Business Operations Manager

At KHI, we provide innovative software solutions and world-class support, connecting buyers and sellers in the aviation and marine government and commercial markets. We specialize in payment and credit management for Government to Business (G2B) companies across the globe, setting the stage for the future of omni-channel G2B payments by extending terms, handling invoicing and managing collections. We take care of our clients by taking care of their customers.

Every day, KHI employees are challenged and empowered in a supportive, collaborative, entrepreneurial environment. We believe that Employee Engagement is the key to our success.

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.