Senior Manager, Commercial & Business Operations

Key Responsibilities

• Lead and structure the team responsible for high-volume transactions—account setups, clinic additions, product activations, subscription changes, billing requests, and credits.
• Audit current workflows to eliminate manual handoffs, processing delays, human error, duplicate data entry, and unclear operational boundaries.
• Serve as the primary business owner for HubSpot governance, establishing data standards, workflow logic, custom reporting, and user adoption.
• Enforce guardrails for pricing updates, discounts, contract routing, activations, and billing handoffs. Manage vendor and partner onboarding, contracts, and renewals.
• Act as the internal liaison to outside legal and privacy counsel for contract reviews and policy adherence, escalating material issues to the COO.
• Operationalize the Information Security Management System (ISMS) across daily workflows, leading cross-functional audit preparation, risk remediation, and business continuity playbooks.
• Build and manage workflows for global and state privacy standards (e.g., GDPR, CCPA), including handling DSARs, conducting Privacy Impact Assessments (PIAs), and maintaining data processing records.
• Enforce administrative safeguards for Protected Health Information (PHI), overseeing routine access control audits, workforce training, and Business Associate Agreement (BAA) execution.
• Establish and lead the vendor evaluation framework to ensure all software, external suppliers, and contractor workflows align with company security, privacy, and regulatory standards.
• Establish SOPs, SLAs, and dashboards tracking turnaround times, quality, and capacity. Partner across Sales, Finance, Product, CS, and Marketing to optimize handoffs.

Key Requirements & Qualifications

• Experience: 5+ years (Sr. Mgr) in Business, Commercial, Revenue, or Customer Operations. Healthcare tech, EHR, B2B SaaS, or regulated industry experience required.
• Team Leadership & Process Redesign: Proven track record leading operational teams and redesigning high-volume, manual, or complex business processes.
• CRM Mastery: Hands-on experience with CRM administration and governance (HubSpot strongly preferred; Salesforce considered).
• Commercial & Vendor Operations: Experience managing deal-desk controls, contract workflows, customer account administration, and vendor lifecycles.
• Compliance Exposure: Experience coordinating with legal, privacy, security, or compliance teams. Healthcare privacy (HIPAA, BAAs) or vendor-risk experience is strongly preferred.
• Audit: 3-5 years experience managing operational compliance frameworks (ISO 27001, HIPAA, GDPR, SOC 2) with record of successful third-party audits.
• Execution Mindset: A "player-coach" comfortable building operational strategy while working directly in systems, mapping processes, and documenting procedures in a fast-paced environment.
• Stakeholder Management: Ability to work across various stakeholders to keep forward progress, hold stakeholder teams accountable, team player.

Benefits

• Medical, Dental, and Vision: Sycle pays 100% of the employee-only premium for base plans.
• Flexible Spending Accounts (FSA): Pre-tax options for Health ($3,400/yr max) and Dependent Care ($7,500/yr max).
• Life & Disability: Voluntary Life/AD&D; Short-Term Disability (60% up to $2,000/week) and Long-Term Disability (60% up to $7,500/month).
• 401(k) with Matching: 100% match on the first 3% of salary deferrals, plus a 50% match on the next 2%, with no vesting schedule.