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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.

Senior Business Operations Manager

Job details

NICE