About the RoleAs 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
The position is 100% remote for those NOT in the San Francisco Bay Area, but will be fully on-site for those who are local.What You Have- 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
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.
