Senior Business Operations Manager

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

Proficiency with support platforms (Zendesk preferred) and data visualization or reporting tools

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

Serve as a cross-functional liaison, partnering with Product, Engineering, Finance, and other teams to align on shared priorities and drive execution