Associate Manager of Customer Operations

Who you are

• 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
• 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

What the job involves

• 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
• 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
• Within your first 90 days at Virta, we expect you will do the following:
• 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

Benefits

• Remote-first work environment with ability to work from home
• Flexible work hours & time off policy
• Virta pays 99% of all employee health insurance premiums, and 75% for all dependents
• Up to 16 weeks paid parental leave
• Enroll in the Virta treatment for free and give a discount to friends and family
• Internet, home office, learning & development stipends
• Employee Resource Groups like Parents of Virta, Ladies of Virta, and Virtans for DEI
• 401K and ROTH contribution opportunities