Senior Manager, Compliance Operations - Shared Services

About Checkr
Checkr’s mission is to build a fairer future by designing technology to create opportunities for all. We believe all candidates, regardless of who they are, should have a fair chance to work. Established in 2014 and valued at $5B, Checkr is using technology to bring hiring to the next level. Our People Trust Platform uses machine learning to help thousands of companies modernize their background check process and make hiring safer, more efficient, and more inclusive. Some of our customers include Uber, Instacart, Doordash, Netflix, Compass Group, and Adecco.

A career with Checkr is an opportunity to work with some of the best and brightest minds, disrupt an industry for a better future, and give otherwise overlooked candidates access to employment. Checkr has been recognized in Forbes Best Startup Employers and is a top Y Combinator company by valuation.

The ideal candidate for this senior management position must possess excellent communication and interpersonal skills, a strong inclination for coaching and developing others, exceptional problem-solving abilities, proficiency in divergent and critical thinking, and a solid foundation in analytical and data-driven approaches. In this role, you will join a dedicated and resourceful team that aims to establish a new quality standard in the background screening industry.

As the Senior Manager of Operations | Shared Services within the Compliance Operations organization, you will be responsible for leading the Shared Services team. This team is crucial in supporting our three ticket-based teams: Quality Assurance, Dispute Intake, and Investigations. Shared Services encompass three primary functions:

1. Training & Enablement: You will take full ownership of the new hire and performance-driven training framework and processes, as well as the knowledge base and the facilitation of tools and systems to enable team members.
2. Quality & Performance Ops: You will have ownership of the auditing processes and operations, as well as the performance management systems, including agent metrics. Additionally, you will empower managers to effectively monitor and track performance.
3. Ops Process & Efficiency: Collaborating with various teams within Compliance Operations, you will spearhead projects aimed at improving our operations, processes, and efficiencies. Your efforts will align with our OKRs and goals, driving impactful outcomes.

By leading the Shared Services team, you will contribute to the overall success of the Compliance Operations organization and play a vital role in delivering exceptional service and performance in the background screening industry.

What you’ll do

• Supervising multiple functional teams within Compliance Operations, including Training & Enablement, Quality & Performance Ops, and Process Improvement & Efficiency.
• Taking ownership of all aspects related to people, projects, programs, and cross-functional collaboration.
• Ensuring the success metrics, operational processes, efficiencies, and pain points of the teams are managed effectively.
• Managing, developing, nurturing, and engaging a diverse team consisting of Ops Managers, Associate Managers, Ops specialists, and ticket-based roles.
• Collaborating with various teams both within Compliance Operations and external groups such as Product/Eng, Customer/Candidate Support, Data teams, Legal, and People Operations.
• Implementing processes, tools, and procedures for Performance Management, Quality/Auditing, Training, Operational Excellence, OKRs, Goals, and Success Metrics.
• Driving operational improvements that enhance KPIs, success metrics, and efficiencies, with a focus on reducing costs, agent work time, and product automation.
• Utilizing data to generate recommendations and foster a collaborative culture within the co-geographic team, ensuring high employee satisfaction.
• Establishing strong relationships with stakeholders in other Compliance Ops areas, including Quality Assurance management, Disputes management, and the Director of Compliance Ops.

What you bring

• 2-3 years of experience in an Operations Manager role with a focus on people management.
• Proven ability to effectively support, grow, and manage a large management team within company similar in size to Checkr.
• Balancing support for the team while empowering team members to take ownership of their work.
• Experience guiding strategic thinking, planning, and decision-making aligned with company and team goals.
• Deep understanding of Checkr's background check process or the