Job Application for Senior Business Operations Manager at NICE

Back to jobs

At NiCE, we don’t limit our challenges. We challenge our limits. Always. We’re ambitious. We’re game changers. And we play to win. We set the highest standards and execute beyond them. And if you’re like us, we can offer you the ultimate career opportunity that will light a fire within you.

Job Summary

We are seeking a Business Operations Manager to join the Global Business Operations team, focused on improving and managing post-sales processes across Services, Support, and Business Partner organizations. In this role, you will lead cross-functional initiatives from discovery and business requirements through implementation and rollout, driving operational efficiency and scalable process improvements across a global software environment. The position requires strong business analysis and process optimization skills, along with the ability to leverage data, BI tools, and emerging technologies such as AI to identify insights and recommend solutions. You will work closely with business stakeholders and IT teams to address operational challenges, define best-practice processes, and ensure successful adoption through workshops, user acceptance testing (UAT), and training. The ideal candidate is highly organized, analytical, and collaborative, with the ability to manage multiple initiatives simultaneously while influencing stakeholders and delivering impactful results.

Serves as an internal Operations Manager for the Global Business Operations group, supporting designing and managing operational processes focused on post sales unites (Services, Customer Success, Business partners etc.)

· Lead the discovery, definition, and implementation of a standardized processes framework, ensuring alignment across Customer Success, Sales, Finance, and Operations teams, addressing current gaps in consistency and visibility

· Partner closely with the BI team to define data requirements, KPIs, and reporting structure; translate business needs into scalable dashboards and reporting solutions (e.g., Power BI), ensuring a single source of truth for operational data.

· Own and manage the renewal pipeline tracking model, including defining stages, health indicators, risk flags, and forecasting logic to support proactive renewal management.

· Establish and lead ongoing operational cadences (weekly/monthly) to track pipeline performance, identify risks, and monitor churn trends, enabling early intervention and data-driven decision making.

· Drive churn and risk analysis by identifying root causes, trends, and actionable insights; partner with stakeholders to translate findings into process improvements and mitigation plans.

· Work closely with Customer Success leadership to operationalize renewal processes, ensuring clear accountability, adoption of tools, and alignment with renewal targets and KPIs.

· Continuously identify process gaps and improvement opportunities , designing scalable solutions and ensuring successful implementation.

· Manage stakeholder engagement across cross-functional teams (CS, Sales, Finance, BI), ensuring alignment, clear communication, and successful execution of initiatives.

· Build and present executive-level updates and insights on renewal performance, including pipeline health, risks, churn drivers, and key trends.

Education:

· B.Sc. in Industrial Engineering & Management, Business, Economics, or a related field – Must

Requirements:

· 5+ years of experience in Operations, Business Analysis, or Revenue/Renewals Operations within a global SaaS/software environment

· Strong experience working with BI/reporting teams and translating business requirements into dashboards and data models (e.g., Power BI, Salesforce reporting). Building PBI reports is not a must skill.

· Proven experience designing and implementing operational processes (discovery → design → build → adoption)

· Strong analytical skills, with experience in pipeline analysis, churn analysis, and risk identification

· Deep understanding of end-to-end customer lifecycle processes, especially Customer Success and renewal cycles

· Experience managing cross-functional cadences and driving accountability across multiple stakeholders

· Ability to define KPIs, tracking methodologies, and operational frameworks that enable proactive business management

· Excellent Excel and data analysis skills; experience working with large datasets and extracting actionable insights

· Strong business acumen and ability to connect operational insights to revenue outcomes and renewal targets

· Experience working in matrix organizations and leading initiatives without direct authority

· Highly organized, proactive, and detail-oriented with the ability to manage multiple initiatives in parallel

· Excellent communication and storytelling skills, with the ability to present complex data clearly to executives and stakeholders

· Experience in Customer Success / Renewals Operations / Revenue Operations – Advantage

About NiCE

NICE Ltd. (NASDAQ: NICE) software products are used by 25,000+ global businesses, including 85 of the Fortune 100 corporations, to deliver extraordinary customer experiences, fight financial crime and ensure public safety. Every day, NiCE software manages more than 120 million customer interactions and monitors 3+ billion financial transactions.

Known as an innovation powerhouse that excels in AI, cloud and digital, NiCE is consistently recognized as the market leader in its domains, with over 8,500 employees across 30+ countries.

NiCE is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, age, sex, marital status, ancestry, neurotype, physical or mental disability, veteran status, gender identity, sexual orientation or any other category protected by law.

About NiCE

Known as an innovation powerhouse that excels in AI, cloud and digital, NiCE is consistently recognized as the market leader in its domains, with over 8,500 employees across 30+ countries.

Create a Job Alert

Interested in building your career at NICE? Get future opportunities sent straight to your email.

First Name

Last Name

Country

Phone

Resume/CV*

Accepted file types: pdf, doc, docx, txt, rtf

Cover Letter

Accepted file types: pdf, doc, docx, txt, rtf

LinkedIn Profile

Website

Do you have any first-degree relatives (spouse, parent, child, sibling) that are currently employed by NICE or any of its subsidiaries?

Select...

Have you ever worked at NICE or any of it's subsidiaries?

Select...

Are you willing to come into the Hoboken, NJ office two days a week on a flex-hybrid schedule?

Select...

What is your desired base salary?

Do you now or in the future require visa sponsorship?

Select...

What is your current address?

Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey. Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

As set forth in NICE’s Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.

Gender

Select...

Are you Hispanic/Latino?

Select...

Race & Ethnicity Definitions

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.

Veteran Status

Select...

Voluntary Self-Identification of Disability

Form CC-305

Page 1 of 1

OMB Control Number 1250-0005

Expires 04/30/2026

Why are you being asked to complete this form?

We are a federal contractor or subcontractor. The law requires us to provide equal employment opportunity to qualified people with disabilities. We have a goal of having at least 7% of our workers as people with disabilities. The law says we must measure our progress towards this goal. To do this, we must ask applicants and employees if they have a disability or have ever had one. People can become disabled, so we need to ask this question at least every five years.

Completing this form is voluntary, and we hope that you will choose to do so. Your answer is confidential. No one who makes hiring decisions will see it. Your decision to complete the form and your answer will not harm you in any way. If you want to learn more about the law or this form, visit the U.S. Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

How do you know if you have a disability?

A disability is a condition that substantially limits one or more of your “major life activities.” If you have or have ever had such a condition, you are a person with a disability. Disabilities include, but are not limited to:

Alcohol or other substance use disorder (not currently using drugs illegally)
Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, HIV/AIDS
Blind or low vision
Cancer (past or present)
Cardiovascular or heart disease
Celiac disease
Cerebral palsy
Deaf or serious difficulty hearing
Diabetes
Disfigurement, for example, disfigurement caused by burns, wounds, accidents, or congenital disorders
Epilepsy or other seizure disorder
Gastrointestinal disorders, for example, Crohn's Disease, irritable bowel syndrome
Intellectual or developmental disability
Mental health conditions, for example, depression, bipolar disorder, anxiety disorder, schizophrenia, PTSD
Missing limbs or partially missing limbs
Mobility impairment, benefiting from the use of a wheelchair, scooter, walker, leg brace(s) and/or other supports
Nervous system condition, for example, migraine headaches, Parkinson’s disease, multiple sclerosis (MS)
Neurodivergence, for example, attention-deficit/hyperactivity disorder (ADHD), autism spectrum disorder, dyslexia, dyspraxia, other learning disabilities
Partial or complete paralysis (any cause)
Pulmonary or respiratory conditions, for example, tuberculosis, asthma, emphysema
Short stature (dwarfism)
Traumatic brain injury

Disability Status

Select...

PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.

Senior Business Operations Manager

Apply for this job

Voluntary Self-Identification

Voluntary Self-Identification of Disability