NMI is a leading provider of payment gateway solutions, specializing in card-present solutions and payment processing. Our innovative technologies empower businesses to securely accept payments and optimize transaction processes. With a focus on reliability, security, and innovation, we continuously push the boundaries of what's possible in the payments industry.

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.

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 Skills & Experience: 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 surfa