Commercial Operations Manager I

Description

Revenue Strategy & Performance Intelligence

• Own end-to-end revenue performance reporting across the full funnel: pipeline generation, conversion, merchant onboarding, retention, and expansion revenue.
• Design and maintain executive-level dashboards and reporting frameworks that surface actionable insights for senior leadership and the Board.
• Lead quarterly and annual revenue planning cycles, including capacity modeling, pipeline coverage analysis, and forecast accuracy reviews.
• Proactively identify revenue risks, trends, and growth opportunities through structured analysis, and make strategic recommendations to leadership.
• Define and govern the company's revenue metrics taxonomy, ensuring consistent definitions and reporting standards across BD, AM, Finance, and Product.

Go-To-Market Operations

• Own the operational design and continuous improvement of go-to-market processes across Business Development and Account Management functions.
• Lead the development and rollout of scalable playbooks, SOPs, and operational frameworks that improve team efficiency and performance consistency.
• Partner with BD and AM leadership to identify structural bottlenecks, design solutions, and drive implementation across teams.
• Oversee lead allocation strategy, routing logic, and pipeline governance, ensuring optimal coverage, speed-to-contact, and conversion across all channels (inbound, channel partnerships, referrals, and internal transfers).
• Lead territory design, segmentation strategy, and capacity planning in partnership with BD leadership.

Account Management Operations

• Define and govern operational standards across the Account Management function, including performance tracking frameworks, health scoring, and renewal/expansion pipeline visibility.
• Lead operational initiatives that improve AM efficiency, client retention outcomes, and expansion revenue performance.
• Own bandwidth management and internal transfer processes to ensure optimal resource allocation across AM teams.
• Partner with AM leadership to build structured QBR and performance review cadences.

Crm & Revenue Tech Stack Ownership

• Own the strategy, governance, and ongoing optimization of the CRM and broader revenue tech stack.
• Lead CRM architecture decisions including workflow automation, pipeline configuration, data modeling, and integration with adjacent tools (marketing automation, BI, finance systems).
• Define and enforce data quality standards, field governance, and pipeline hygiene requirements across all revenue teams.
• Evaluate, onboard, and embed new revenue tooling, managing vendor relationships and change management internally.
• Drive adoption across BD and AM through structured enablement programs and accountability frameworks.

Cross-Functional Leadership

• Serve as the primary RevOps stakeholder in cross-functional initiatives involving Product, Finance, Risk, Marketing, and Partnerships.
• Lead the operational design for new channel partnerships, product launches, and market expansions, translating strategic intent into executable operational plans.
• Represent Revenue Operations in leadership forums, contributing to company-wide planning and prioritization decisions.
• Manage operational dependencies across merchant onboarding, product integrations, and partner go-lives, ensuring timely and high-quality execution.

Team & Capability Development

• Mentor and develop junior members of the Revenue Operations function, building team capability and operational maturity over time.
• Champion a culture of structured problem-solving, data-driven decision making, and continuous improvement across commercial teams.
• Contribute to the long-term build-out of the RevOps function, including headcount planning, process maturity roadmaps, and tooling strategy.

Skills, Knowledge & Expertise

• 4 to 8 years of progressive experience in Revenue Operations, Sales Operations, or Commercial Strategy roles, with at least 2 years in a senior or lead capacity
• Demonstrated ownership of CRM platforms at an administrative or architectural level (Salesforce, Pipedrive, HubSpot, or equivalent)
• Strong command of revenue analytics including pipeline modeling, forecasting, funnel analysis, and cohort reporting
• Experience partnering directly with VP/C-suite stakeholders and translating business strategy into operational execution
• Advanced proficiency in data tools: Google Sheets/Excel at a minimum; SQL and BI tools (Looker, Tableau, Metabase, or similar) strongly preferred
• Proven ability to lead cross-functional projects with multiple senior stakeholders
• Exceptional analytical thinking, structured communication, and executive-level presentation skills
• Nice to Have
• Experience in fintech, payments, BNPL, lending, or marketplace business models
• Hands-on experience with CRM automation, workflow logic, and API integrations
• Background in revenue forecasting, quota setting, or incentive compensation design
• Experience building or scaling a RevOps function from an early stage
• Exposure to GTM strategy, market expansion, or channel partnership operations

Success Metrics (Kpis)

• Quality, accuracy, and timeliness of revenue reporting and forecasting
• Pipeline health and coverage ratios across BD and AM
• CRM data integrity scores and adoption rates across commercial teams
• Speed and efficiency of lead-to-close and onboarding processes
• Measurable impact of operational improvements on revenue team productivity
• Cross-functional initiative delivery against scope, quality, and timeline
• Growth and capability development of junior RevOps team members