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Customer Experience Manager at Virta
Austin, TX, US

Virta is the first company with a clinically-proven treatment to safely and sustainably reverse type-2 diabetes without the use of medications or surgery. Our innovations in nutritional biochemistry, data science and digital tools combined with our clinical expertise are shifting the diabetes treatment paradigm from management to reversal. Our mission: reverse type 2 diabetes in 100 million people by 2025.

The Customer Experience Manager will lead the Patient Experience team and will be responsible for building and scaling our customer support function (Patient Experience team.)

The Patient Experience team is responsible for providing frontline support to Virta patients and applicants through email and phone to ensure our patients can successfully participate in the Virta treatment with as few barriers as possible. Our patients are going through large lifestyle and medical changes and place a lot of trust in the Virta clinic. As such, we must ensure the experience is as seamless and delightful as possible. We strive to build trust with our patients through every interaction and ensure our boss, our patients, are taken care of. 

The Patient Experience team supports our patient and clinician experience as our patients journey to diabetes reversal. Your primary responsibilities in this role will include working with your team to design and improve processes that provide administrative support to our patients, to ensure that our patients can successfully participate in the Virta treatment. You and your team will engage with our applicants and patients to answer any non-clinical questions they may have as they enroll in our treatment and achieve positive health outcomes.

The Customer Experience Manager will own these patient, clinical, and enrollment support processes, define metrics that measure their success, and work with a cross-functional team to fix and improve processes that will scale as Virta transforms more and more patients’ lives!

Responsibilities

  • Build and lead a team of Patient Experience Associates solving our patients’ administrative questions so they can successfully participate in the Virta treatment
  • Develop key performance indicators for the patient experience support team to consistently improve the patient experience
  • Improve upon customer experience workflows, training docs, Standard Operating Procedures, and escalations to ensure clear and consistent communication to patients
  • Be a root cause problem solver-- understand the “why” behind issues and help develop processes and/or product changes to fix problems and improve systems
  • Handle patient and customer escalations on a daily basis with empathy
  • Analyze and advocate for patient pain points through data-driven, solution-oriented feedback to internal partners
  • Own and optimize reporting dashboards, daily workflow and coverage needs (shifts/ schedules)
  • Build and improve on customer support software systems (Zendesk and Salesforce) to improve scalability and impact
  • Scale the team along with Virta’s growth and determine triggers for when additional capacity is needed on the team

90 Day Plan

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

  • Onboard and improve upon current patient, clinical, and enrollment support processes 
  • Own the outcomes of the processes you and your team take on, and improve operational process in a scalable manner to improve key metrics such as CSAT, first response time, time to resolution, etc
  • Develop dashboards and targets for Patient Experience Associates and share best practices across the team to elevate the team’s performance
  • Develop Standard Operating Processes and standardize workflows to ensure consistent communication to patients and clinicians
  • Develop robust onboarding & training materials to scale the team
  • Build relationships across the Operations and Product organizations 

Must-Haves

  • 2+ years of management experience
  • 4+ years of customer service, specifically using Zendesk
  • Process-oriented - exceptional organizational skills and enjoy building scalable operational processes
  • Strong interpersonal skills
  • Enthusiasm for overall customer experience with a proven track record of driving results
  • Genuine passion for leadership, coaching and developing others
  • Flexibility around working schedule and willingness to change schedule as needed to support team and customer needs
  • Eagerness to take on new and varying tasks, as needed
  • Natural curiosity to understanding daily metrics and quantify results
  • An ability to blend both the quantitative with the qualitative to drive insights
  • Desire to represent Virta Health in the most patient-first way possible
  • Outstanding writing, spelling and grammar skills
  • Attention to detail for efficient and effective communication, both externally and internally

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

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.