Senior Business Operations Manager

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🔥 3 minutes ago

🇺🇸 United States – Remote

💵 $100k - $140k / year

⏰ Full Time

🟠 Senior

⚙️ Business Operations

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NMI

WebsiteLinkedInAll Job Openings

201 - 500 employees

💳 Fintech

☁️ SaaS

Fintech • Payments • SaaS

NMI is a leading global embedded payments enablement platform that provides a comprehensive, all-in-one solution for accepting and managing payments. Their platform is designed to support a variety of payment methods, including online, in-person, mobile, and self-service transactions. NMI offers flexible and feature-rich payment gateways, merchant relationship management solutions, and fraud defense tools. Serving independent sales organizations, banks, software developers, and payment facilitators, NMI helps its partners grow by simplifying the complexities of payment processing and offering a scalable and unified payments experience. With over 20 years of experience, NMI connects over 237,000 devices and processes over $200 billion in payment volumes annually. Their innovative approach and focus on flexibility and modularity make them a strategic partner in the evolving fintech landscape.

📋 Description

• Lead the evaluation and rollout of self-service and AI tooling strategies that reduce ticket volume and improve customer and agent outcomes • Drive the unification of support operations across NMI's multiple brands into a cohesive, consistent experience • Build the reporting and metrics infrastructure that gives support leadership and the broader business clear visibility into performance, trends, and health of the organization • Establish operational rhythms — cadences, scorecards, and review frameworks — that keep the org organized and moving • Partner with cross-functional teams to execute on initiatives that require alignment across Product, Engineering, and Finance • 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

🎯 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.

🏖️ Benefits

• A remote first culture! • Annual salary of $100,000 – $140,000, dependent on experience • Flex PTO • Health, Dental and Vision Insurance • 13 Paid Holidays • Company volunteer days