Senior Business Operations Manager
New
N
NMIPayment gateway solutions
Remote USFull-TimeSenior
Salary100,000 - 140,000 USD per year
Apply NowOpens the employer's application page
Job Details
- Experience
- 4–8 years
- Required Skills
- Project ManagementBusiness OperationsProcess improvementData analyticsZendesk
Requirements
- 4–8 years of experience in business operations, support operations, customer facing operations, consulting, or a similar high-execution role
- A proven track record of delivering complex, cross-functional projects at scale with limited oversight
- Demonstrated experience using or experimenting with AI tools to solve operational challenges or drive meaningful efficiency gains
- Experience building operational frameworks, reporting infrastructure, and process documentation in a fast-paced environment
- Strong analytical skills with the ability to surface trends, identify gaps, and translate data into clear recommendations
- Proficiency with support platforms (Zendesk preferred) and data visualization or reporting tools
- The ability to move fluidly between strategic thinking and hands-on execution without losing the thread on either
- Strong written and verbal communication skills with the ability to influence without direct authority across technical and non-technical stakeholders
- Independent work ethic and comfort operating in ambiguous, high-growth environments where priorities can shift
- An instinct for noticing broken systems and an urgency to fix them
Responsibilities
- Own the execution of high-priority initiatives across the support organization, from scoping through delivery, with minimal supervision
- Build and implement the self-service and AI tooling strategy for Customer Support, identifying opportunities to reduce friction for customers and improve efficiency for agents
- Lead the operational integration of support functions across NMI's brand portfolio, driving consistency in process, tooling, and performance standards
- Develop and maintain the reporting framework that tracks KPIs, metrics, and trends — delivering clear, actionable insights to support leadership and cross-functional stakeholders on a regular cadence
- Establish and own the operational rhythms of the support org including monthly, quarterly, and annual planning cycles, performance reviews, and OKR tracking
- Identify inefficiencies across support operations and drive process improvements and automation that reduce manual work and increase team capacity
- Serve as a cross-functional liaison, partnering with Product, Engineering, Finance, and other teams to align on shared priorities and drive execution
- Build toward becoming a strategic thought partner to the VP of Support — surfacing problems proactively, developing recommendations, and taking increasing ownership over time
- Document SOPs, frameworks, and operational processes to build institutional knowledge and ensure scalability
- Contribute to a culture of data discipline, continuous improvement, and operational excellence across the support organization
View Full Description & ApplyYou'll be redirected to the employer's site
