Operations Manager

ID.me · Tampa Bay, FL

Company

ID.me

Location

Tampa Bay, FL

Type

Full Time

Job Description

Company Overview

ID.me simplifies how people securely prove and share their identity online. The company empowers people to control their data through a portable and trusted login, which means they don’t need to create a new password when visiting sites that have the ID.me button.

The COVID-19 pandemic accelerated digital migration for many critical services. Those services require a trusted identity to safeguard against fraud and help ensure people are who they claim to be. With ID.me, login and identity credentials move with people, which can reduce the time and frustration of having to verify at multiple sites and set up multiple passwords.

ID.me is a credential service provider compliant with federal standards for digital identity verification. 

In addition to helping people control their credentials and data, the company’s “No Identity Left Behind” initiative strives to expand access and inclusion for all people. The company offers multiple pathways to verification – online self-serve, live video chat agents, and in person. ID.me is passionate about building a robust identity network that does not compromise access for traditionally underserved groups.

Operations Manager


Operations Manager for ID.me will be responsible for directly managing a team of 5-10 Leaders (directly) and over 50-100 reps (indirectly), focusing on performance and efficiency in our customer support efforts. 

Responsibilities
  • Determines call center operational strategies by evaluating team results and objectives
  • Deliver regular feedback and directly manage the performance of  5-10 Team Leads
  • Monitor team performance and provide tools if necessary
  • Prepares performance reports by collecting and analyzing data
  • Assist in the development and growth of  high-performing representatives, identifying top performers for promotion
  • Manage expectations with underperforming representatives, determine mitigation strategy for underperforming trainees
  • Manage the Team Leads, working closely with them to execute needs across day-to-day technical coverage and representative development
  • Handle escalations and dive into urgent support issues where needed
  • Manage site operations including communication with cleaning staff and security as needed
  • Helps agents with challenging customer service issues
  • Other duties/projects as assigned
Qualifications
  • Must be willing to work any shift in the hours of operations, starting with 4p-12a 3 days a week, and 5:30p-2a 2 days a week with the ability to flex to day shift as needed
  • Must have 3-5 years of leadership experience
  • 2-3 years experience managing a team of operational or customer support staff (experience may be supplemented with education)
  • 3+ years customer focus and customer service skills
  • Demonstrated ability to monitor and evaluate quality and performance management
  • Ability to remain calm and in control of a situation
  • Excellent written and verbal communication skills

Preferred

Experience with Tableau Reporting, Google suite and/or Metabase


ID.me maintains a work environment free from discrimination, where employees are treated with dignity and respect. All ID.me employees share in the responsibility for fulfilling our commitment to equal employment opportunity. ID.me does not discriminate against any employee or applicant on the basis of age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. ID.me adheres to these principles in all aspects of employment, including recruitment, hiring, training, compensation, promotion, benefits, social and recreational programs, and discipline. In addition, ID.me's policy is to provide reasonable accommodation to qualified employees who have protected disabilities to the extent required by applicable laws, regulations and ordinances where a particular employee works. Upon request we will provide you with more information about such accommodations.

Please review our Privacy Policy, including our CCPA policy, at id.me/privacy. If you provide ID.me with any personally identifiable information you confirm that you have read and agree to be bound by the terms and conditions set out in our Privacy Policy.

ID.me participates in E-Verify.

Apply Now

Date Posted

10/17/2023

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