Note: The job is a remote job and is open to candidates in USA. NMI is a leading provider of payment gateway solutions, specializing in card-present solutions and payment processing. The Senior Business Operations Manager is responsible for driving operational strategy and execution across the Customer Support organization, collaborating cross-functionally with various teams to enhance the support experience.
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
Skills
- 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
- Strong analytical skills with the ability to surface trends, identify gaps, and translate data into clear recommendations
- 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
- Proficiency with support platforms (Zendesk preferred)
- Experience building operational frameworks, reporting infrastructure, and process documentation in a fast-paced environment
Benefits
- A remote first culture!
- Personal growth and advancement opportunities
- Flex PTO & dedicated sick time
- Health, Dental and Vision Insurance
- Life, ADD, Short-term and Long-term Disability insurance
- 401k matching up to 4% after two months of service
- Flexible Spending Account
- Paid Parental Leave
- Company volunteer days
- Employee referral program
- Bonusly colleague recognition
Company Overview