Operations Analyst

Operations AnalystWashington, DC - RemoteWhile the rest of the security industry obsesses over locking data down to prevent it from being lost or stolen, we're doing something fundamentally different at Virtru. We're setting data free so that you can intentionally share it with others, but without sacrificing security, privacy, or control.We've created both a suite of powerful data protection applications and an open platform that's sparking an ecosystem of innovation. Through the Trusted Data Format (TDF) open standard, we're not just protecting data; we're creating a new paradigm where security enables sharing rather than preventing it.Think of us as the Android of data protection: a robust platform with an open core that developers and partners can build upon, coupled with our own best-in-class applications that showcase what's possible when you reimagine security from the ground up.Backed by Iconiq Capital, Bessemer Venture Partners, Foundry Capital, and Tiger Global, we're helping Fortune 500 companies and government agencies discover that true data security means having the freedom to share, collaborate, and innovate — without compromise.Compensation: $110,000 – $130,000/yearAs an Operations Analyst, you will be reporting to the VP of Customer Solutions & Engineering Operations. Customer Solutions and Engineering (CSE) is responsible for managing complex customer deployments, and providing ongoing support for Virtru's 6,000 customers across all industries, including classified public sector work. In order for this organization to scale, the systems and processes that support it will need regular review & optimization.In this role, you'll ensure that the CSE organization's day-to-day operational needs are supported by Virtru's CRM, task management, and PM tools — including Salesforce, Jira, Asana, and Confluence — along with the data and reporting layers built on top of them. You'll regularly review CSE's core processes, identify opportunities to drive efficiency, and build reporting that gives department leadership visibility into key areas of performance.This is a great role for someone who enjoys operating at the seams between people, process, and systems. A qualified candidate will possess curiosity, a strong interest in learning the business, and a proven track record of driving process & system improvement.You'll report to the VP of CSE Operations, with a close working relationship to Virtru's Operations & Analytics team for cross-functional projects.As an Operations Analyst, your responsibilities will include:Serve as a go-to resource for CSE operational needs, ensuring core processes are supported end-to-end by Virtru's tech stack.Identify recurring friction points in CSE's workflows and work with department leadership to drive improvements through process change, system configuration, and enablement.Build and maintain reporting that gives CSE leadership and delivery teams visibility into project status, resourcing, utilization, pipeline, and other key metrics.Partner with the Operations & Analytics team on more complex systems and data initiatives that touch CSE — representing CSE's needs and helping translate them into clear requirements.Act as the first line of support within CSE for questions and issues related to supporting systems (Salesforce, Jira, project tracking tools, etc.), resolving what you can and routing the rest appropriately.Document CSE's recurring operational processes and own governance and continuous improvement.Build and maintain dashboards and reports that surface the metrics CSE leadership relies on to run the business.Respond to ad hoc reporting requests from CSE leadership and delivery managers, providing timely and accurate insights.Make light, well-scoped configuration changes in Salesforce and adjacent systems to better support CSE workflows (e.g., page layouts, list views, simple field/validation changes, report folders).Collaborate cross-functionally with the Operations and Analytics team on more complex automation or data model changes, partnering on scoping through implementation.Perform data cleanup and maintenance tasks across Salesforce, Jira, Confluence, Google Sheets, and other tools to ensure CSE-related records are accurate and trustworthy.Partner with other teams across Virtru on complex projects that impact CSE — gathering requirements, testing changes, and helping with rollout and enablement.Take on ad hoc projects that drive efficiency or create value across CSE's operations.Skills that will help you thrive in this role:Business Knowledge Demonstrates a firm understanding of Virtru's business and priorities, with a particular focus on how CSE delivers value to customers.Understands how a given project or priority relates to Virtru's goals and to CSE's delivery objectives.Builds a working knowledge of Virtru's business metrics and how CSE's mandate fits into them.Proactively presents options to CSE and Operations leadership to solve problems.Communication Skills Communicates clear insights to stakeholders at all levels, from individual contributors on the delivery team to executive leadership.Presents relevant information in a linear fashion that can be understood by non-experts when necessary.Displays poise and confidence when presenting findings.Cross Functional Collaboration Works to enable CSE team members to work more effectively, with an emphasis on understanding their needs and workflows and tailoring solutions to them.Involves all relevant stakeholders and escalates to the appropriate CSE or Operations leader when necessary.Acts as a trusted bridge between the CSE team and the Operations & Analytics team.2-3+ years of experience in an operations, business analyst, project coordination, or similar role — ideally supporting a delivery-, services-, or customer-facing team.Strong organizational skills and attention to detail, with a track record of keeping multiple workstreams moving in parallel.Comfort working in spreadsheets at an intermediate-to-advanced level (Excel and/or Google Sheets — pivot tables, lookups, basic data modeling).Familiarity with Salesforce as an end user, including comfort building reports and basic list views; willingness to grow into light admin-style configuration work.Strong written and verbal communication skills, with the ability to translate ambiguous requests into clear requirements.A bias toward action and continuous improvement — you notice when something is inefficient and want to fix it.Nice-to-haves (none of these are firm requirements):Experience with SQL, including writing queries against a CRM or data warehouse.Experience with BI tools such as Tableau or Looker.Exposure to professional services automation (PSA) tools, or project management platforms.Prior experience working with or adjacent to a customer-facing delivery, professional services, or solutions engineering team.Experience in SaaS or recurring revenue businesses.Virtruvian qualities that will set you up for success:Thinking outside of the box to respectfully challenge your teammates and managers in the pursuit of excellenceStrong sense of urgency with an action-oriented mindsetAble to collaborate and adapt to shifting priorities as business needs evolveComfortable with asynchronous communication including slack, email, zoom, etc.Perks & Benefits:At Virtru, we believe people do their best work when their wellbeing is put first. This is why we make your wellbeing our priority with a thoughtful and holistic program that encompasses Occupational, Mental, Social, Physical, and Environmental Wellness by offering benefits such as…A Flexible PTO policy — we strongly encourage you to take time off (in addition to 14 holidays) to ensure that you are getting the proper time needed to unplug and recharge.A $1,500 annual Learning & Development Stipend focused on providing you the resources to continually learn and professionally grow.Frequent company-sponsored team celebrations that provide ample opportunities to connect with teammates and be social!Access to an Employee Assistance ProgramAccess to