[Hiring] Associate Manager, Customer Operations @Virta Health

Role Description

As an Associate Customer Operations Manager, you'll help keep the operational foundation of Virta's customer experience running smoothly across launches and ongoing lifecycle changes. You'll take ownership of defined work across data operations, eligibility, user acceptance testing (UAT), quality assurance (QA), and customer configuration, partnering with teammates and cross-functional groups to ensure changes are accurate, timely, and well documented. Over time, you'll build independence in managing smaller, less complex initiatives while learning to identify risks, troubleshoot issues, and improve repeatable processes. This is a great opportunity for someone who enjoys detailed work, follows problems through to resolution, and wants to grow at the intersection of customer operations, healthcare data, and technical execution.

Responsibilities

• Support customer data operations, including member-level outbound file feeds; SFTP setup, access, and issue resolution; data partner changes; and marketing contact or eligibility file ingestion.
• Execute UAT and QA for customer launches, product expansions, configuration changes, and product updates; clearly document results and drive identified issues to the appropriate resolution or escalation path.
• Support eligibility changes and escalations by validating customer and member data, investigating discrepancies, coordinating with internal partners, and promptly surfacing risks or blockers.
• Maintain accurate, audit-ready customer configuration documentation, data and file setup records, testing results, and internal trackers.
• Coordinate tactically with partners across Implementation, Client Success, Member Administration, Engineering and Data, Analytics, and other teams, providing clear context, status updates, and follow-through.
• Manage multiple assigned priorities while identifying recurring issues and recommending practical improvements that make Customer Operations processes more efficient, consistent, and reliable.

90 Day Plan

• Build a strong understanding of Virta's customer lifecycle processes, core systems, documentation standards, and quality expectations.
• Learn and begin executing core data operations workflows, including outbound file feeds, SFTP setup and troubleshooting, claims file setup, data partner changes, and marketing contact or eligibility file ingestion.
• Independently complete assigned UAT, QA, customer configuration, and smaller customer lifecycle changes with a high level of accuracy and appropriate manager support.
• Investigate common eligibility and data issues, validate relevant details, document findings clearly, and demonstrate sound judgment about when and how to escalate.
• Manage assigned work across multiple customers and priorities while meeting timelines and proactively communicating status, risks, dependencies, and blockers.
• Become a reliable cross-functional partner and identify at least one practical opportunity to make a recurring Customer Operations process more efficient, consistent, or scalable.

Must-Haves

• Approximately 2+ years of professional experience in operations, implementation, project coordination, technical support, or a related field; experience may be substituted by demonstrated independence and impact.
• Strong attention to detail and comfort working with structured data, spreadsheets, file specifications, and operational systems to produce accurate, high-quality work.
• Strong problem-solving skills, including the ability to investigate discrepancies, document findings, identify risk, and escalate effectively when support is needed.
• Ability to manage multiple priorities and collaborate across teams while meeting deadlines and communicating progress, dependencies, and blockers clearly.
• Demonstrates proactive use of AI tools to improve individual output and efficiency, along with the curiosity and learning agility to quickly build proficiency in new systems and processes.

Values-driven culture

• You put people first and take care of yourself, your peers, and our patients equally.
• You have a strong sense of ownership and take initiative while empowering others to do the same.
• You prioritize positive impact over busy work.
• You have no ego and understand that everyone has something to bring to the table regardless of experience.
• You appreciate transparency and promote trust and empowerment through open access of information.
• You are evidence-based and prioritize data and science over seniority or dogma.
• You take risks and rapidly iterate.

Compensation

Virta has a location-based compensation structure. Starting pay will be based on a number of factors and commensurate with qualifications & experience. For this role, the compensation range is $70,000 to $85,000.

Privacy and Security

As part of your duties at Virta, you may come in contact with sensitive patient information that is governed by HIPAA. Throughout your career at Virta, you will be expected to follow Virta's security and privacy procedures to ensure our patients' information remains strictly confidential. Security and privacy training will be provided.

Remote Work

As a remote-first company, our team is spread across various locations with office hubs in Denver and San Francisco.

Application Process

Virta uses Ashby as its applicant tracking system, which incorporates AI-powered tools in certain aspects of the recruiting process, including application review, candidate screening, and interview note taking; your data is not used to train AI models, and all final hiring decisions are made by Virta Health personnel.