Commercial Operations Manager

We exist for workers and their employers -- who are the backbone of our economy.  That is where Centivo comes in -- our mission is to bring affordable, high-quality healthcare to the millions who struggle to pay their healthcare bills.

The Commercial Operations Manager is an individual contributor responsible for leading cross-functional initiatives across Centivo's Commercial organization from discovery through implementation and adoption.

This role combines project management, business analysis, process improvement, implementation, and change enablement. The Commercial Operations Manager will independently structure and drive complex initiatives, working across Sales, Client Success, Implementation, Marketing, Underwriting, Finance, Legal, Product, Operations, Technology, and other cross-functional partners.

This role is expected to both manage the work and do the work. A successful candidate will be comfortable entering ambiguous situations, identifying what needs to be accomplished, gathering and documenting requirements, creating process maps and project plans, developing operational processes, coordinating testing and implementation, and creating and delivering training when needed.

Key Responsibilities

Project & Cross-Functional Initiative Management

• Lead multiple cross-functional Commercial initiatives from initial discovery through implementation, stabilization, and closeout.

• Develop and maintain comprehensive project plans in Smartsheet, including milestones, deliverables, owners, dependencies, timelines, and critical paths.

• Establish appropriate project governance, meeting cadences, working sessions, and status reporting.

• Proactively identify and manage risks, issues, dependencies, decisions, and blockers.

• Maintain RAID logs, decision logs, action items, and other project management artifacts as appropriate.

• Hold stakeholders accountable for deliverables and escalate risks or missed commitments when necessary.

• Provide clear, concise project status reporting that communicates progress, upcoming milestones, risks, dependencies, and decisions needed.

• Coordinate work across business and technical teams to ensure initiatives remain aligned and progress toward defined outcomes.

Business Analysis & Requirements

• Serve as the Business Analyst for assigned initiatives without reliance on a separate BA resource.

• Lead stakeholder interviews, discovery sessions, requirements workshops, and process reviews.

• Translate business problems and stakeholder needs into clearly documented business and functional requirements.

• Identify gaps, dependencies, exceptions, business rules, and downstream impacts.

• Define and document acceptance criteria and expected business outcomes.

• Partner with business stakeholders and technical teams to ensure proposed solutions address the underlying business need.

• Facilitate decision-making when stakeholders have conflicting requirements or processes are not clearly defined.

Process Design & Improvement

• Document current-state and future-state business processes using Microsoft Visio or similar process-mapping tools.

• Analyze workflows to identify inefficiencies, unclear ownership, unnecessary handoffs, operational risks, and opportunities for automation or standardization.

• Facilitate future-state process-design sessions with cross-functional stakeholders.

• Define roles, responsibilities, handoffs, decision points, business rules, and service-level expectations.

• Develop RACI matrices and other ownership frameworks when appropriate.

• Ensure new processes are scalable, clearly documented, and operationally sustainable.

Testing, Implementation & Operational Readiness

• Develop implementation and operational-readiness plans for assigned initiatives.

• Partner with business and technical stakeholders to define testing strategies, scenarios, expected results, and acceptance criteria.

• Create and maintain UAT plans, test