Senior Manager, Disputes

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 Senior Disputes Manager plays a central role at Checkr. Dispute Investigations is primarily responsible for ensuring maximum possible accuracy on completed background checks disputed or questioned for inaccuracies by the candidate. The team reviews records disputed by a candidate and determines if record(s) are accurate or if they should be reported/revised by checking various aspects of the report. The team reviews disputes for MVR (Motor Vehicle Reports) and Non MVR, to determine if the dispute is necessary/accurate, files a dispute when appropriate, then investigates all the reported inaccuracies. 

This senior management position requires a candidate with strong communication and interpersonal skills, a desire to coach and develop people, excellent problem-solving skills, the ability to practice divergent and critical thinking, and a solid analytical and data-driven approach to their work. You will become part of a hard-working, scrappy team creating a new quality standard in the background screening industry. The Disputes Team consists of two units, the Dispute Intake team & the Investigations team. 

Responsibilities:

• Oversee a team of 45+ ICs and Managers located in the United States. Potential for launching a new team in Chile within 2023. 
• Grow, develop, and engage 6-8 direct reports (Associate Managers & Managers) within our growing Disputes team. 
• Work with the Dispute Intake & Investigations Ops Management team to support the team through feedback and coaching, performance management, conducting annual performance reviews, and managing the team's day-to-day operational tasks. 
• Work cross-functionally with teams within the Compliance Operations org and groups/individuals outside of our org, such as various Product/Eng, Customer/Candidate Support, different Data teams, Legal, People Operations, and more. 
• Oversee and manage both the Dispute Intake & Investigations team strategy by developing, organizing, and managing your team's productivity targets, OKRs, Goals, KPIs, and Product improvements that will drive success toward our annual company goals. 
• Develop, manage, and iterate on operational process improvements that will drive KPIs, success metrics, and efficiencies across your team(s).   
• Leverage data to synthesize recommendations and share with various management teams and other key stakeholders to drive a collaborative culture within a co-geographic team and a high employee satisfaction rate. 
• Build a strong relationship with other Compliance Ops stakeholders such as Quality Assurance Senior Management, Shared Services Senior Management, and the Director of Compliance Ops (whom you will report). 

What you bring:

• 5+ years of professional experience, with a focus/experience in operations, support, risk, fraud, audits, compliance, or trust & safety, is preferred.
• Ideally, 2+ years of leading and coaching a team with a track record of building rapport and learning the nature of the team's day-to-day work
• This person needs a high level of analytical and data-driven thinking. Utilizing data and research to make strategic and informed decisions. 
• When it comes to problem-solving, this person needs to think outside the box, utilizing both divergent and critical thinking skills—finding multiple solutions to problems that already have accepted solutions. i.e., improving a process or operation to be more efficient or adaptable. 
• Effective and timely communicator. Strong verbal and written communication skills are a must, along with an ability to provide feedback, coaching, and direction to individual contributors. In addition, they must be confident and comfortable in leadership meetings and have the ability to communicate effectively and transparently with the estaff. 
• Have strong project management and organizational skills, as well as experience leading large projects that involve various direct report