Senior Business Operations Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee the assessment and implementation of self-service and AI tooling strategies aimed at decreasing ticket volume while enhancing outcomes for both customers and agents.

• Facilitate the integration of support operations across NMI's various brands to create a unified and consistent experience.

• Construct the reporting and metrics framework that provides support leadership and the wider business with clear insights into performance, trends, and overall organizational health.

• Establish operational rhythms, including cadences, scorecards, and review frameworks, to ensure the organization remains structured and proactive.

• Collaborate with cross-functional teams to execute initiatives requiring alignment among Product, Engineering, and Finance.

• Take ownership of the implementation of high-priority initiatives within the support organization, overseeing all phases from scoping to delivery with minimal supervision.

• Develop and execute the self-service and AI tooling strategy for Customer Support, pinpointing opportunities to alleviate customer friction and enhance agent efficiency.

• Lead the operational integration of support functions across NMI's brand portfolio, ensuring consistency in processes, tools, and performance standards.

• Create and sustain the reporting framework that monitors KPIs, metrics, and trends, providing clear, actionable insights to support leadership and cross-functional stakeholders regularly.

• Establish and manage the operational rhythms of the support organization, including monthly, quarterly, and annual planning cycles, performance reviews, and OKR tracking.

• Identify inefficiencies within support operations and drive improvements and automation processes that minimize manual work and enhance team capacity.

• Act as a cross-functional liaison, collaborating with Product, Engineering, Finance, and other teams to align on common priorities and facilitate execution.

• Work towards becoming a strategic thought partner to the VP of Support by proactively identifying issues, developing recommendations, and gradually increasing ownership.

• Document SOPs, frameworks, and operational processes to cultivate institutional knowledge and ensure scalability.

• Foster a culture of data discipline, continuous improvement, and operational excellence throughout the support organization.

⛳️ Requirements

• 4–8 years of experience in business operations, support operations, customer-facing operations, consulting, or a similar high-execution role.

• A demonstrated history of successfully delivering complex, cross-functional projects at scale with minimal oversight.

• Proven experience utilizing or experimenting with AI tools to address operational challenges or achieve significant efficiency improvements.

• Background in constructing operational frameworks, reporting infrastructures, and process documentation in a fast-paced setting.

• Strong analytical capabilities with the ability to reveal trends, identify gaps, and convert data into clear recommendations.

• Proficiency in support platforms (Zendesk preferred) and data visualization or reporting tools.

• Ability to seamlessly transition between strategic planning and hands-on execution without losing focus on either aspect.

• Excellent written and verbal communication skills with the capacity to influence without direct authority among both technical and non-technical stakeholders.

• Independent work ethic with a comfort level in ambiguous, high-growth environments where priorities may change.

• An instinct for identifying flawed systems and a sense of urgency to rectify them.

🏝️ Benefits

• A remote-first culture!

• Annual salary ranging from $100,000 to $140,000, based on experience.

• Flexible PTO.

• Health, Dental, and Vision Insurance.

• 13 Paid Holidays.

• Company volunteer days.