Director, Shared Services

About the team/role
As the Director of Shared Services, you will be instrumental in shaping the vision and strategy for Checkr's Operations team. You will be responsible for managing teams focused Training & Enablement, Quality Assurance, Frontline Readiness and Workforce Management which help enable exceptional support for our Customers and Candidates. You will build robust,scalable processes for our frontline business operations, enable launch readiness, and deliver quality expectations through closed loop quality assessments and system improvements.

The ideal candidate has experience in cultivating a customer-focused organization and possesses strong analytical and communication skills to facilitate data-driven business decisions. They should understand Checkr's customers' needs and know how to succeed. Interactions with senior management, including VPs, SVPs, and C-suite, are a routine part of this role.

What you'll do

• Oversee team performance, including KPIs and SLAs, to ensure consistency in meeting or surpassing our goals
• Establish innovative strategies and align with executives, and deliver on elements such as support systems infrastructure, including workforce management, support quality and analytics, launch readiness, automation technologies, and training strategies
• Define and implement process enhancements to allow your team to manage daily operations, including escalations, efficiency performance, and workflow design
• Lead efforts with product, engineering, compliance, and front line support partners to streamline support and improve the customer experience at scale
• Maintain the overall quality of Checkr customer service through live feedback, performance, ongoing quality, training management, initiation programming, and escalation management programs
• Develop proactive support models to address customer needs 
• Manage all business operation aspects of Checkr's rapidly scaling Customer Support teams across multiple geographical and remote locations

What you bring

• 8+ years of leadership experience in an organization with a strong customer service brand
• 6+ years of experience directly managing a growing operations organization; including direct management of the functions of training, analytics, and QA
• Experience in managing support teams of 100+ in a multi-channel and multi-tier environment, with firsthand experience building the infrastructure, systems, and teams
• Proven track record of driving customer experience impact and results through scalable operational support rigor and excellence
• Experience with the implementation of support operations, including software, tools, content/training, quality assurance. Extensive change management experience in implementing large scale changes across a distributed operations organization.
• Strong understanding of outsourced, global, and distributed remote support teams
• Proven ability to collaborate with cross-functional stakeholders, including product operations, service design, product, engineering, and data science teams in a bid to enhance the customer experience
• Creative, analytical and results-driven, demonstrated through the ability to draw conclusions, themes, and trends from data analysis, make recommendations on findings and communicate results effectively
• Willingness to travel domestically and/or internationally if required

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 Checkr’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 $104,000 to $204,000.

Equal Employment Opportunities at Checkr

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

Checkr also welcomes the opportunity to consider qualified applicants with prior arrest or conviction records. Checkr’s commitment to diversity extends to hiring talented individuals in spite of a prior criminal history in accordance with local, state, and/or federal laws, including the San Francisco’s Fair Chance Ordinance.