using Google Sheets.

Skills

Real-time operations

Workforce management

Queue governance

Google Sheets proficiency

Root-cause analysis

Excellent written communication

Operational process standardization

Job description

Why Clipboard Exists:

We exist to lift as many people up the socioeconomic ladder as possible. We dramatically improve lives by letting professionals turn extra time and ambition into career growth and financial opportunity. We achieve this with our app-based marketplace that connects workplaces and professionals, allowing professionals to book on-demand shifts and workplaces to access on-demand talent.

About Clipboard:

Clipboard is a fast-growing Series C marketplace. We are a leader in our Long Term Care vertical and are expanding into several others (Dental Offices, Schools, etc). We are a YC Top Company with a global, remote team of 700+ people. We have been profitable since 2022, and fill millions of shifts annually at partner workplaces across the US, where tens of thousands of professionals work with us every year. We are looking for your help to keep growing so we can serve more professionals and workplaces. To learn more about us, take a look at our website here.

Overview

We are seeking a Real Time Analyst (RTA) to serve as a primary layer for live operations across our Operations Team. This role is designed for a highly autonomous, forensic operator who can independently maintain queue stability, investigate anomalies, and make high-judgment operational decisions without supervision. You will be a trusted owner of our live queues, responsible not only for day-to-day stability but also for helping build the foundational framework that enables scalable, 24/7 queue management.

Responsibilities

• Own real-time queue management across multiple lines of business, ensuring SLA protection and operational stability in a dynamic, 24/7 environment.
• Monitor live performance, identify anomalies, and conduct root-cause investigations to determine why changes are occurring, not just what is happening.
• Distill complex operational signals into clear, concise, and actionable updates for leadership and stakeholders during high-pressure incidents.
• Exercise independent judgment to resolve outliers and crisis situations that fall outside established SOPs, particularly during off-hours or low-support periods.
• Build and maintain forensic analyses of queue performance using Google Sheets, including large data manipulation, ad-hoc modeling, and automated tracking tools.
• Serve as a control function and voice of reason during incidents, coordinating actions, documenting decisions, and ensuring consistent execution of operational levers.
• Partner with Operations and related teams to identify systemic risks, recurring issues, and opportunities for operational improvement.
• Support the development of governed, threshold-based alerting and guardrails for queue management, aux swapping, and outbound logic.
• Maintain a mission-first mindset with flexibility in working hours to support true 24/7 coverage as part of a small, highly interdependent team.

Qualifications

• Proven experience in real-time operations, workforce management, or queue governance roles within high-volume, time-sensitive environments.
• Advanced proficiency in Google Sheets, including the ability to manipulate large datasets, build forensic audits from scratch, and automate manual processes; this is non-negotiable.
• Demonstrated ability to perform root-cause analysis and investigative work, translating noisy or ambiguous data into clear operational insights.
• Strong independent judgment and comfort operating autonomously in high-pressure situations with minimal oversight.
• Excellent written communication skills, with the ability to summarize complex queue dynamics into clear, jargon-free narratives for diverse stakeholders.
• Experience working across multiple operational workflows or lines of business, with an understanding of how upstream and downstream changes impact live performance.
• Comfort with non-traditional schedules and a willingness to adapt working hours based on operational need.
• Experience helping define or standardize operational processes, alerts, or governance frameworks is a strong plus.

What Success Looks Like

• Live queues remain stable, governed, and resilient across all supported lines of business, even during unexpected spikes, outages, or incidents.
• Operational anomalies are quickly investigated, with root causes clearly identified and communicated, reducing repeat issues and leadership uncertainty.
• Stakeholders receive timely, clear updates during incidents that explain impact, cause, and corrective actions in a concise and actionable manner.
• The RTA operates as a trusted owner of the queue, making correct, independent decisions without the need for shared intervention.
• Queue management matures from reactive, ad-hoc responses into a documented, standardized, and governed operating model.
• Alerting, playbooks, and guardrails enable scalable 24/7 operations while allowing the RTA team to remain focused on live queue health as their top priority.