Operations Manager - Support

Company Overview

ID.me is a high-growth enterprise software company that simplifies how people prove and share their identity online.  The company empowers people to control their data through a portable and trusted login, which means they don’t need to create a new password when visiting sites that have the ID.me button.  ID.me’s digital identity network has over 117 million registered members, and is used by fourteen federal agencies, agencies in 30 states and over 600 corporations for secure identity proofing and verification.

ID.me’s technology meets the federal standards for consumer authentication set by the Commerce Department and is approved as a NIST 800-63-3 IAL2 / AAL2 credential service provider by the Kantara Initiative. In addition to helping people control their credentials and data, the company’s “No Identity Left Behind” initiative strives to expand digital access and inclusion for all people. The company offers multiple pathways to identity verification – online self-serve, live video chat agents, and in person.  ID.me is passionate about building a robust identity network that does not compromise access for traditionally underserved groups.

ID.me has received numerous awards including Deloitte’s 2023 Technology Fast 500, Washington Business Journal’s Fastest Growing Companies, Entrepreneur Magazine’s 100 Brilliant Companies and Wall Street Journal’s Startup of the Year finalist.  In recent quarters, ID.me announced it raised $132 million in Series D funding, led by Viking Global Investors with participation from CapitalG, Morgan Stanley Counterpoint, FTV Capital, PSP Growth, Auctus Investment Group, Moonshots Capital, and Scout Ventures. ID.me’s most recent round brings the total investment in ID.me to over $275 million since its founding in 2010.

 

Operations Manager

The Operations Manager for ID.me will be responsible for directly managing a team of 5-10 Team Leaders (directly) and over 50-100 Member Support reps (indirectly), focusing on performance and efficiency in our customer support efforts. 

Responsibilities

• Determine call center operational strategies by evaluating team results and objectives
• Deliver regular feedback and directly manage the performance of  5-10 Team Leads
• Monitor team performance and provide tools and coaching if necessary
• Prepares performance reports by collecting and analyzing data
• Assist in the development and growth of  high-performing representatives, identifying top performers for promotion
• Manage expectations with underperforming representatives, determine mitigation strategy for underperforming trainees
• Manage the Team Leads, working closely with them to execute needs across day-to-day technical coverage and representative development
• Handle escalations and dive into urgent support issues where needed
• Manage site operations including communication with cleaning staff and security as needed
• Helps agents with challenging customer service issues
• Other duties/projects as assigned

Qualifications

• Must be willing to work 2p-10:30p two times weekly and 4p-12:30a three times weekly
• Must have 3-5 years of leadership experience
• 2-3 years experience managing a team of operational or customer support staff (experience may be supplemented with education)
• 3+ years customer focus and customer service skills
• Demonstrated ability to monitor and evaluate quality and performance management
• Ability to remain calm and in control of a situation
• Excellent written and verbal communication skills

 

Preferred

Experience with Zendesk, Google Suite, Tableau Reporting and/or Metabase

ID.me maintains a work environment free from discrimination, where employees are treated with dignity and respect. All ID.me employees share in the responsibility for fulfilling our commitment to equal employment opportunity. ID.me does not discriminate against any employee or applicant on the basis of age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. ID.me adheres to these principles in all aspects of employment, including recruitment, hiring, training, compensation, promotion, benefits, social and recreational programs, and discipline. In addition, ID.me's policy is to provide reasonable accommodation to qualified employees who have protected d