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.

  • Use technology and AI-enabled tools responsibly to accelerate workflows while independently validating outputs and recommendations.

• Business Operations + Strategic Initiatives

  • Support strategic initiatives and special projects across the business.

  • Partner with leadership to improve operational effectiveness and enable company growth.

  • Assist with finance and operational reporting activities, including data validation and business analysis. The prior description specifically included finance operational support and invoice-related responsibilities.

  • Contribute to the development of operational processes, success metrics, and…