Senior Business Operations Manager

Role Description

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.

The Ideal Candidate:

• You are a highly motivated, execution-oriented operator who thrives in ambiguity, moves fast without losing rigor, and is energized by building things from scratch.
• You are excited by the prospect of owning these things in your first year:
• 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.

Key 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.

Qualifications

• 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.