Senior Operations Specialist

Key Responsibilities Client Onboarding, Vendor Due Dilligence + Risk Management

• Serve as the primary subject matter expert for third-party onboarding, vendor due diligence, information security assessments, procurement requests, and client risk management processes.

• Manage onboarding activities from initiation through completion, coordinating efforts across Information Security, Product, Engineering, Operations, Legal, Finance, and Executive Leadership.

• Partner directly with clients to ensure timely completion of onboarding requests, questionnaires, audits, and due diligence activities.

• Build and maintain deep knowledge of Versana's platform, security controls, policies, and operational processes.

• Maintain response libraries, supporting documentation, and process improvements that increase efficiency and consistency.

• Continuously identify opportunities to improve onboarding workflows and client experience.

Client Operations + Service Delivery

• Own customer SLA reporting and monitoring, ensuring performance remains aligned with contractual obligations.

• Develop and deliver recurring customer and operational performance reporting.

• Analyze trends and identify opportunities to improve service delivery and operational effectiveness.

• Partner with Client Success, Product, and Engineering teams to enhance the client experience.

• Support operational readiness and execution for new clients, products, and strategic initiatives.

Operational Governance, Polices + Internal Controls

• Maintain the company's policy inventory and governance framework, including coordinating periodic reviews and updates.

• Support operational risk management, audit activities, and compliance initiatives.

• Partner with leadership to strengthen internal controls, governance processes, and operational maturity.

• Coordinate cross-functional activities related to audits, certifications, customer requests, and regulatory inquiries.

• Identify operational risks and recommend process improvements and mitigation strategies.

Executive Reporting + Business Intelligence

• Develop executive, board-level, and management reporting materials that provide meaningful insights into business performance.

• Prepare presentation materials for executive leadership, strategic initiatives, client meetings, and board discussions.

• Transform operational and business data into clear narratives and actionable recommendations.

• Build and maintain dashboards, KPIs, scorecards, and reporting frameworks that support data-driven decision making.

• Partner with leadership and internal teams to enhance reporting quality, consistency, and visibility.

• Deliver recurring management reporting on customer, operational, and business performance metrics.

Data Analysis + Operational Excellence

• Analyze operational, customer, and business data to identify trends, opportunities, and risks.

• Develop meaningful metrics and performance indicators that provide visibility into organizational health and performance.

• Partner with data and technology teams to improve reporting capabilities and operational insights.

• Identify opportunities for automation, process optimization, and operational efficiencies.

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