[Hiring] Commercial Operations Manager @Centivo

Role Description

The Commercial Operations Manager is an individual contributor responsible for leading cross-functional initiatives across Centivo's Commercial organization from discovery through implementation and adoption. This role combines project management, business analysis, process improvement, implementation, and change enablement.

• Independently structure and drive complex initiatives across various teams.
• Manage both the work and do the work.
• Comfortable entering ambiguous situations and identifying necessary actions.
• Gather and document requirements, create process maps and project plans.
• Develop operational processes and coordinate testing and implementation.
• Create and deliver training when needed.

Key Responsibilities

• Project & Cross-Functional Initiative Management:
  • Lead multiple cross-functional Commercial initiatives from initial discovery through implementation, stabilization, and closeout.
  • Develop and maintain comprehensive project plans in Smartsheet.
  • Establish appropriate project governance, meeting cadences, working sessions, and status reporting.
  • Proactively identify and manage risks, issues, dependencies, decisions, and blockers.
  • Maintain RAID logs, decision logs, action items, and other project management artifacts.
  • Hold stakeholders accountable for deliverables and escalate risks or missed commitments when necessary.
  • Provide clear, concise project status reporting.
  • Coordinate work across business and technical teams.
• Business Analysis & Requirements:
  • Serve as the Business Analyst for assigned initiatives.
  • Lead stakeholder interviews, discovery sessions, requirements workshops, and process reviews.
  • Translate business problems and stakeholder needs into documented requirements.
  • Identify gaps, dependencies, exceptions, business rules, and downstream impacts.
  • Define and document acceptance criteria and expected business outcomes.
  • Facilitate decision-making among stakeholders.
• Process Design & Improvement:
  • Document current-state and future-state business processes.
  • Analyze workflows to identify inefficiencies and opportunities for improvement.
  • Facilitate future-state process-design sessions.
  • Define roles, responsibilities, handoffs, and decision points.
  • Ensure new processes are scalable and operationally sustainable.
• Testing, Implementation & Operational Readiness:
  • Develop implementation and operational-readiness plans.
  • Define testing strategies, scenarios, expected results, and acceptance criteria.
  • Create and maintain UAT plans, testing trackers, issue logs, and readiness checklists.
  • Coordinate testing activities and ensure identified issues are documented and resolved.
  • Validate that all requirements are complete before launch.
  • Coordinate implementation activities and provide post-launch support.
• Documentation, Training & Change Enablement:
  • Create operational artifacts required for implementation.
  • Develop SOPs, process documentation, playbooks, and training materials.
  • Assess the impact of changes on Commercial teams.
  • Coordinate stakeholder communications related to process changes.
  • Ensure final documentation is complete and accessible.
• Commercial Operations:
  • Partner with the Director of Revenue Operations to execute Commercial priorities.
  • Support continuous improvement across Commercial functions.
  • Identify operational gaps and recommend improvements.
  • Help establish consistent standards for project execution and documentation.

Qualifications

• 5 years of experience in commercial operations, business operations, project management, business analysis, or process improvement.
• 5 years of experience in healthcare, health benefits, insurance, TPA, or other complex regulated-industry experience.
• Demonstrated experience independently leading complex, cross-functional initiatives.
• Experience building current- and future-state process maps and detailed project plans.
• Experience coordinating UAT and implementation readiness.
• Comfortable facilitating meetings and workshops across functions.
• Strong written and verbal communication skills.

Tools & Technical Skills

• Smartsheet or comparable project/work-management platforms.
• Microsoft Visio or comparable process-mapping tools.
• Salesforce or another enterprise CRM.
• Microsoft Office, Teams, and SharePoint.
• Business requirements and process documentation methodologies.
• UAT/test planning and issue tracking.

Preferred Qualifications

• Formal training or certification in project management, process improvement, Agile, or related methodologies.
• Experience supporting Sales, Client Success, Revenue Operations, or other customer-facing functions.
• Experience working in a highly cross-functional environment.
• Experience supporting CRM, workflow automation, or other Commercial technology implementations.

Centivo Values

• We are resilient.
• We are uncommon.
• We are positive.

Company Description

Centivo is an innovative health plan for self-funded employers on a mission to bring affordable, high-quality healthcare to the millions who struggle to pay their healthcare bills. Anchored around a primary care based ACO model, Centivo saves employers 15 to 30 percent compared to traditional insurance carriers.

Headquartered in Buffalo, NY with offices in New York City and Buffalo, Centivo is backed by leading healthcare and technology investors.