Commercial Operations Manager

Role Overview

This role sits at the centre of how Turaco's Commercial Operations function converts intent into delivery. The work shifts with the business: one week you might be untangling a billing or reconciliation discrepancy, the next you could be tightening customer operations performance, shepherding a product or partner launch, resolving a partner or underwriter escalation, or driving a cross-functional initiative with Product, Technology, Finance or Partnerships. Reporting to the Head of Commercial Operations and working alongside leaders across the company, you are the person who creates clarity where things are ambiguous and keeps critical work moving when no single team owns it.

Success in the first year looks like a Commercial Operations agenda that moves faster and stalls less, leadership having a dependable view of operating performance and risk, and material issues having named owners, actions and deadlines before they turn into emergencies. Increasingly, you will carry complex workstreams end to end and take day-to-day execution off the Head of Commercial Operations' plate.

Key Responsibilities

• Translate Commercial Operations priorities into concrete actions, owners and timelines, then stay with the work until it is genuinely finished.
• Coordinate delivery across Customer Operations, Claims, Policy Administration, billing, insurance and partner operations, stepping in wherever progress slows or work slips between teams.
• Carry major projects — new products, partner launches, system changes and operational initiatives — from planning through execution and into a stable steady state.
• Get to the root of operational problems quickly and build practical fixes, convening the right people when an issue cuts across Commercial, Product, Technology, Finance or Partnerships.
• Flag risks early, setting out the problem, its impact, the options available and a recommended next step rather than simply reporting bad news.
• Use scorecards, operational data and business information to spot emerging performance gaps, help teams build recovery plans, and give leadership a clear view of priorities and risks across markets — turning analysis into decisions, not reports.
• Strengthen the operating system itself: processes, SOPs, trackers, controls and performance rhythms, and shift recurring issues from repeated manual fixes to lasting solutions.
• Evaluate AI-enabled and emerging tools for real gains in productivity, quality, decision-making or customer outcomes, and support teams in adopting them effectively.

Requirements & Qualifications

• Roughly 3–5+ years of strong professional experience in operations, strategy, consulting, fintech, financial services, technology, insurance, or another fast-moving startup or scale-up environment.
• A track record of personally carrying difficult projects or initiatives from an ambiguous starting point through to delivery.
• Strong analytical and problem-solving ability, including comfort working with numbers, spreadsheets and operational data — and the judgement to know what the numbers actually mean.
• Clear written and verbal communication, with the ability to simplify complex issues for audiences ranging from frontline teams to senior leaders.
• Influence without formal authority: the ability to move work forward even when you do not manage everyone involved.
• Sound judgement about when to dig further, when to make a call and when to escalate.
• Comfort operating without complete information or detailed instructions, with a strong bias toward action and follow-through.
• Care for detail without losing sight of the broader commercial outcome.
• Genuine curiosity about AI and emerging technology and how it can improve operations, plus the ability to help colleagues adapt as new tools and ways of working arrive.
• Ability to learn fast and become effective in areas where you are not initially the subject-matter expert.
• Alignment with Turaco's values: pushing boundaries, working with excellence, and profound respect for the individual.