Director, Support Operations

As the Director, Support Operations, you will lead a diverse team supporting both our Customer and Candidate Support organizations. You will be a strategic, passionate, and driven leader overseeing our Audit, Training, Workforce Management and Content Development teams. You will be responsible for helping our support teams be more productive, work more effectively, and deliver better service to our customers. This role requires close collaboration with our Support, Compliance Operations, Finance and Legal teams. Our ideal candidate is a contact center visionary, has strong leadership experience, and can define and build world-class teams. You will be a member of the senior leadership group within Operations and as a leader you will also be a champion of Checkr’s fair chance goals.

Responsibilities:

• Build and lead a growing team with four distinct functions: Audit, Training, Workforce Management and Content Development 
• Lead the team that owns onboarding and upskill training solutions for Support team members
• Lead the team that manages Support team schedules to ensure we meet customer demand and any service level agreements
• Lead the team that owns the forecasting models for our Support teams and track the actual performance against model predictions
• Lead the team that develops and maintains standard operating procedures for Support team workflows
• Analyze Support workflows and make suggestions to improve efficiency and effectiveness
• Own collecting and analyzing support team performance and delivery data, taking action regarding responses, and reporting to the organization leaders
• Identify and act to remove obstacles to delivering consistently high levels of service
• Identify and source tools that improve the speed and performance of our support teams 
• Assist with the design and rollout of new support channels and service offerings
• Work closely with our Product & Quality Operations team to give input into product changes related to Support operations 
• Working closely with senior management to help customer service deliver on their components of overall company goals and objectives

What you bring:

• 6-10 years of senior level management experience in an organization with a strong brand of outstanding customer service. 5+ years of directly managing a frontline support organization, preferably in B2B 
• Experience scaling multiple teams of support employees in a multi-channel environment
• Ability to build and scale foundational support processes, as well as deep familiarity with setting up support operations (software, tools, content/training, quality assurance) 
• Onshore/offshore call center, risk operations and quality assurance leadership experience
• Proven track record of business process improvement, including, but not limited to, tiered support structures, SLA-definition, and new support channels
• Creative, analytical and results-driven orientation, demonstrated through the ability to draw conclusions, themes, and trends from data analysis, make recommendations on findings and communicate results effectively
• Excellent written, verbal, and visual communication skills
• Expertise using CRM software, Zendesk a plus 
• Expertise in IVR software, Talkdesk a plus 
• Ability to provide impartial and specific coaching/feedback based on defined desired results
• A drive to lead by example and effectively manage multiple priorities
• Ability to travel domestically several times per year 

What you 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

The base salary for this position will vary based on geography and other factors.  In accordance with Colorado law, the base salary for this role if filled within Colorado is $154,615 - $181,900

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.

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