Senior Operations Manager, Implementation

About the role

The Senior Implementation Manager at Commure plays a pivotal role in the Operations team, focusing on Revenue-Cycle Management. This role involves cross-functional collaboration with key internal stakeholders, including the Launcher, Account Management, Product, Engineering, and other Operations teams, to provide an exceptional experience for every customer. The role requires end-to-end ownership, ensuring efficient execution and a seamless onboarding process for clients, and driving business metrics.

Responsibilities

• Ensure the efficient and timely execution of all essential aspects of client onboarding, from project initiation to launch.
• Engage in cross-functional collaboration with key internal stakeholders, including our Launcher, Account Management, Product, Engineering, and other Operations teams, to provide an exceptional experience for every customer.
• Contribute to designing and implementing systems and processes that facilitate scalability and efficiency.
• Break down hairy, challenging business problems.
• Own execution and outcomes.
• Oversee the entire project management process, ensuring timely and qualitative onboarding and continuous improvement of our key metrics.
• Drive operational metrics (process throughput, defect rate, etc.).
• Understand the business in-and-out to be proactive about solving emerging problems.

Requirements

• 6+ years of experience in consulting, investment banking, or operations at a fast-paced SaaS tech company.
• Comfortable working with data and proficient in SQL + Excel. SQL is a big PLUS or robust analytical experience (ex. finance, consulting, etc).
• Expertise in project management: experience deploying multiple projects in a fast-paced environment. You take pride in being on top of things.
• Energized By People: Love interacting with customers and consistently seek to deliver a great customer experience.
• Truth Seeker: Relentless in searching for truth, asking questions, and always seeking to understand a customer's requests.
• Project Confidence: Humble confidence and can lead a client meeting and discuss difficult subjects while projecting confidence and trust.
• Comfort in Chaos: 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.
• Proficient 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.