Senior Business Operations Manager

NMI

4d•$100,000 - $140,000•Remote

About The Position

The Senior Business Operations Manager is responsible for driving operational strategy and execution across the Customer Support organization. Reporting directly to the VP of Support, this role is the connective tissue between vision and execution — translating priorities into structured projects, building the operational foundation the organization needs to scale, and evolving into a strategic thought partner over time. You will work primarily within the support org while collaborating cross-functionally with Product, Engineering, Finance, and other teams to get things done.

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

Responsibilities

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