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Centivo is a health plan for self-funded employers on a mission to bring affordable, high-quality healthcare to millions struggling with healthcare costs. The company operates an innovative primary care-based ACO model, delivering 15-30% savings compared to traditional insurance while offering employees free primary care, predictable copays, and no-deductible plans. Centivo serves employers from 51 employees to Fortune 500 companies and is backed by leading healthcare and technology investors, including Morgan Health (JPMorgan Chase).
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.
Key responsibilities include:
**Project & Cross-Functional Initiative Management:** Lead multiple commercial initiatives from discovery through implementation and closeout. Develop and maintain comprehensive project plans in Smartsheet with milestones, deliverables, owners, dependencies, and timelines. Establish project governance, meeting cadences, and status reporting. Proactively identify and manage risks, issues, dependencies, and blockers. Maintain RAID logs, decision logs, and action items. Hold stakeholders accountable and escalate missed commitments.
**Business Analysis & Requirements:** Serve as the Business Analyst for assigned initiatives. Lead stakeholder interviews, discovery sessions, requirements workshops, and process reviews. Translate business problems into clearly documented requirements. Identify gaps, dependencies, exceptions, and downstream impacts. Define acceptance criteria and expected outcomes. Facilitate decision-making when stakeholders have conflicting requirements.
**Process Design & Improvement:** Document current-state and future-state processes using Visio or similar tools. Analyze workflows to identify inefficiencies, unclear ownership, and automation opportunities. Facilitate future-state design sessions. Define roles, responsibilities, handoffs, decision points, and service-level expectations. Develop RACI matrices and ownership frameworks.
**Testing, Implementation & Operational Readiness:** Develop implementation and operational-readiness plans. Partner with stakeholders to define testing strategies and acceptance criteria. Create and maintain UAT plans, testing trackers, and readiness checklists. Coordinate testing activities and validate that all requirements are complete before launch. Provide post-launch support through stabilization.
**Documentation, Training & Change Enablement:** Create SOPs, process documentation, playbooks, job aids, reference guides, FAQs, and training materials. Assess impact of changes on Commercial teams. Develop and conduct training sessions. Coordinate stakeholder communications.
**Commercial Operations:** Partner with the Director of Revenue Operations to execute Commercial priorities and improve the Commercial operating model. Support continuous improvement across Sales, Client Success, and Implementation. Identify recurring operational gaps and recommend improvements. Partner with Salesforce and system owners to translate business needs into requirements. Help establish consistent standards for project execution and operational readiness.
**Requirements:**
- 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 ability to operate independently in ambiguous environments while managing multiple initiatives
- Proficiency with Smartsheet or comparable project/work-management platforms
- Proficiency with Microsoft Visio or comparable process-mapping tools
- Proficiency with Salesforce or another enterprise CRM
- Proficiency with Microsoft Office, Teams, and SharePoint
- Knowledge of business requirements and process documentation methodologies
- Experience with UAT/test planning and issue tracking
- Experience with Claude/AI
**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 highly cross-functional environments involving business, operational, and technical teams
- Experience supporting CRM, workflow automation, contract-management, or other Commercial technology implementations
