Manager-Business Process Optimization

Nelnet Business Services (NBS), a division of Nelnet, Inc., provides payment technology and education services to more than 1,200 higher education institutions, nearly 12,000 K-12 schools, and millions of individual students, families, and supporters across the globe. Our culture of service enables us to form long-lasting and trusted partnerships, while our focus on creativity and innovative solutions empowers our customer communities to thrive.

The Manager, Business Process Optimization is responsible for identifying operational inefficiencies, developing practical solutions that address root causes, and partnering across teams to implement improvements that enhance operational performance, client satisfaction, and organizational capacity.
This role operates at the intersection of operational scalability, technology and cross-functional collaboration, combining analytical problem-solving with the ability to translate findings into scalable processes, automation, and system enhancements. The Manager serves as a key partner across departments to ensure that operational improvements align with business priorities, technical capabilities, and the broader FACTS roadmaps.

This position offers a hybrid work option. Nelnet values flexibility and understands the importance of work-life integration. Our hybrid work environment allows associates to work remotely for part of the week, while also fostering collaboration and team connection through in-office presence.

Please note that we are unable to provide visa sponsorship for this position. To be considered, candidates must already be authorized to work in the United States without the need for current or future sponsorship.

Compensation range for this role is $110,000-$130,000 annually, depending on experience.

JOB RESPONSIBILITIES: 

• Assess operational workflows and processes using data analysis, process mapping, stakeholder interviews, and observation to identify inefficiencies, service gaps, and root causes.

• Develop and prioritize improvement initiatives with clear recommendations, success metrics, and projected impact on efficiency, quality, and service delivery.

• Present insights and recommendations to leadership in a concise, actionable manner to support informed decision-making.

• Identify and address customer experience challenges (e.g., onboarding friction, service delays, accuracy issues) and drive solutions that enhance satisfaction and retention.

• Design and implement scalable operational solutions that increase capacity and efficiency without proportional increases in manual effort or headcount.

• Deliver automation and system enhancements, including AI-enabled workflows, ensuring solutions are practical, scalable, and aligned with operational needs. Capable of partnering with Product and Engineering teams where solutions require advanced technology changes.

• Evaluate emerging technologies and tools and recommend solutions that deliver measurable business value and support long-term operational effectiveness.

• Collaborate cross functionally with Operations, Engineering, IT, Product, and other stakeholders to ensure operational solutions are compatible with system architecture, data standards, and technical constraints.

• Support strategic integration initiatives by contributing to business cases, evaluating cost and impact, and assisting with planning, prioritization, and execution.

• Establish and maintain operational standards and documentation, including playbooks, best practices, and progress reporting, to ensure consistency, sustainability, and leadership visibility of outcomes.

EDUCATION:

Bachelor’s degree in computer science, information systems, engineering, business administration, or a related field (advanced degree preferred).

EXPERIENCE:

• Minimum of 6–8 years of progressive experience in roles involving operational improvement, technology-enabled process design, and cross-functional collaboration.

• Demonstrated experience identifying business or operational challenges and translating them into scalable solutions with measurable results.

• Experience working with automation tools, AI/ML capabilities, system integrations, or data-driven workflow improvements in an applied business environment.

• Experience in K–12 education technology, tuition management, financial aid administration, student information systems, or similarly regulated service environments (preferred).

• Experience supporting organizations through operational transformation or technology-enabled process redesign (preferred).

• Background in software development, systems implementation, workflow automation, or technical product collaboration (preferred).

COMPETENCIES – SKILLS/KNOWLEDGE/ABILITIES:

• Strong analytical skills, including process diagnostics, root-cause analysis, and operational performance improvement.

• Proven ability to manage complex initiatives across multiple stakeholders and functions.

• Ability to move fluidly between diagnosing business problems, designing effective solutions, and driving execution.

• Capable of producing measurable outcomes through thoughtful analysis, strong cross-functional partnership, and disciplined implementation.

• Familiarity with school administration platforms, enrollment systems, billing workflows, payment processing, or multi-party service delivery models (preferred).

• Knowledge of enterprise integration practices, API-based workflows, and data movement across systems (preferred).

#LI-Hybrid

#LI-CW1

Our benefits package includes medical, dental, vision, HSA and FSA, generous earned time off, 401K/student loan repayment, life insurance & AD&D insurance, employee assistance program, employee stock purchase program, tuition reimbursement, performance-based incentive pay, short- and long-term disability, and a robust wellness program. Click here to learn more about our benefits: Benefits & Perks - Nelnet Inc

Nelnet is committed to providing a welcoming and respectful workplace where all associates have the opportunity to succeed. As an Equal Opportunity Employer, we ensure that all qualified applicants are considered for employment. Employment decisions are made without regard to race, color, religion/creed, national origin, gender, sex, marital status, age, disability, use of a guide dog or service animal, sexual orientation, military/veteran status, or any other status protected by federal, state, or local law. We value the unique contributions of every team member and believe that a positive work environment benefits everyone.  

Qualified individuals with disabilities who require reasonable accommodations in order to apply or compete for positions at Nelnet may request such accommodations by contacting Corporate Recruiting at 402-486-5725 or [email protected].

Nelnet is a Drug Free and Tobacco Free Workplace.

Use of Artificial Intelligence in Hiring

We may use automated or artificial intelligence enabled tools to assist with the initial review of applications, such as identifying relevant skills or experience. These tools are used to support human review and do not make hiring decisions. A recruiter reviews applications and determines which candidates move forward in the hiring process. For more information, see our Privacy Policy and Pre-Use Notice: Automated Tools in Hiring