Operations Manager - Evaluations

Persona

5d•Onsite

About The Position

Persona is the configurable identity platform built for businesses in a digital-first world. Verifying individuals and organizations is harder — but more important — than ever, with AI enabling fraudsters to launch sophisticated accounts at scale and regulations evolving rapidly. We’ve built Persona to support practically every use case and industry — that’s why we’re able to serve a wide range of leading companies. For example, Reddit relies on Persona for age assurance and verification to comply with online safety regulations, protecting younger users while maintaining a seamless experience. Meanwhile, OpenAI relies on Persona to keep bad actors out, protecting one of the world’s most powerful AI platforms from large-scale abuse in a time when AI is reshaping the way we work and live. We’re growing rapidly and looking for exceptional people to join us! At Persona, accurate evaluations help protect people and businesses from fraud. The Evaluations team reviews images, IDs, and other signals that support identity decisions at massive scale. As an Operations Manager – Evaluations, you will manage and support a team of contract-based labelers who perform detailed evaluation and labeling work. You’ll focus on quality, consistency, and clear communication, while helping labelers navigate detailed guidelines and evolving priorities. You’ll also work closely with internal product teams to improve the tools labelers use, including sharing ideas and feedback to support ongoing improvements to the internal audit tool. This role is fully on-site in our San Francisco headquarters (tons of office perks, including delicious catered lunch 5 days a week!). You’ll have the opportunity to collaborate closely with cross-functional partners and support a growing team of labelers through in-person coaching, training, and problem-solving.

Requirements

Experience supporting or managing people in operational, review-based, or quality-focused roles
Comfort collaborating across teams and helping others navigate change
Clear written and verbal communication skills
Ability to bring structure to detailed and evolving work
A people-centered approach grounded in respect and clarity

Nice To Haves

Exposure to labeling or data annotation work, either directly or through managing others
Experience creating or supporting training, onboarding, or learning materials
Familiarity with fraud-related workflows or review processes
Experience working with identity verification, trust, or safety systems

Responsibilities

Manage and support a team of contract-based labelers
Provide clear guidance and context to support high-quality labeling and evaluation work
Support day-to-day execution for tasks such as image quality review, ID assessment, field extraction, and fraud detection
Review quality metrics, audit results, and turnaround times to understand trends and opportunities for improvement
Partner with Product, Engineering, and Operations teams to improve workflows and tools, including collaborating on ideas and feedback for the internal audit tool
Share insights from labelers and audits to help teams understand operational needs
Improve training, documentation, and workflows to help labelers work with confidence
Foster a respectful, inclusive team environment where questions and feedback are welcomed