Associate Manager, Operations

Checkr•Nashville, TN

2d•Onsite

About The Position

Truework, recently acquired by Checkr, provides access to crucial employment, income information and asset information needed for mortgage loans, apartment rentals, background checks, and more. We are disrupting a $5B+ industry, dominated by legacy incumbents and outdated processes, with a better product and intense customer focus. Within Checkr, Truework operates independently, allowing rapid iteration while also being able to leverage the strengths and assets from our core business. Think of it like joining a startup within a startup! Truework is hiring an Associate Manager, Operations to lead our Manual Verifications team – an essential function that sits at the core of our business. The Manual Verifications team delivers the cornerstone to Truework’s success by delivering high-quality service and ensuring each verification is handled with accuracy and care. The team operates at the intersection of product and platform execution, managing hundreds of thousands of verifications each month. The Associate Manager will lead a team of revenue-generating specialists, driving execution on team goals, and maintaining high standards of operational excellence. The ideal candidate brings a strong understanding of KPI management, quality assurance, and team coaching, with a proactive approach to problem-solving and continuous improvement.

Requirements

2+ years or more of leadership experience in call center management, operations, team management, or a related field
3+ years of experience in a customer-facing role
2+ years of experience in leading projects or peers to achieve common goals
Outstanding organizational, planning, and problem-solving skills with the ability to prioritize multiple issues and produce solutions
Excellent written and verbal communication skills; proven ability to establish relationships with direct reports, peers, executives and clients
Strategic and Process-Oriented: Takes initiative to set priorities, drive results, and improve workflows by identifying inefficiencies.
Mentorship and Data-Driven Problem Solving: Develops talent, upholds high performance standards, and uses data analysis to identify root causes and implement solutions.
Collaborative and Communicative: Works cross-functionally, navigates multiple systems, and clearly conveys expectations, feedback, and updates.
Organized and Adaptable: Balances priorities, meets deadlines, delivers quality work, and effectively responds to change.
An A-player mindset with a strong bias for action: you raise the bar, move with urgency, stay resilient through ambiguity, and take ownership to deliver meaningful outcomes.

Responsibilities

Lead a team of verification specialists through performance management, coaching, mentorship, and professional development while overseeing attendance, schedules, and disciplinary actions
Track individual and team metrics, prepare weekly reports, maintain comprehensive documentation, and escalate critical issues to leadership
Analyze quality failures, conduct regular audits, and ensure team deliverables meet company standards and SLAs
Identify performance trends, develop corrective action plans, and implement solutions to address gaps and inefficiencies
Design and facilitate training programs on quality protocols, operational workflows, product offerings, and customer personas in collaboration with senior team members
Partner with leadership on operational initiatives, stay current on product updates and customer needs, and ensure timely completion of cross-functional deliverables