Senior Operations Manager, Enterprise Implementation and Accounts

About the role

In this position, you will be responsible for overseeing client implementations and ensuring the ongoing success of accounts within our Revenue Cycle Management operations. Your role will involve close collaboration with various departments to enhance business processes, facilitate client onboarding, and drive key performance metrics. This position is highly visible within the organization, offering considerable autonomy and the opportunity for rapid advancement as you navigate complex challenges in a rapidly growing environment.

Key facts

What you'll do

• Manage the complete lifecycle of client onboarding and internal operational projects, ensuring they are completed efficiently and on schedule.
• Drive client growth through the implementation of operational enhancements and strategic initiatives.
• Act as the primary liaison for our largest and most complex client accounts, ensuring their needs are met.
• Build and maintain strong relationships with clients, prioritizing their satisfaction and fostering long-term loyalty.
• Provide support to junior team members by serving as an escalation point for resolving client issues.
• Collaborate with teams across Product, Engineering, Sales, Account Management, Billing, and other Operations departments to create an exceptional customer experience.
• Oversee the entire project lifecycle, focusing on high-quality onboarding and continuous improvement of key operational metrics.
• Monitor and improve operational metrics, including process throughput and defect rates, to enhance overall efficiency.
• Develop and formalize internal processes, reporting structures, training materials, and documentation to support the anticipated 5-10x growth in our customer base over the next year.
• Play a key role in designing and implementing scalable systems and processes that enhance operational efficiency.

Requirements

• At least 6 years of experience in consulting, investment banking, or operations within a high-paced SaaS technology environment.
• Strong proficiency in data analysis, particularly with SQL and Excel.
• Proven project management skills, with a successful history of executing multiple projects in fast-moving settings.
• A strong passion for customer engagement and a commitment to delivering outstanding customer experiences.
• A proactive approach to problem-solving, with a focus on asking insightful questions to fully grasp client needs.
• Ability to lead client meetings confidently and discuss complex topics with professionalism and clarity.
• Comfort in working autonomously, effectively prioritizing tasks, and identifying solutions to both internal and external challenges.
• A demonstrated record of strong motivation, intellectual curiosity, attention to detail, and achieving results.
• A commitment to understanding client use cases deeply and aligning them with Commure's best practices to deliver value.
• Experience working collaboratively with Sales, Operations, and Engineering teams to fulfill client requirements and meet company objectives.
• Skills in documenting processes and creating best practices that facilitate incremental improvements for the Implementation team during client onboarding.

Nice to have

• Familiarity with Revenue Cycle Management (RCM) is a plus.

Skills & tools

• SQL
• Excel
• Retool
• Google Suite

Practical notes

• This position is fully remote for candidates outside the San Francisco Bay Area. For those residing in the Bay Area, the role will require on-site presence.
• All official communications will be conducted through email addresses that end with @commure.com.
• Employees are required to comply with the organization's information security policies, which include safeguarding company assets and reporting any security issues. This compliance must be attested to upon hiring and annually thereafter.

In summary, the Senior Operations Manager role at Commure is an for a motivated individual looking to make a significant impact in a dynamic environment. With a focus on client success and operational excellence, you will play a critical role in shaping the future of our Revenue Cycle Management operations. If you are about driving results and enhancing customer experiences, we encourage you to apply and join our team.

About the company

Commure is a healthcare technology company that provides an operating system for healthcare, enabling health systems to build and deploy applications on a unified platform.