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Checkr

Associate Manager, Operations

Leads Manual Verifications team handling employment/income verifications, driving operational excellence through performance management, KPI tracking, quality audits, and process improvements. Requires 2+ years leadership in operations/call centers and 3+ years customer-facing experience.

73k – 91kNashville, TNPeople OpsHybrid2+ YOE
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About the role

Responsibilities

  • Lead a team of verification specialists through performance management, coaching, mentorship, and professional development while overseeing attendance, schedules, and disciplinary actions
  • Track individual and team metrics, prepare weekly reports, maintain comprehensive documentation, and escalate critical issues to leadership
  • Analyze quality failures, conduct regular audits, and ensure team deliverables meet company standards and SLAs
  • Identify performance trends, develop corrective action plans, and implement solutions to address gaps and inefficiencies
  • Design and facilitate training programs on quality protocols, operational workflows, product offerings, and customer personas in collaboration with senior team members
  • Partner with leadership on operational initiatives, stay current on product updates and customer needs, and ensure timely completion of cross-functional deliverables

Requirements

  • 2+ years or more of leadership experience in call center management, operations, team management, or a related field
  • 3+ years of experience in a customer-facing role
  • 2+ years of experience in leading projects or peers to achieve common goals
  • Outstanding organizational, planning, and problem-solving skills with the ability to prioritize multiple issues and produce solutions
  • Excellent written and verbal communication skills; proven ability to establish relationships with direct reports, peers, executives and clients
  • Strategic and Process-Oriented: Takes initiative to set priorities, drive results, and improve workflows by identifying inefficiencies
  • Mentorship and Data-Driven Problem Solving: Develops talent, upholds high performance standards, and uses data analysis to identify root causes and implement solutions
  • Collaborative and Communicative: Works cross-functionally, navigates multiple systems, and clearly conveys expectations, feedback, and updates
  • Organized and Adaptable: Balances priorities, meets deadlines, delivers quality work, and effectively responds to change
  • An A-player mindset with a strong bias for action: you raise the bar, move with urgency, stay resilient through ambiguity, and take ownership to deliver meaningful outcomes

Compensation

  • On-target Earnings OR Base Salary range (Nashville, TN): $73,000—$91,000 USD
  • 100% medical, dental and vision coverage
  • Unlimited PTO policy
  • Monthly wellness stipend
  • Learning and development allowance
  • Competitive compensation and opportunity for advancement

Skills

Kpi ManagementQuality AssuranceData AnalysisPerformance ManagementTeam CoachingMetrics TrackingSla ManagementProcess ImprovementTraining ProgramsCross-Functional Collaboration

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