Business Operations Manager Level II (On-Site)

Neumo Holdings LLC•Birmingham, AL

12d•Onsite

About The Position

The Business Operations Manager II directs and coordinates the functions of the Revenue, Compliance, Specials, and Lockbox Departments, and assists in overseeing the Business License Administration Department. This is a hands-on leadership role for a self-motivated, self-directed professional who thrives in a fast-paced, multi-department environment and leads by example on the floor. The ideal candidate brings advanced Excel expertise, a drive for continuous self-learning, and the ability to step in and train staff at any level — from data entry to complex reporting — without waiting for direction. The manager is responsible for ensuring excellent customer service, efficient payment processing, delinquent account management, and comprehensive follow-up for clients, taxpayers, and management. The position requires regular reporting to senior management, coordination with the Call Center, internal staff communications, and direct client engagement.

Requirements

Associate's degree (A.A.) or equivalent, or a minimum of 5 years of directly related experience and/or training.
Minimum 5 years of management experience, including direct supervision of multi-department or multi-function teams.
Minimum 10 years in an office environment with significant inbound/outbound phone experience.
Minimum 10 years of customer service experience.
Proficiency in data entry (10-key); proficiency in MS Word, Excel, and Outlook.
Excel & data skills required – not negotiable
Advanced Excel proficiency: PivotTables, VLOOKUP/XLOOKUP, nested IF/IFS, SUMIFS, conditional formatting, data validation, and macro-level automation.
Ability to independently build reports, dashboards, and analytical models from scratch — without templates or step-by-step instructions.
Proven ability to self-teach new Excel features, tools, and techniques as business needs evolve.
Competence in performing mathematical computations using spreadsheets; experience with formula auditing and error resolution.
Highly self-directed: identifies what needs to be done and does it without being told — takes ownership of outcomes, not just tasks.
Continuous learner who proactively seeks out new knowledge, stays current on industry changes, and brings solutions rather than questions.
Comfortable operating with autonomy in a dynamic environment where priorities shift and no two days are the same.
Demonstrated ability to manage staff across multiple departments simultaneously, balancing competing priorities without sacrificing quality.
Hands-on trainer who can step onto the floor, sit beside an employee, and teach — not just delegate or document.
Strong interpersonal and communication skills; able to adapt style across staff levels, clients, and senior leadership.
Skilled at motivating teams, addressing performance issues directly, and building a culture of accountability and excellence.
Strong attention to detail; ability to proofread correspondence and detect and correct errors.
Ability to read and interpret city/county tax ordinances, safety rules, and operating procedures.

Nice To Haves

Thorough knowledge of the Alabama Taxpayer Bill of Rights and Alabama Business Tax requirements preferred.
Experience in a call center environment is a plus.
Familiarity with Salesforce or similar CRM platforms preferred.

Responsibilities

Oversee day-to-day operations across the Revenue, Compliance, Specials, Lockbox, and Business License Administration Departments.
Actively cover the floor, jump in alongside staff, and provide hands-on training and real-time coaching when and where it's needed.
Manage, develop, and hold accountable administrative support staff across all assigned departments.
Design and deliver department training programs; independently create training materials without relying on external resources.
Identify workflow gaps and implement process improvements without waiting for direction — take initiative and drive solutions.
Ensure accurate and timely processing of revenue payments, delinquency notices, invoicing, rate changes, and taxpayer correspondence.
Document all daily taxpayer interactions in account software and ensure all deadlines are met.
Coordinate and obtain client approval for outbound letters and applications.
Ensure compliance with the Alabama Taxpayer Bill of Rights and Alabama Business Tax requirements.
Maintain high-quality taxpayer services by responding effectively to inquiries and correspondence.
Develop and deliver advanced Excel-based reports, dashboards, and data analyses for senior management — building complex models independently.
Collaborate with Sales, IT, Client Relations, QA, and Operations to align taxpayer service functions with business objectives.
Review and analyze requirements to develop effective solutions; assess and manage the impact of product enhancements and changes.
Support IT and QA teams in development and implementation processes.
Develop new service opportunities while maintaining existing client relationships.
Perform other duties as assigned.