Director of Operations

Checkr•Nashville, TN

9d•Hybrid

About The Position

As the Director of Operations, you will lead Truework's entire operations organization—the engine that powers our verification and customer experience. You'll oversee an ~80 person team across verification operations (onshore and offshore) and customer support, delivering world-class service while driving operational excellence, efficiency, and quality at scale. You'll operate as a startup operations leader within the larger Checkr organization, with significant autonomy to build and scale Truework's operations while leveraging Checkr's resources and infrastructure. You'll partner closely with Product, Engineering, Customer Success, and Sales to ensure operations is both a strategic partner and a reliable execution engine. This role requires both strategic vision and hands-on execution—you'll define the operational roadmap while also rolling up your sleeves to optimize processes, coach teams, and solve problems in real-time. This role will require periodic travel (<25%)

Requirements

10+ years operations experience in high-volume, high-accuracy service delivery (BPO, verification services, financial services, or similar)
5+ years in leadership roles managing teams of 50+ people including managing through team leads or managers
Required: Deep BPO and offshore operations expertise, including vendor management and multi-site operations
Required: Verification or financial services background—experience with employment verification, income verification, mortgage operations, or similar highly regulated operations
Outbound calling operations experience with 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 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 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

Responsibilities

Define and execute operational strategy for Truework's verification and support operations, aligning with company growth targets and customer commitments
Build and lead operations organization of ~80 people including 20 onshore verification specialists, 50 offshore verification specialists, and 8 person support team
Own operational P&L including cost structure, efficiency metrics, and resource allocation across onshore and offshore teams
Manage BPO vendor relationships including performance management, contract negotiations, expansion planning, and quality oversight for Philippines operations
Drive automation and AI initiatives to reduce manual effort, improve quality, and scale efficiently—from GenAI-powered tools to workflow optimization
Optimize end-to-end operations metrics including TAT, quality, CSAT, cost per verification, and operational efficiency
Partner with Product/Engineering to prioritize operational tooling, automation capabilities, and platform improvements
Scale capacity rapidly for major customer launches and seasonal volume fluctuations while maintaining quality and compliance
Implement performance management systems with clear metrics, coaching frameworks, and career development pathways