NMI is hiring an Operations Excellence Manager

Operations Excellence Manager Location: USA Remote Status: Fully Remote A leading enterprise conversational AI solutions provider seeks a strategic professional to optimize customer interaction performance and operational effectiveness. Position Overview The ideal candidate will possess demonstrated expertise in contact center environments, focusing on performance optimization. You'll collaborate with Customer Success Managers, Strategic Account Managers, and Technical Program Managers to enhance operational processes in conversational operations across messaging, voice, and email platforms. Key Responsibilities & Impact Operational Optimization & Process Design: - Conduct comprehensive efficiency and effectiveness studies in contact center operations - Document process workflows for emerging customer offerings - Proactively recommend workflow and scheduling improvements Customer & Program Alignment: - Coordinate with Customer Success Managers to ensure program effectiveness - Define conversational strategies for new and existing customers - Lead internal operational execution initiatives Compliance, Training & Support: - Maintain process compliance through regular analysis and auditing - Develop training materials for employees and customers - Assist in root cause analysis and corrective actions Technical and Strategic Input: - Provide analytical insights to product owners - Maintain current technological and industry knowledge Execution & Travel: - Manage competing priorities effectively - Travel up to 30% for business requirements Required Skills & Qualifications Professional Experience & Education: - Bachelor's degree or equivalent practical experience - Strong operational contact center knowledge - Experience in dynamic, fast-growth environments Technical Expertise & Acumen: - Digital business acumen with critical thinking skills - Proficiency in Google Workspace or MS Suite - Conversational AI platform experience preferred - Six Sigma certification advantageous Attributes & Mindset: - Customer-centric communication approach - Strong leadership and organizational skills - Ability to prioritize and make quick decisions - Exceptional verbal and written communication - Adaptable and deadline-oriented Benefits & Perks - Comprehensive health insurance - 401(k) retirement plan - Flexible PTO - Professional development resources - Remote-first work model Our organization celebrates diversity, empowering team members to create meaningful global conversations. We're committed to fostering an inclusive workplace as an Equal Opportunity Employer.