Checkr is hiring a Director of Operations to lead Truework's entire operations organization, a team of approximately 80 people. You will be responsible for overseeing verification and customer support operations, driving operational excellence, efficiency, and quality at scale. This strategic and hands-on role requires partnering with Product, Engineering, Customer Success, and Sales, with occasional travel.
What You'll Do
- Define and execute the operational strategy for Truework's verification and support operations, aligning with company growth targets.
- Build and lead the operations organization of ~80 people, including onshore and offshore verification specialists and a support team.
- Own the operational P&L, including cost structure, efficiency metrics, and resource allocation.
- Manage BPO vendor relationships, including performance management, contract negotiations, and quality oversight for Philippines operations.
- Drive automation and AI initiatives to reduce manual effort, improve quality, and scale efficiently.
- Optimize end-to-end operations metrics including turnaround time, quality, customer satisfaction, and cost per verification.
- Partner with Product and Engineering teams to prioritize operational tooling, automation, and platform improvements.
- Scale capacity rapidly for major customer launches and seasonal volume fluctuations while maintaining quality.
- Implement performance management systems with clear metrics, coaching frameworks, and career development pathways.
What We're Looking For
- 10+ years of operations experience in high-volume, high-accuracy service delivery (e.g., BPO, verification services, financial services).
- 5+ years in leadership roles managing teams of 50+ people, including managing through team leads or managers.
- Deep BPO and offshore operations expertise, including vendor management and multi-site operations.
- Verification or financial services background—experience with employment verification, income verification, mortgage operations, or similar regulated operations.
Nice to Have
- Outbound calling operations experience with an understanding of contact center metrics, dialer technology, and B2B calling strategies.
- Proven track record scaling operations through high-growth phases (2-3x volume growth) while maintaining quality.
- Experience as a startup operations leader—comfortable with ambiguity, rapid change, and building processes from scratch.
- Strategic and execution-focused: thinks 2-3 years ahead while delivering flawlessly today.
- P&L and business acumen: understands unit economics, cost structure, and the financial impact of operational decisions.
- Technology forward: comfortable with automation, AI/GenAI tools, APIs, and operational systems; partners effectively with engineering.
- Data-driven decision making: leverages analytics, A/B testing, and metrics to identify problems and measure impact.
Team & Environment
You will lead a team of approximately 80 people, overseeing verification operations (both onshore and offshore) and customer support.
Benefits & Compensation
- Annual salary range: $151,000 - $189,000 USD
- Learning and development allowance
- Competitive compensation and opportunity for advancement
- 100% medical, dental and vision coverage
- Unlimited PTO policy
- Monthly wellness stipend
- In-office perks: lunch four times a week, a commuter stipend, snacks and beverages
- Relocation stipend may be available for those willing to relocate to a Checkr hub location
Work Mode
This is a hybrid position based in Nashville, Tennessee, United States.
Checkr is committed to building the best product and company, which requires hiring talented and qualified individuals with a diverse set of perspectives and lived experiences. Checkr believes in hiring people of all backgrounds.
