Associate Manager, Customer Operations

Checkr is currently looking to hire an Associate Manager in Customer Operations for Tessera Data. The Customer Operations Team delivers the cornerstone to Tessera’s success by ensuring that the customers we work with have a positive, valuable experience. We handle sensitive cases with compassion, urgency, and have a strong understanding of the importance of compliance when resolving customer issues. 

The Associate Manager will lead a team of specialists that apply policies and procedures to resolve a variety of customer issues exercising high-level judgment and critical thinking. They cultivate the happiness of their teams while guiding them through feedback, mentoring, and advocacy within the organization. This means helping to set individual goals, and using metrics to efficiently measure and guide performance in pursuit of those goals.

Responsibilities: 

• Provide day to day leadership and support for a team of contact support specialists
• Take ownership of escalated issues and follow problems through to resolution
• May assist in working and resolving tier 2, or complex client issues
• Work with Operations leadership team to proactively manage workflows and department projects to meet SLAs and challenging goals
• Ability to make data driven decisions; aptitude for basic data analysis
• Develop each member of your team and nurture an environment where they can excel through performance feedback, 1:1s, and individual coaching
• Identify and own special projects that directly contribute to the growth and evolution of the candidate experience
• Adapt and implement process change, policies and improvements in a fast-paced environment of expansion
• Experience leading a remote workforce is preferred

What you bring

• 3+ years of experience in people management
• 4+ 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
• Self-awareness and a passion to innovate and improve the candidate experience
• Curiosity and a spirit of adventure - we’re building a team for long term success

What you’ll get

• A fast-paced and collaborative environment
• Learning and development allowance
• Competitive 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, home office stipend

One of Tessera Data’s core values is Transparency. To live by that value, we’ve made the decision to disclose salary ranges in all of our job postings. We use geographic cost of labor as an input to develop ranges for our roles and as such, each location where we hire may have a different range. If this role is remote, we have listed the top to the bottom of the possible range, but we will specify the target range for an exact location when you are selected for a recruiting discussion. For more information on our compensation philosophy, see our website.

The base salary range for this role is $63,440 to $122,000.

Equal Employment Opportunities at Tessera Data

Tessera Data is committed to hiring talented and qualified individuals with diverse backgrounds for all of its tech, non-tech, and leadership roles. Tessera Data believes that the gathering and celebration of unique backgrounds, qualities, and cultures enriches the workplace.  

#LI-Remote