Virta Health is on a mission to transform type 2 diabetes and weight-loss care. 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. We have raised over $350 million from top-tier investors, and partner with the largest health plans, employers, and government organizations to help their employees and members restore their health and take back their lives. Join us on our mission to reverse diabetes and obesity in one billion people.

We are seeking a detail-oriented and proactive Customer Operations Specialist to join our dynamic Implementation team. In this role, you will execute on tasks required to maintain key customer lifecycle operations. You’ll work closely with cross-functional teams to assist in resolving issues efficiently and help advocate for client needs. The ideal candidate is a strong communicator and problem-solver with a passion for operational excellence. This role offers an opportunity to contribute directly to company growth in a fast-paced, mission-driven environment.

Responsibilities

Customer Lifecycle Operations: Complete tasks required to launch new groups within partnerships, program eligibility configuration changes, and operationalize customer expansions and terminations.
Issue Resolution: Under guidance from a manager or senior team members, provide support in triaging and resolving routine issues by applying established policies and procedures. Escalate high-priority or complex issues as necessary.
Cross-Functional Collaboration: Work well with others to complete tasks and projects related to the customer lifecycle, such as setting up eligibility checking for new groups going live with Virta, testing eligibility, completing user acceptance testing and coordinating on completion of tasks needed to process a customer termination. Communicate clearly with other departments, peers and manager to ensure all relevant parties are informed.
Process Knowledge: Learn and apply understanding of Virta’s business model and operational processes to effectively complete tasks, including new group launches, customer expansions into new Virta products and documentation in Salesforce and other trackers, and provide support to the broader Customer Success department, sharing relevant process information as needed.
Process Documentation: Assist in the creation and maintenance of standard operating procedures (SOPs) for customer operations processes.

90 Day Plan

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

Immerse yourself in Virta's mission, products, and values
Build relationships with collaborators across Customer Success, Support, and Product teams.
Learn core tools (Asana, JIRA, Salesforce, Notion) and workflows for tasks you will be performing
Begin completing tasks for new group launches and customer expansions under guidance
Provide support in triaging and resolving routine issues by applying established policies
Increase independence in handling routine customer operations tasks
Make and share observations that contribute to workflow improvements

Must-Haves

Passionate about bringing the Virta Treatment to those who need it most
2+ years of experience in customer operations, project coordination, or a similar supportive role within digital health or healthcare industry
Foundational technical proficiency with project management tools (e.g., Notion, Asana, JIRA) and CRM systems (e.g., Salesforce); eagerness to learn more advanced functionalities
Ability to build effective relationships with internal team members and external customer contacts
A strong interest in identifying inefficiencies and contributing to streamlining processes
Ability to support in resolving routine issues and contribute to cross-functional problem-solving efforts
Ability to manage timely execution of assigned tasks and projects
Inquisitive, asks probing questions to understand the details behind a customer request or issue in order to better problem-solve
Comfortable in a fast-paced and ever-evolving environment
Strong written and verbal communication skills.
Detail-oriented and analytical.

Values-driven culture

Virta’s company values drive our culture, so you’ll do well if:

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

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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 $ 61,009 - 71,775. Information about Virta’s benefits is on our Careers page at: https://www.virtahealth.com/careers.

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.

As a remote-first company, our team is spread across various locations with office hubs in Denver and San Francisco.
Clinical roles: We currently do not hire in the following states: AK, HI, RI
Corporate roles: We currently do not hire in the following states: AK, AR, DE, HI, ME, MS, NM, OK, SD, VT, WI.

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Compensation Range: $61K - $82.5K

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Customer Operations Specialist