Senior Operations Manager

As a Senior Operations Manager at Truework, you will play a key role in delivering our product to our customers on a daily basis. Our operations team sits between our customers and our technology, playing a critical role in delivering a best-in-class experience to verifiers, employees, and HR departments. 

In this role, you will drive operational improvements to increase the efficiency and quality of our product by enhancing both people-and technology-powered processes. You will also identify automation opportunities, and work with our product and engineering teams to improve our internal tools and processes even further. Specifically, this role will focus on managing a team of front-line specialists handling and triaging inbound request volume as well as building and owning a more systematic approach to managing quality across our entire operation. 

At Truework, this means you will:

• Own key operational and business metrics and improve them on a consistent basis
• Increase the efficiency of operational workflows by reducing complexity and/or working with product and engineering teams to automate various steps 
• Oversee management of offshore operations teams and improve day-to-day operations, outcomes, and relationships
• Drive the execution and operationalization of central projects and strategies
• Build alignment across Product, Customer experience, Sales and the Leadership/Executive teams

What we’re looking for: 

• A passion for building, tinkering with, and improving  upon complex operational systems
• An ability to operate both strategically and tactically on a daily basis
• The agility to couple data-driven decision making with strong intuition
• Strong analytical, data, and troubleshooting skills.
• Excellent written and oral communication skills.
• Intellectual curiosity that fosters a willingness to fail in pursuit of success
• A passion for scaling and growing a business at a rapid pace
• Creative problem solver. Able to identify real obstacles and viable solution
• An ability to thrive in a fast paced, collaborative, SaaS start-up environment
• Experience with designing, implementing, and improving effective and efficient work processes
• Potential experience managing offshored and/or outsourced teams
  

About your team at Truework and who you will work with: 

• Manager: Ben Bulitt (VP of Operations).
• Team:
• Melissa Maddux, Senior Operations Manager
• Charlene Hack, Learning & Development Manager
• Jordan Yeadon, Transcription Supervisor
  

What Projects/Initiatives you’ll be working on: 

• Decreasing cost per completion by simplifying workflows and increasing automations 
• Overseeing onshore team of 10+, and offshore team of 2 (and growing)
• Working with Sales, CX, and other teams to ensure priority customers are given excellent service
• Analyzing team performance to understand where our operation could improve the most 

If you have any questions before applying, please do not hesitate to reach out to Luci.