Operations Analyst Jobs in Fort Washington, MD (NOW HIRING)

Compensation: $110,000 - $130,000/year

Team & Position Details:
As 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.
• CSE System and Process Support
  • 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.
• Reporting & Visibility
  • 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.
• Light System Configuration
  • 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.
• Data Hygiene
  • Perform data cleanup and maintenance tasks across Salesforce, Jira, Confluence, Google Sheets, and other tools to ensure CSE-related records are accurate and trustworthy.
• Cross-Team Project Work
  • 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 excellence
• Strong sense of urgency with an action-oriented mindset
• Able to collaborate and adapt to shifting priorities as business needs evolve
• Comfortable 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 Program
• Access to Headspace, a mental health app tailored to your specific needs.
• A flat 3% contribution to your retirement account
• A high degree of flexibility - Have an appointment, errand, or family emergency to take care of? Hop to it! We give you the time and space to take care of you and your own first.

In addition to wellbeing, Virtru places a strong emphasis on diversity, equity, inclusion, and belonging. Our DB&I Council is dedicated to fostering an inclusive workplace and making the psychological safety of each and every one of our teammates a top priority. 

Additional perks include: 

• Competitive compensation
• Generous parental, medical, and bereavement policies
• Uncapped commissions for Sales roles
• 401K contribution and stock options
• Full medical, dental, and vision benefits
• New Hire Swag and IT Welcome boxes
• Structured semi-annual 360 performance reviews

Virtru is committed to building an inclusive environment for people of all backgrounds and everyone is encouraged to apply. Virtru is an Equal Opportunity Employer and does not discriminate on the basis of race, color, gender, religion, disability, national origin, protected veteran status, age, or any other status protected by applicable national, federal, state, or local law.