Associate Manager, Customer Operations

This is a fully remote position, open to applicants in United States.

📋 Description

• Assist in customer data operations, which includes member-level outbound file transfers, SFTP configuration and troubleshooting, modifications to data partnerships, and ingestion of marketing contacts or eligibility files.

• Conduct User Acceptance Testing (UAT) and Quality Assurance (QA) for customer launches, product expansions, changes in configuration, and product updates.

• Record testing outcomes and facilitate the resolution or escalation of identified issues.

• Aid in managing eligibility changes and escalations by validating both customer and member data while investigating any discrepancies.

• Ensure precise and audit-ready documentation of customer configurations, data and file setups, testing outcomes, and internal tracking records.

• Collaborate with Implementation, Client Success, Member Administration, Engineering, Data, Analytics, and other teams.

• Handle multiple priorities and suggest enhancements to improve the efficiency, consistency, and reliability of Customer Operations processes.

• Develop an understanding of customer lifecycle processes, core systems, documentation standards, and quality expectations.

• Independently execute assigned UAT, QA, customer configurations, and minor changes in the customer lifecycle.

• Examine common eligibility and data issues, document the findings, and escalate risks or blockers as necessary.

⛳️ Requirements

• Around 2+ years of professional experience in operations, implementation, project coordination, technical support, or a similar field; experience may be replaced by proven independence and impact.

• Strong attention to detail and comfort in working with structured data, spreadsheets, file specifications, and operational systems.

• Excellent problem-solving skills, including the ability to investigate discrepancies, document findings, identify risks, and escalate issues effectively.

• Capacity to manage multiple priorities and collaborate with various teams while adhering to deadlines and clearly communicating progress, dependencies, and blockers.

• Proactive utilization of AI tools to enhance individual output and efficiency.

• A willingness to learn and adapt quickly to new systems and processes.

• Ability to adhere to Virta's security and privacy protocols concerning HIPAA-governed patient information.

🏝️ Benefits

• Equity

• Bonus

• Remote-first work arrangement

• Office hubs located in Denver and San Francisco

• Security and privacy training

• Compensation structure based on location