Senior Service Delivery Manager, Operations

About the role

This Senior Service Delivery Manager will lead Checkr's Truework operations, specifically focusing on the enterprise mortgage customer segment. The role involves building, mentoring, and scaling a team of verification specialists, ensuring services consistently exceed industry standards for speed, accuracy, and customer satisfaction. The manager will act as a company and product expert, representing the team to external customers and translating feedback into solutions.

A key part of this position involves developing and implementing robust frameworks and processes to uphold Checkr's high standards. The manager will design and facilitate training programs covering quality protocols, operational workflows, and product offerings. This role requires close collaboration with Product, Engineering, and Customer Success teams to identify and implement product and operational improvements.

As a member of the Operations department leadership, this individual will contribute to defining and driving organizational strategy and achieving company-wide goals. The manager will partner with executive leadership on operational initiatives, stay informed on product updates and customer needs, and ensure the timely completion of cross-functional deliverables, all while maintaining a focus on customer experience.

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

Skills that matter here

• management experience in operations or a related production field: This role requires at least 7 years of operational management experience to lead service delivery for enterprise customers.
• people management role: The position demands 5+ years of experience in managing teams, including individual contributors, to build and scale the verification specialist team.
• leading projects or peers to achieve common goals: Candidates need 2+ years of experience in project leadership to drive operational initiatives and improvements.
• building, scheduling, managing and scaling high-performing teams: Proven experience in these areas is essential for growing the team of verification specialists effectively.
• Outstanding organizational, planning, and problem-solving skills: These skills are critical for prioritizing issues, developing solutions, and managing complex service delivery processes.
• Excellent written and verbal communication skills: Strong communication is necessary for establishing relationships with direct reports, peers, executives, and clients, and for representing the team externally.

Who this role suits

• A leader who is strategic and process-oriented, taking initiative to improve workflows and drive results.
• Someone who excels at mentorship and uses data-driven problem-solving to develop talent and identify root causes.
• An individual who is collaborative and communicative, able to work cross-functionally and clearly convey expectations.
• A professional who is organized and adaptable, capable of balancing priorities, meeting deadlines, and responding effectively to change.

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