Commercial Operations Specialist, IR

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

📋 Description

• Oversee IR intake channels, ensuring that all requests are acknowledged and addressed within the stipulated 15-minute response SLA.

• Keep real-time visibility into consultant capacity, ongoing engagements, skills, availability, and calendars.

• Organize scoping calls, identify alternative resources, and facilitate transitions to assigned engagement teams.

• Raise any capacity, scheduling, or intake issues that may impede client responses or engagement acceptance.

• Assist with operational processes essential for 24/7/365 IR intake and scoping efforts.

• Coordinate engagement kick-offs, schedules, milestones, meetings, action items, and follow-ups.

• Manage availability across clients, counsel, consultants, and internal stakeholders.

• Keep precise engagement records, noting changes in scope, staffing, timing, or commercial terms.

• Identify stalled engagements, clarify next steps, and escalate any blockers.

• Support IR leadership with special projects and service-delivery initiatives.

• Prepare, route, track, and coordinate the execution of Statements of Work and related engagement documentation.

• Manage delivery to clients and counsel and follow up on outstanding signatures or information.

• Coordinate SOW redlines with legal, maintain version control, and ensure the use of approved language.

• Track commercial terms, scope, approvals, exceptions, and executed agreements.

• Ensure that executed SOWs are promptly handed over to engagement teams.

• Initiate and coordinate client invoicing upon the completion of IR engagements based on executed SOW terms.

• Validate engagement completion, scope, fees, and supporting documentation.

• Collaborate with finance to resolve billing inquiries, discrepancies, or missing information.

• Maintain accurate engagement and billing records that support revenue recognition, reporting, and audit requirements.

• Keep precise intake, opportunity, engagement, consultant assignment, SOW, and billing information.

• Report on intake volume, response SLA performance, capacity, engagement status, aging items, lost opportunities, and billing activity.

• Maintain templates, checklists, SOPs, and recurring workflows to enhance operational efficiency.

• Identify process gaps and opportunities to minimize manual effort, enhance response times, and increase revenue capture.

• Conduct periodic data-quality reviews and resolve incomplete records.

• Act as a central coordinator among IR consultants, Engagement Managers, leadership, TMHCC Cyber Incident Management, legal, finance, counsel, and clients.

• Communicate operational next steps, ownership, deadlines, availability, engagement status, and outstanding actions.

• Support process improvement and service-scaling initiatives as Vector3 expands its Incident Response operating model.

• Adhere to corporate policies and protect sensitive client and company information.

• Maintain accurate SOW, engagement, capacity, and billing documentation along with required approvals.

• Monitor assigned workflows and appropriately escalate exceptions or control issues.

⛳️ Requirements

• A minimum of a four-year bachelor's degree in Business Administration, Operations, Project Management, Finance, or a related field; or equivalent professional experience.

• Two years of experience in commercial operations, sales operations, deal desk, renewals, contract administration, customer operations, or a related function.

• Proficient in Microsoft 365, Outlook, spreadsheets, and business-process documentation.

• Experience with CRM, electronic-signature, contract-management, project-management, or similar business systems.

• Strong written and verbal communication skills with the capability to manage customer and internal follow-ups professionally.

• Proven ability to handle multiple concurrent priorities, tight deadlines, and time-sensitive requests while maintaining attention to detail.

• Experience coordinating schedules and resources across various stakeholders and keeping accurate operational records.

• Ability to thrive in a high-tempo environment where priorities can change quickly and response times are critical.

• Overtime hours may be necessary to meet job responsibilities.

• Must be able to work effectively amid frequent interruptions and rapidly changing priorities.

• Project management certification (e.g., CAPM or PMP) is preferred but not mandatory.

• Experience in supporting cybersecurity, incident response, digital forensics, insurance, technology, professional services, or another client-service business is preferred.

• Experience with Statements of Work, contract workflows, legal redlines, invoicing, or related commercial processes is preferred.

• Familiarity with Incident Response, digital forensics, cybersecurity, or technical service terminology is preferred.

• Must be able to remain stationary for extended periods and possess close vision and the ability to adjust focus, as required to read a computer screen.

🏝️ Benefits

• Competitive salary and a comprehensive employee benefits package.

• Strong learning culture and opportunities for growth.

• 6% 401K match.

• 20 days of PTO and 2 Floating Days.

• Paid parental leave.

• An opportunity to love what you do.