Company Description
NLB Services, founded in 2007 and headquartered in Alpharetta, Georgia, is a global leader in IT staffing, digital workforce solutions, and technology talent services. The company accelerates innovation and business growth by providing expertise in Data & AI, Cloud & Infrastructure, and Software & Product Engineering across industries such as Banking, Healthcare, Telecom, and more. NLB Services also empowers organizations through its NLL Academy, focusing on upskilling and reskilling for the future workforce. As a trusted talent partner for Fortune 500 and high-growth companies worldwide, NLB Services has been recognized with numerous industry awards, including SIA’s Top 100 Largest US Staffing Firms and Financial Times' Americas' Fastest Growing Companies. With a presence in the US, India, and Europe, NLB Services consistently delivers value through its commitment to quality, compliance, and performance.
Please find the details of the position below:
Title: Sr Business Operations Manager
Location: San Diego, CA, USA (Hybrid)
Duration: 09+ Months with possible extension
Job Description:
Adoption Strategy & Execution
- Partner with Major Area Leaders to develop, manage, and track customer adoption plans across their portfolios
- Leverage AI-powered analytics and predictive modeling to identify at-risk customers and proactively drive intervention strategies to improve health scores
- Ensure we have all necessary adoption information via our scorecards and dashboards that provide real-time visibility into customer engagement, product usage, and value realization
- Drive cross-functional collaboration with Customer Success, Sales, and Product teams to ensure adoption initiatives are supported and executed
- Build strategies to drive a sales motion to ensure customers have the right level of Customer Success for post sales coverage
- Support headcount management and capacity planning, including ratio analysis, coverage modeling, and resource allocation to ensure optimal customer support
Performance Monitoring & Risk Mitigation
- Monitor GRR trends, product adoption metrics, and customer health indicators using AI-driven insights to identify downsell risks and expansion opportunities
- Monitor progress of "get-well" plans for customers with Adoption challenges in partnership with CSMs and Account Executives
- Track and report on NPS trends, using AI tools to identify root causes of detractor feedback and partnering with teams to drive year-over-year improvements
- Create regular performance insights and recommendations for Major Area Leaders to inform strategic decisions, automating reporting where possible
Operational Excellence & Governance
- Establish consistent cadences for adoption reviews, customer health check-ins, and performance tracking across Major Areas
- Develop standardized templates, playbooks, and AI-powered workflows to scale adoption efforts across the Major Area
- Organize and facilitate planning sessions to align teams on adoption priorities, goals, and execution plans
- Ensure accountability and follow-through on adoption initiatives through structured tracking and regular progress reviews, leveraging automation to reduce manual effort
Communications & Stakeholder Enablement
- Prepare executive-ready materials for QBRs, business reviews, and strategic planning sessions, using AI tools to enhance data visualization and storytelling
- Translate complex data into clear, actionable insights that drive stakeholder alignment
- Support internal communications to reinforce adoption priorities and celebrate customer success wins
- Foster a culture of customer-centricity, continuous improvement, and AI-enabled innovation across the teams you support
To be successful in this role you have:
- Strong AI aptitude: Demonstrated experience leveraging AI-powered tools for analytics, workflow automation, predictive modeling, or decision support. Comfortable exploring new AI capabilities and integrating them into operational processes.
- 3-6 years of experience in business operations, customer success operations, or program management—ideally in a SaaS or subscription-based business environment
- Demonstrated ability to build relationships and collaborate effectively with cross-functional teams and stakeholders at various levels
- Strong analytical skills with the ability to work with data, identify trends, and create actionable insights using modern analytics and AI tools
- Experience building dashboards, scorecards, and tracking mechanisms to monitor performance (familiarity with AI-enhanced analytics platforms a plus)
- Experience with headcount planning, capacity modeling, and resource allocation in customer-facing organizations
- Proven track record managing multiple initiatives simultaneously with strong organizational and project management skills
- Excellent communication skills with the ability to synthesize complexity and present clear recommendations
- Familiarity with customer success metrics (GRR, NPS, health scores, adoption metrics) and how they drive business outcomes
- A proactive, solutions-oriented mindset with enthusiasm for leveraging AI and automation to scale operations
