NMI
Senior Business Operations Manager
Remote US · Senior
Sponsorship not specified$100k-$140kDetected 23 days ago
Data VisualizationPerformance ManagementCustomer SupportZendeskCadenceLeadershipCommunication
About the role
- NMI is a leading provider of payment gateway solutions, specializing in card-present solutions and payment processing.
- You've probably used NMI in the last 24 hours without even realizing it.
- We're creative problem solvers who help visionaries smash through boundaries and think beyond what's possible so they can think about what's next.
Responsibilities
- Own the execution of high-priority initiatives across the support organization, from scoping through delivery, with minimal supervision
- 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
- 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
- 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
Requirements
- 4-8 years of experience in business operations, support operations, customer facing operations, consulting, or a similar high-execution role
Nice to have
- Proficiency with support platforms (Zendesk preferred) and data visualization or reporting tools
Skills
- A proven track record of delivering complex, cross-functional projects at scale with limited oversight
- Strong analytical skills with the ability to surface trends, identify gaps, and translate data into clear recommendations
- The ability to move fluidly between strategic thinking and hands-on execution without losing the thread on either
- 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
- A remote first culture!
- Annual salary of $100,000 - $140,000, dependent on experience
- Personal growth and advancement opportunities
- Flex PTO & dedicated sick time
- Health, Dental and Vision Insurance
- Life, ADD, Short-term and Long-term Disability insurance
- 401k matching up to 4% after two months of service
Compensation
- Establish and own the operational rhythms of the support org including monthly, quarterly, and annual planning cycles, performance reviews, and OKR tracking
- Annual salary of $100,000 - $140,000, dependent on experience
Benefits
- Flexible Spending Account
- Paid Parental Leave
- We democratize the latest payments technology so that everyone can realize the benefits of easy payments across the full spectrum of commerce.
Company info
- 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
Equal opportunity
- NMI is committed to providing equal employment opportunity for all persons regardless of race, color, religion, sex, age, marital status, national origin, sexual orientation or sexual identity, genetic information, citizen status (except those that do not have the legal right to be employed in the United States), disability, military service, service member, veteran status, or any other basis protected by applicable law.
- Please be aware that all offers of employment are made subject to receipt of satisfactory background and financial checks.
- Attention job applicants: Please note that in compliance with the data protection regulations within your jurisdiction, any personal information submitted with your job application may be collected and used by NMI for the purpose of recruitment and employment-related activities.
Visa & Work Authorization
- color, religion, sex, age, marital status, national origin, sexual orientation or sexual identity, genetic information, citizen status (except those that do not have the legal right to be employed in the United States),
This listing is sourced directly from NMI's careers page and normalized into a canonical job model.