Business Operations Manager Level II (On-Site)

Job Description

Job Description

Job Summary:

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.

Duties & Responsibilities

Multi-Department Leadership

• 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.

Operations & Compliance

• 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.

Reporting & Cross-Functional Collaboration

• 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.

Education & Experience

• 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.
• Thorough knowledge of the Alabama Taxpayer Bill of Rights and Alabama Business Tax requirements preferred.

Knowledge, Skills & Abilities

• 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.
• Experience in a call center environment is a plus.
• Familiarity with Salesforce or similar CRM platforms preferred.

Work Environment

• Moderate noise level typical of an office setting.
• Individual workstation with telephone and computer; frequent floor presence and cross-department movement required.
• Occasional overtime and weekend availability required.

Physical Demands

• Ability to remain stationary for extended periods.
• Frequent operation of a computer and office machinery (printer, copier, etc.).
• Occasional movement within the office.

Neumo Summary:

With the backing of four decades of public sector expertise and corporate capability, Neumo has successfully supported government services. Neumo was honored and recognized for four (4) consecutive years as a GovTech 100 Company representing the top 100 companies focused on making a difference in and selling to state and local government agencies across the United States.

Neumo is committed to helping communities thrive and brings a wealth of experience combined with innovation. Today, Neumo offers more administrative and financial support to government officials than any other organization. And with a responsive, client-focused approach, we foster partnerships that give our customers the certainty they need to accomplish more.

Neumo offers a competitive benefits and compensation package and are looking for team members who will thrive in our dynamic environment.

Neumo is an Equal Opportunity Employer. Selection for a position will be made without regard to race, religion, national origin, sex, political affiliation, marital status, non-disqualifying physical handicap, and age.