Associate Customer Operations Manager

Virta Health is on a mission to reverse metabolic disease in one billion people. Current treatment approaches aren’t working—over half of US adults have either type 2 diabetes or prediabetes, and obesity rates are at an all-time high. Virta is changing this by helping people reverse their metabolic condition through innovations in technology, personalized nutrition, and virtual care delivery reinvented from the ground up. They have raised over $350 million from top-tier investors and partner with major health plans, employers, and government organizations to restore health and improve lives.

As an Associate Customer Operations Manager, you’ll help maintain the operational foundation of Virta’s customer experience across launches and lifecycle changes. You’ll take ownership of tasks in data operations, eligibility, user acceptance testing (UAT), quality assurance (QA), and customer configuration, collaborating with cross-functional teams to ensure accuracy, timeliness, and thorough documentation. Over time, you’ll develop independence in managing smaller initiatives while identifying risks, troubleshooting issues, and improving processes.

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; document results and resolve identified issues.

• Support eligibility changes and escalations by validating customer and member data, investigating discrepancies, coordinating with internal partners, and surfacing risks or blockers.

• Maintain accurate, audit-ready documentation for customer configuration, data and file setup records, testing results, and internal trackers.

• Coordinate tactically with partners across Implementation, Client Success, Member Administration, Engineering, Data, Analytics, and other teams, providing clear context, status updates, and follow-through.

• Manage multiple priorities while identifying recurring issues and recommending practical improvements to 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 execute core data operations workflows, including outbound file feeds, SFTP setup and troubleshooting, claims file setup, data partner changes, and eligibility file ingestion.

• Independently complete assigned UAT, QA, customer configuration, and smaller customer lifecycle changes with high accuracy.

• Investigate common eligibility and data issues, validate details, document findings, and demonstrate sound judgment in escalation.

• Manage assigned work across multiple customers and priorities while meeting timelines and proactively communicating status, risks, dependencies, and blockers.

• Identify at least one practical opportunity to improve a recurring Customer Operations process.

Must-Haves

• 2+ years of professional experience in operations, implementation, project coordination, technical support, or a related field.

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

• Strong problem-solving skills, including the ability to investigate discrepancies, document findings, identify risk, and escalate effectively.

• Ability to manage multiple priorities and collaborate across teams while meeting deadlines and communicating progress.

• Proactive use of AI tools to improve efficiency and agility in learning new systems and processes.