[Hiring] Senior Operations Manager, Implementation and Accounts @Commure

Role Description

As a Senior Operations Manager owning both Implementation and the Account lifecycle at Commure, you will play a pivotal role in our Operations team, focusing on Revenue-Cycle Management, by working across the whole organization (Product, Eng, Operations, Sales, and Account Management) to define critical business processes. You will have end-to-end ownership - ensuring efficient execution and a seamless onboarding process for clients and driving business metrics. This is an incredibly high-visibility, high-impact, high-autonomy role that will quickly expand to cover more and more emergent business problem areas. Successfully navigating and solving our hyper-growth challenges will lead to rapid growth in role and responsibility.

What You'll Do

• Ensure the efficient and timely execution of all essential aspects of client onboarding and internal operations projects, from project initiation to launch
• Drive client growth through operational optimization and new growth initiatives
• Act as the primary point of contact for our largest and most complex accounts
• Effectively manage client relationships, ensuring satisfaction and maximizing retention
• Help junior team members manage their relationships by acting as an escalation point for their clients as needed
• Engage in cross-functional collaboration with key internal stakeholders, including Launcher, Account Management, Product, Engineering, Billing, and other Operations teams, to provide an exceptional experience for every customer
• Oversee the entire project management process, ensuring timely, high-quality onboarding and continuous improvement of key metrics
• Drive operational metrics (process throughput, defect rate, etc.)
• Develop and standardize internal processes, reporting, training, and documentation as we scale our customer base by 5–10x over the coming 12 months
• Contribute to designing and implementing systems and processes that facilitate scalability and efficiency

Qualifications

• 6+ years of experience in consulting, investment banking, or operations at a fast-paced SaaS tech company
• Comfortable working with data and proficiency in SQL + Excel
• SQL is a big PLUS or robust analytical experience (ex. finance, consulting, etc)
• Expertise in project management: You have experience deploying multiple projects in a fast-paced environment. You take pride in being on top of things
• Energized By People: You love interacting with customers and consistently seek to deliver a great customer experience
• Truth Seeker: You are relentless in searching for truth, asking questions, and always seeking to understand a customer's requests
• Project Confidence: You are humbly confident and can lead a client meeting and discuss difficult subjects while projecting confidence and trust
• Comfort in Chaos: You are comfortable working in an autonomous environment, can expertly prioritize, and have a knack for identifying internal and external blockers
• Demonstrated drive, intellectual curiosity, attention to detail, and a proven record of success
• Commitment to delivering customer value by thoroughly understanding clients' use cases and aligning them with Commure's best practices
• Experience working cross-functionally with sales, operations, and engineering teams to address clients' needs and support company objectives
• Proficiency in documenting and developing best practices to enable incremental improvement for the Implementation team through each new onboarding experience
• Proficient in Retool, Google Suite is a plus
• Experience in the RCM (Revenue Cycle Management) space is a bonus

Requirements

• Please be aware that all official communication from us will come exclusively from email addresses ending in @commure.com. Any emails from other domains are not affiliated with our organization.
• Employees will act in accordance with the organization’s information security policies, to include but not limited to protecting assets from unauthorized access, disclosure, modification, destruction or interference nor execute particular security processes or activities.
• Employees will report to the information security office any confirmed or potential events or other risks to the organization.
• Employees will be required to attest to these requirements upon hire and on an annual basis.