Business Operations Manager

The Business Operations Manager is the execution engine of the operations team, responsible for day-to-day coordination of merchant communications, systems maintenance, and operational support activities. The Business Operations Manager is also responsible for identifying continuous improvement opportunities in KHI's daily operations, always seeking to enhance the company’s efficiency and technology. This role works closely with the Director of Operations to ensure that merchant relationships, data systems, and internal processes run smoothly and efficiently. The Business Operations Manager is a key escalation bridge between frontline issues and senior leadership.

Key Responsibilities

Management & Coordination

• 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

Merchant Operations & Communications

• 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


• Systems & Forms Management


• 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

Qualifications

Required

• 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

Preferred

• Experience in merchant services, fuel distribution, or network-based operations


• Familiarity with CRM systems and customer support workflows


• Associate's or Bachelor's degree in Business Administration or related field

Working Relationship

The Business Operations Manager works in close partnership with the Director of Operations. This role will serve as the first level of escalation for the Operations Teams and will work closely with the Director of Operations to align, support teams, and plan strategically. Additionally, the Business Operations Manager will facilitate escalated merchant issues, mass merchant communications, and operational decisions while consulting with the Director as needed/required. Both roles share accountability for customer support coordination and expense tracking, with the Manager role handling day-to-day execution and the Director role providing review and approval.