Senior Operations Manager

Who you are

• 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

What the job involves

• 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
• 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