Senior Business Operations Manager

Role Overview

• 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