Senior Business Operations Manager

3 weeks, 6 days ago
Full-time
Senior
Project and Program Management
NMI

NMI

NMI provides an embedded online payments platform that integrates secure and customizable payment solutions, enabling businesses to streamline transactions and enhance customer experiences across various payment methods.

Diversified Financial Services
251-1K
Founded 1999
$1M raised

Description

  • Own the execution of high-priority support initiatives from scoping through delivery with minimal supervision.
  • Build and implement the self-service and AI tooling strategy for Customer Support to reduce friction and improve efficiency.
  • Lead the operational integration of support functions across NMI's brand portfolio to create consistency in process, tooling, and performance standards.
  • Develop and maintain reporting frameworks that track KPIs, metrics, and trends and provide actionable insights to support leadership and stakeholders.
  • Establish and own the support organization's operational rhythms, including planning cycles, performance reviews, and OKR tracking.
  • Identify inefficiencies in support operations and drive process improvements and automation to reduce manual work and increase capacity.
  • Serve as a cross-functional liaison with Product, Engineering, Finance, and other teams to align priorities and execute initiatives.
  • Build toward becoming a strategic thought partner to the VP of Support by surfacing problems, developing recommendations, and increasing ownership over time.
  • Document SOPs, frameworks, and operational processes to support institutional knowledge and scalability.
  • Contribute to a culture of data discipline, continuous improvement, and operational excellence across the support organization.

Requirements

  • 4–8 years of experience in business operations, support operations, customer-facing operations, consulting, or a similar high-execution role.
  • 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 improve efficiency.
  • 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 recommendations.
  • Proficiency with support platforms, with Zendesk preferred, and data visualization or reporting tools.
  • Ability to move fluidly between strategic thinking and hands-on execution.
  • 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 urgency to fix them.

Benefits

  • Remote-first culture.
  • Annual salary of $100,000–$140,000, dependent on experience.
  • Flexible PTO.
  • Health, dental, and vision insurance.
  • 13 paid holidays.
  • Company volunteer days.

Interested in this position?

Apply directly on the company website

Apply Now

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