Commercial Operations Specialist, IR

Tokio Marine HCC

. Monitor IR intake channels and ensure requests are acknowledged and actioned within the required 15-minute response SLA .

Posted 10/2/2026full-timeRemote • Texas • United StatesJuniorMid-LevelWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in coordinating operational processes, managing Statements of Work, and maintaining accurate engagement and billing records. Proficient in communication and collaboration across multiple stakeholders in a high-tempo environment.

Highest-signal resume keywords

Project Management CertificationExperience in Commercial OperationsProficiency with Microsoft 365Experience in CRM SystemsStrong Written and Verbal Communication Skills

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Commercial OperationsContract AdministrationProject ManagementInvoicingData Quality ReviewsOperational Record MaintenanceSOW ManagementResource CoordinationProcess ImprovementBilling Documentation

Soft Skills

Attention to DetailAbility to Manage Multiple PrioritiesProfessional Follow-UpAdaptability to Changing PrioritiesEffective Communication

Tools & Technologies

Microsoft 365CRM SystemsElectronic Signature SoftwareContract Management ToolsProject Management Software

Certifications & Qualifications

CAPMPMP

Industry Keywords

Incident ResponseCybersecurityDigital ForensicsClient-Service BusinessProfessional Services

Tech Stack

Tools & technologies

Cyber SecurityPMP

About the role

Key responsibilities & impact

Monitor IR intake channels and ensure requests are acknowledged and actioned within the required 15-minute response SLA
Maintain real-time visibility into consultant capacity, active engagements, skills, availability, and calendars
Coordinate scoping calls, identify alternate resources, and facilitate handoff to assigned engagement teams
Escalate capacity, scheduling, or intake issues that could delay client response or engagement acceptance
Support operational processes required for 24/7/365 IR intake and scoping
Coordinate engagement kick-offs, schedules, milestones, meetings, action items, and follow-up
Coordinate availability across clients, counsel, consultants, and internal stakeholders
Maintain accurate engagement records, including changes in scope, staffing, timing, or commercial terms
Identify stalled engagements, clarify next steps, and escalate blockers
Support IR leadership with special projects and service-delivery initiatives
Prepare, route, track, and coordinate execution of Statements of Work and related engagement documentation
Coordinate delivery to clients and counsel and follow up on outstanding signatures or information
Coordinate SOW redlines with legal, maintain version control, and ensure approved language is used
Track commercial terms, scope, approvals, exceptions, and executed agreements
Ensure executed SOWs are promptly transitioned to engagement teams
Initiate and coordinate client invoicing upon completion of IR engagements in accordance with executed SOW terms
Validate engagement completion, scope, fees, and supporting documentation
Partner with finance to resolve billing questions, discrepancies, or missing information
Maintain accurate engagement and billing records supporting revenue recognition, reporting, and audit requirements
Maintain accurate intake, opportunity, engagement, consultant assignment, SOW, and billing information
Report on intake volume, response SLA performance, capacity, engagement status, aging items, lost opportunities, and billing activity
Maintain templates, checklists, SOPs, and recurring workflows supporting operational efficiency
Identify process gaps and opportunities to reduce manual effort, improve response times, and increase revenue capture
Perform periodic data-quality reviews and resolve incomplete records
Serve as a central coordinator across IR consultants, Engagement Managers, leadership, TMHCC Cyber Incident Management, legal, finance, counsel, and clients
Communicate operational next steps, ownership, deadlines, availability, engagement status, and outstanding actions
Support process improvement and service-scaling initiatives as Vector3 expands its Incident Response operating model
Comply with corporate policies and protect confidential client and company information
Maintain accurate SOW, engagement, capacity, and billing documentation and required approvals
Monitor assigned workflows and escalate exceptions or control issues appropriately

Requirements

What you’ll need

Minimum four-year bachelor's degree in Business Administration, Operations, Project Management, Finance, or a related discipline; or equivalent professional experience
2 years of experience in commercial operations, sales operations, deal desk, renewals, contract administration, customer operations, or a related function
Proficiency with Microsoft 365, Outlook, spreadsheets, and business-process documentation
Experience working in CRM, electronic-signature, contract-management, project-management, or similar business systems
Strong written and verbal communication skills with the ability to manage customer and internal follow-up professionally
Demonstrated ability to manage multiple concurrent priorities, tight deadlines, and time-sensitive requests without losing attention to detail
Experience coordinating schedules and resources across multiple stakeholders and maintaining accurate operational records
Ability to work effectively in a high-tempo environment where priorities can change rapidly and response times are critical
Overtime hours may be required to fulfill job responsibilities
Must be able to work effectively with frequent interruptions and rapidly changing priorities
Project management certification (e.g., CAPM or PMP) preferred but not required
Experience supporting cybersecurity, incident response, digital forensics, insurance, technology, professional services, or another client-service business preferred
Experience supporting Statements of Work, contract workflows, legal redlines, invoicing, or related commercial processes preferred
Familiarity with Incident Response, digital forensics, cybersecurity, or technical service terminology preferred
Must be able to remain stationary for extended periods and have close vision and ability to adjust focus, such as required to read a computer screen

Benefits

Comp & perks

Competitive salary and employee benefit package
Strong learning culture and growth opportunities
6% 401K match
20 days of PTO and 2 Floating Days
Paid parental leave
An opportunity to love what you do