Senior Operations Manager, Implementation and Accounts

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.

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: experience deploying multiple projects in a fast-paced environment.
• 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: humbly confident 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.
• 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.