Commercial Operations Specialist, IR

Tokio Marine HCC•Remote - Texas, TX

2d•Remote

About The Position

The Commercial Operations Specialist, IR, provides operational, project coordination, and commercial support for Vector3's Incident Response business. The role serves as a central coordinator for real-time consultant capacity, intake and scoping, engagement scheduling, Statements of Work (SOWs), and completion-to-invoice workflows. Working across IR consultants, Engagement Managers, leadership, legal, finance, TMHCC Cyber Incident Management, counsel, and clients, this role keeps engagements moving efficiently while allowing technical resources to remain focused on investigation and client delivery.

Requirements

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.

Nice To Haves

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.

Responsibilities

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 when needed, and facilitate accurate 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 SOWs 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.