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 1 billion people.
As VP, Member Success, this role is responsible for leading and scaling Virta’s a one-of-a-kind, mission-driven care-delivery organization in healthcare. Virta’s care delivery organization provides life-transformational, outstanding care to our and is scaling rapidly.
Health Coaches are critical to the success of our members and, therefore, to Virta’s success. Success is measured in member retention and outcomes, coaching quality, cost of service, and employee engagement. Because the team and the technology is constantly evolving, this VP, Member Success role will continue to evolve as well.
The VP, Member Success will oversee a large-scale, remote team consisting of 300+ leaders and coaches responsible for delivering high-quality effective care. This role will directly manage a team of Senior Coach Leaders, responsible for hundreds of team members as we continue to scale. Because the team is sizable, you will need to foster an environment of continuous improvement and coach your Managers and Senior Leaders while at the same time developing objective systems of evaluation that allow for scalable performance management.
Building & Leading a High Performing Team
Build a high performing manager leadership bench, eventually building out director layer and infrastructure as well
Define clear expectations around clinical outcomes, member engagement and member satisfaction for the team as we scale
Drive a performance management process to enhance individual and team contribution
Partner with Care Operations to develop an effective quality assessment system and ensure alignment with Coach Leadership team
Collaborate with Virta Medical Group Leadership team to support continued clinical alignment and cohesive member experience
Create an environment that attracts, retains, and motivates a diverse group of high-performers at all levels who are excited to rapidly iterate
Lead initiatives to scale the culture and improve Coach fulfillment as we grow
Scaling Our Care
Partner with the Recruiting team to scale our Coach team by ensuring we have an efficient and effective hiring process, including identifying the skills needed to be an effective Coach, Manager, and Senior Manager and develop ways to assess these skills at scale. Ensure alignment on expectations with everyone on the hiring team.
Partner with Care Operations to ensure onboarding and training is effective and scalable and meeting the needs of the organization
Create robust change management processes and communication strategies to provide clarity and alignment for a 300+ person organization
Set and communicate a vision for the Coach team and motivate the team to achieve this vision, especially during periods of high growth and/or change
Driving Improvements in Member Outcomes and Care Delivery
Innovate on our care processes in partnership with Product & Tech leadership to deliver improved outcomes to all of our members as we scale
Design and manage pilots/experiments to improve member experience and coaching effectiveness at scale. Drive mindset of continuous improvement across the entire team, ensuring successful roll-out of key changes.
Stay on top of trends by anticipating and preventing future bottlenecks to scaling effectively
10+ years in a progressive leadership role
Experience leading a customer/member focused team
Demonstrated expertise managing increasingly complex and large operating teams with multiple management layers
Demonstrated ability scaling an organization while improving quality/retention and NPS
Experience creating scalable systems to measure and improve high quality
Demonstrated ability to coach and develop leaders at all levels and build out new layers of leadership
Some experience in healthcare is strongly preferred
Experience in a growth-stage organization or similar environment
Strong communication, collaboration, and team-building skills.
Ability to influence and manage up / sideways
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
Is this role not quite what you're looking for? Join our Talent Community and follow us on Linkedin to stay connected!
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.
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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 $220,000-260,000. This role is also eligible to earn annual bonuses pursuant to the terms and conditions of the Company’s incentive compensation plan.
Final offer amounts are determined by multiple factors including, but not limited to, the scope and responsibilities of the role, the selected candidate’s work experience, education and training, the work location as well as market and business considerations.
Information about Virta’s benefits is on our Careers page at: https://www.virtahealth.com/careers.
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