Business Operations Manager

Role Overview

• Monitor and manage operations throughout the organization; assist teams in providing consistent and predictable results
• Support operations leaders with continuous improvement projects at the task and coordination level
• Support the organization’s strategic plans for cross-functional communication as needed across the merchant network, operations, and customer support
• Lead – both formally and informally –  to drive results and improve operational processes and procedures
• Assist with expense report tracking and coordination for review and approval
• Gather and prepare data for the monthly CSAT report; provide compiled data to Director
• In coordination with the Director of Operations and other KHI leadership, manage mass merchant and customer communications strategy and execution
• Organize and ensure the successful management of Requests for Information (RFIs) distributed to the merchant network
• Manage and maintain merchant contact email lists for accuracy and completeness
• Manage and oversee updates to merchant documents and agreements as needed
• Manage the maintenance of key submission forms – including merchant agreements –  within Formsite and internal systems
• Assist with and help resolve tier-1 merchant-related issues; escalate unresolved issues to  Director of Operations
• Develop, maintain, and update Formsite forms for operational use
• Develop and maintain internal operational forms and documentation templates
• Manage internal and external distribution lists to ensure accurate routing
• Provide program communications support as directed by the Director
• Conduct, or work with other leaders to conduct, a monthly All-Hands meeting

Requirements

• 3+ years of experience in operations, coordination, or a related administrative role
• Strong and practiced leadership skills
• Strong written communication skills with experience drafting professional business communications
• Highly organized with strong attention to detail and ability to manage multiple priorities
• Proficiency with Constant Contact, Formsite or similar, email marketing platforms, and Microsoft Office Suite
• Ability to work collaboratively and escalate effectively within a team structure
• Experience in merchant services, fuel distribution, or network-based operations (preferred)
• Familiarity with CRM systems and customer support workflows (preferred)
• Associate's or Bachelor's degree in Business Administration or related field (preferred)

Benefits

• Competitive salary
• Generous paid time off
• Medical, dental, vision, FSA, Life/AD&D, long and short-term disability
• 401K matching
• Casual environment and dress
• Employee referral program