Senior Service Delivery Manager, Operations

About the role

This role involves leading a team of verification specialists dedicated to Checkr's core mortgage solution for enterprise clients. The Senior Service Delivery Manager will be responsible for building, mentoring, and scaling this team, ensuring high standards in speed, accuracy, and customer experience. A key aspect of the role is representing the team and its services to customers, proactively managing feedback, and translating needs into solutions to continuously improve service delivery.

The manager will develop and implement robust frameworks and processes to meet and exceed customer expectations. This includes designing and facilitating training programs on quality protocols, operational workflows, and product offerings. Success in this position means consistently delivering above industry standards and ensuring the team operates efficiently while maintaining strong customer relationships.

As a member of the Operations department leadership, this individual will contribute to defining and driving organizational strategy and achieving company-level goals. The role requires close collaboration with Product, Engineering, and Customer Success teams to identify and implement product and operational improvements. This leader will also partner with executive leadership on operational initiatives and ensure timely completion of cross-functional deliverables.

The salary for this role ranges from $85,000 to $130,000 annually.

Skills that matter here

• management experience in operations or a related production field: This role requires a minimum of 7 years of operational management experience to lead and optimize service delivery processes.
• people management role: A minimum of 5 years in a people management capacity is needed to build, mentor, and scale the verification specialist team.
• leading projects or peers: At least 2 years of experience leading projects is essential for driving common goals and cross-functional initiatives.
• organizational, planning, and problem-solving skills: These skills are critical for prioritizing issues, developing solutions, and managing team workflows effectively.
• written and verbal communication skills: Strong communication is necessary for establishing relationships with direct reports, executives, and clients, as well as conveying expectations and feedback.
• Data-Driven Problem Solving: This skill is used to analyze data, identify root causes of issues, and implement effective solutions to improve performance.

Who this role suits

• A leader who thrives on building and scaling high-performing teams, with a focus on mentorship and talent development.
• Someone who is highly strategic and process-oriented, always looking for ways to improve workflows and drive results.
• An individual who excels in collaborative environments, capable of working cross-functionally and managing multiple systems.
• A person with a strong bias for action, who is resilient through ambiguity and takes ownership of outcomes.

From the employer

What you’ll do:

• Build, mentor, and scale a team of verification specialists servicing the enterprise mortgage customer base
• Serve as a company and product expert, representing the team and its service externally to customers
• Proactively manage the customer feedback loop, efficiently fielding requests and needs, and rapidly translating them into impactful solutions
• Develop and implement robust frameworks and processes to consistently meet and exceed the high standards of Checkr’s customers
• Design and facilitate training programs on quality protocols, operational workflows, product offerings, and customer personas in collaboration with senior team members
• Identify and spearhead product and operational improvements in close collaboration with Product, Engineering, and Customer Success teams
• Partner with executive leadership on operational initiatives, stay current on product updates and customer needs, and ensure timely completion of cross-functional deliverables

What you bring:

• 7+ years or more of management experience in operations or a related production field
• 5+ years of experience in a people management role (managers and individual contributors)
• 2+ years of experience in leading projects or peers to achieve common goals
• Proven experience building, scheduling, managing and scaling high-performing teams
• 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

What We Offer

• A fast-paced and collaborative environment
• Learning and development allowance
• Competitive cash and equity compensation, and opportunity for advancement
• 100% medical, dental, and vision coverage
• Up to $25K reimbursement for fertility, adoption, and parental planning services
• Flexible PTO policy
• Monthly wellness stipend
• In-office perks and hub locations with expectations to work from the office 3+ days a week
• A relocation stipend may be available for those willing to relocate to a Checkr hub location