Senior Service Delivery Manager, Operations

About the role

This role is within Checkr's Truework division, which operates with a degree of independence to foster rapid development while leveraging the parent company's resources. The Senior Service Delivery Manager will be responsible for building and leading a team dedicated to supporting the core mortgage solution for enterprise clients. The focus is on delivering service that surpasses industry standards in terms of speed, accuracy, and overall customer experience.

A key aspect of this position involves defining and implementing robust frameworks and processes to consistently meet customer expectations. The manager will also design and facilitate training programs for the team, covering quality protocols, operational workflows, and product offerings. This ensures the team is well-equipped to handle customer needs and maintain high service standards.

Success in this role means proactively managing customer feedback, translating requests into actionable solutions, and collaborating with product, engineering, and customer success teams to drive improvements. The Senior Manager will also partner with executive leadership on operational initiatives, staying informed on product updates and customer requirements to ensure timely delivery of cross-functional projects and strategic objectives.

The annual salary for this position is between $85,000 and $130,000 USD.

Skills that matter here

• management experience in operations or a related production field: This role requires a minimum of 7 years of experience leading operational teams to ensure efficient service delivery.
• people management role: A minimum of 5 years in a people management capacity is necessary to build, mentor, and scale the team of verification specialists.
• leading projects or peers: At least 2 years of experience in project leadership is needed to guide initiatives and achieve common goals within the operations department.
• organizational, planning, and problem-solving skills: These skills are essential for prioritizing issues, developing solutions, and managing the customer feedback loop effectively.
• written and verbal communication skills: Strong communication is required to establish relationships with direct reports, peers, executives, and external clients, as well as to represent the team and its service.
• Strategic and Process-Oriented: This trait is crucial for identifying inefficiencies, improving workflows, and contributing to the organizational strategy.

Who this role suits

• You have a proven track record of building and scaling high-performing teams in an operational setting.
• You are adept at translating customer feedback into actionable solutions and driving process improvements.
• You thrive in a collaborative environment, working across departments to achieve strategic objectives.
• You possess a strong bias for action and take ownership of delivering meaningful outcomes, even amidst ambiguity.

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