Business Operations Manager II, Advanced Process and Tools

What Success Looks Like (Objectives): Candidates must be willing to participate in at least one in-person interview: The Business Operations Manager II addresses critical agent and customer friction points across operational processes and support tools. By leading a team of Program Managers, this role resolves systemic process gaps and tool limitations that drive up contact volume and operational costs.

Through strategic collaboration with IT and CXO leadership, the position ensures targeted technical enhancements are prioritized and implemented to streamline workflows. What Success Looks Like (Objectives): Lead and mentor a high-performing team of Program Managers to achieve departmental operational efficiency OKRs Direct deep-dive root cause analyses into agent tool pain points, ticket trends, and UI usability roadblocks Conduct quantitative impact sizing models on call volume, handle time, and transfer rates to build business cases for IT backlog prioritization Leverage modern AI capabilities, Generative AI/LLMs, and automated workflow tools to optimize agent efficiency and communication processes Build strategic partnerships across CXO, IT, and cross-functional teams to execute continuous tool and process improvements Core Skills, Competencies, and Key Experiences (What you’ll bring) Core Skills and Competencies (What you'll bring): Direct supervisory and people leadership capabilities to coach professional Program Managers and manage team capacity Advanced analytical research skills to translate qualitative frontline feedback into quantitative impact models AI Literacy to leverage modern productivity technologies, Generative AI/LLMs, and automated workflow tools Adaptability and change management expertise to navigate ambiguous situations and make decisive actions without complete data Superior executive communication skills to write succinct updates and present strategic proposals to Senior Leadership Strong stakeholder management abilities to build cross-functional alignment across IT and enterprise business units Additional Qualifications: Willingness to travel occasionally to CXO site locations Minimum Requirements: Minimum Education: Bachelor’s degree in Business Operations, Program Management, Process Engineering, or a related field Minimum Experience: 3+ years of experience in business operations, program management, or process engineering Required Technical Skills: Must have at least 1 year of experience with: Direct supervisory or people leadership in an operational or technical environment Data analysis and quantitative impact sizing modeling tools <li style="font-size: 12pt; font-family: Arial,sans-serif; color: #000000; font-weight: