Senior Business Operations Manager

Responsibilities

• Own the execution of high-priority initiatives across the support organization from scoping through delivery
• Build and implement self-service and AI tooling strategies for Customer Support
• Lead the operational integration of support functions across the brand portfolio
• Develop and maintain reporting frameworks to track KPIs, metrics, and trends
• Establish operational rhythms including planning cycles, performance reviews, and OKR tracking
• Identify inefficiencies and drive process improvements and automation
• Serve as a cross-functional liaison with Product, Engineering, and Finance teams
• Document SOPs, frameworks, and operational processes

Requirements

• 4–8 years of experience in business operations, support operations, or consulting
• Proven track record of delivering complex, cross-functional projects at scale
• Experience using or experimenting with AI tools to drive efficiency
• Experience building operational frameworks and reporting infrastructure
• Strong analytical skills with ability to translate data into recommendations
• Proficiency with support platforms like Zendesk and data visualization tools
• Strong written and verbal communication skills
• Ability to operate independently in ambiguous, high-growth environments

Benefits

• Remote first culture
• Annual salary of $100,000 – $140,000
• Health, Dental, and Vision Insurance
• 401k matching up to 4%
• Flex PTO and dedicated sick time
• Paid Parental Leave
• Employee referral program and colleague recognition

About the Company

NMI is a leading provider of payment gateway solutions, specializing in card-present solutions and payment processing. We empower businesses to securely accept payments and optimize transaction processes through innovative technology.