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, testing trackers, issue logs, and readiness checklists.
• Coordinate testing activities and ensure identified issues are documented, assigned, resolved, and retested as necessary.
• Validate that business, process, system, documentation, and training requirements are complete before launch.
• Coordinate implementation activities and provide post-launch support through stabilization.

Documentation, Training & Change Enablement

• Personally create the operational artifacts required to successfully implement and sustain assigned initiatives.
• Develop SOPs, process documentation, playbooks, job aids, reference guides, FAQs, presentations, and other supporting materials.
• Assess the impact of process or system changes on Commercial teams and determine appropriate communication and training needs.
• Develop training materials and conduct training sessions when required.
• Coordinate stakeholder communications related to process changes and implementations.
• Ensure final documentation is complete, accessible, appropriately maintained, and reflects the implemented process.

Commercial Operations

• Partner with the Director of Revenue Operations to execute Commercial priorities and improve the effectiveness and scalability of Centivo's Commercial operating model.
• Support continuous improvement across Sales, Client Success, Implementation, and other Commercial functions.
• Identify recurring operational gaps and recommend improvements to processes, systems, governance, and documentation.
• Partner closely with Salesforce and other system owners to translate business needs into requirements while maintaining clear ownership between business process design and technical solution development.
• Help establish consistent standards for project execution, process documentation, testing, implementation, and operational readiness across the Commercial organization.

Qualifications

• 5 years of experience in commercial operations, business operations, project management, business analysis, or process improvement.
• 5 years of experience in healthcare, health benefits, insurance, TPA, or other complex regulated-industry experience.
• Demonstrated experience independently leading complex, cross-functional initiatives, including requirements gathering, stakeholder discovery, and workflow analysis.
• Experience building current- and future-state process maps, detailed project plans, and RAID/decision logs, with a track record of managing dependencies, risks, and decisions to resolution.
• Experience coordinating UAT and implementation readiness, and developing SOPs, training materials, job aids, or similar operational documentation.
• Comfortable facilitating meetings, workshops, and process-design sessions across functions and organizational levels.
• Strong written and verbal communication skills, sound judgment, and the ability to operate independently in ambiguous environments while managing multiple initiatives at once.

Tools & Technical Skills

• Smartsheet or comparable project/work-management platforms
• Microsoft Visio or comparable process-mapping tools
• Salesforce or another enterprise CRM
• Microsoft Office, Teams, and SharePoint
• Business requirements and process documentation methodologies
• UAT/test planning and issue tracking

Preferred Qualifications

• Formal training or certification in project management (e.g., PMP), process improvement (e.g., Lean Six Sigma), Agile, or related methodologies.
• Experience supporting Sales, Client Success, Revenue Operations, Commercial Operations, or other customer-facing business functions.
• Experience working in a highly cross-functional environment involving business, operational, and technical teams.
• Experience supporting CRM, workflow automation, contract-management, or other Commercial technology implementations.

Centivo Values

We are resilient. This is wicked hard. There is no easy button for healthcare affordability. Luckily, the mission makes it worth it and sustains us when things are tough. Being resilient ensures we don't give up.

We are uncommon. The status quo stinks so we had to go out and build something better. We know the healthcare system. It isn't working for members, employers, and providers. So we're building it from scratch, from the ground up. Our focus is on making things better for them while also improving clinical results - which is bold and uncommon.

We are positive. We care about each other. It takes energy to do hard stuff, build something better and to be resilient and uncommon while doing it. Because of that, we make sure we give kudos freely and feedback with care. When our tank gets low, a team member is there to be a source of new energy. We celebrate together. We are supportive, generous, humble, and positive.

Who we are:

Centivo is an innovative health plan for self-funded employers on a mission to bring affordable, high-quality healthcare to the millions who struggle to pay their healthcare bills. Anchored around a primary care based ACO model, Centivo saves employers 15 to 30 percent compared to traditional insurance carriers. Employees also realize significant savings through our free primary care (including virtual), predictable copay and no-deductible benefit plan design. Centivo works with employers ranging in size from 51 employees to Fortune 500 companies. For more information, visit centivo.com.

Headquartered in Buffalo, NY with offices in New York City and Buffalo, Centivo is backed by leading healthcare and technology investors, including a recent round of investment from Morgan Health, a business unit of JPMorgan Chase & Co.