Commercial Operations Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee a variety of cross-functional Commercial projects from initial discovery to implementation, stabilization, and closeout.

• Create and manage project plans using Smartsheet.

• Set up project governance, meeting schedules, working sessions, and status updates.

• Recognize and manage risks, issues, dependencies, decisions, and obstacles.

• Keep RAID logs, decision logs, action items, and other project documentation updated.

• Ensure stakeholder accountability and escalate risks or unmet commitments.

• Facilitate collaboration between business and technical teams.

• Conduct stakeholder interviews, discovery sessions, requirements workshops, and process evaluations.

• Convert business challenges and stakeholder requirements into business and functional specifications.

• Identify gaps, dependencies, exceptions, business rules, and potential downstream effects.

• Establish acceptance criteria and anticipated business results.

• Document both current and future processes using Microsoft Visio or similar tools.

• Evaluate workflows to pinpoint inefficiencies, ownership challenges, handoffs, risks, and opportunities for automation.

• Lead sessions for designing future-state processes.

• Specify roles, responsibilities, handoffs, decision points, business rules, and service-level expectations.

• Create RACI matrices and ownership frameworks.

• Formulate implementation and operational readiness strategies.

• Define testing approaches, scenarios, expected outcomes, and acceptance criteria.

• Develop and manage UAT plans, testing trackers, issue logs, and readiness checklists.

• Oversee testing, issue resolution, and retesting processes.

• Confirm business, process, system, documentation, and training readiness prior to launch.

• Coordinate implementation and provide support for post-launch stabilization.

• Produce SOPs, process documentation, playbooks, job aids, reference materials, FAQs, presentations, and other operational resources.

• Evaluate change impacts and assess communication and training needs.

• Create training materials and facilitate training sessions.

• Manage stakeholder communications regarding process changes and implementations.

• Collaborate with the Director of Revenue Operations to advance Commercial priorities and enhance Centivo's Commercial operating model.

• Promote continuous improvement across Sales, Client Success, Implementation, and other Commercial functions.

• Work alongside Salesforce and other system owners to convert business needs into actionable requirements.

• Help establish standards for project execution, process documentation, testing, implementation, and operational readiness.

⛳️ Requirements

• Minimum of 5 years of experience in commercial operations, business operations, project management, business analysis, or process improvement.

• At least 5 years of experience in healthcare, health benefits, insurance, TPA, or another complex regulated sector.

• Proven ability to independently lead complex, cross-functional projects from discovery to implementation.

• Proficient in requirements gathering, stakeholder discovery, and workflow analysis.

• Experience in developing current and future state process maps and detailed project plans.

• Skilled in managing RAID/decision logs, dependencies, risks, and driving decisions to resolution.

• Capable of coordinating UAT and ensuring implementation readiness.

• Experienced in creating SOPs, training materials, job aids, or similar operational documentation.

• Ability to facilitate meetings, workshops, and process design sessions effectively.

• Excellent written and verbal communication skills, sound judgment, and the ability to work independently in uncertain environments.

• Familiarity with Smartsheet or comparable project/work-management tools.

• Proficient in Microsoft Visio or similar process-mapping applications.

• Experience with Salesforce or another enterprise CRM system.

• Proficiency in Microsoft Office, Teams, and SharePoint.

• Knowledgeable in business requirements and process documentation methodologies.

• Experience with UAT/test planning and issue tracking processes.

• Experience with Claude/AI.

• Must have work authorization in the United States; Centivo does not sponsor work authorization visas.

🏝️ Benefits

• Equity option grants.

• Bonus opportunities.

• Health benefits, with some employer contributions.

• Paid time off (PTO).

• Flexible remote work options.