Operations Process Design Specialist

Checkr • Nashville, TN

2d • Hybrid

About The Position

The Operations Process Design Specialist assesses current operations and support processes, identifies breakdowns and inefficiencies, and helps design standardized improvements. The role translates customer experiences into actionable changes to support flows, maps current- and future-state processes, and creates clear documentation such as process maps, SOPs, runbooks, and playbooks. The specialist uses existing operational data to baseline performance and size problems before recommending changes, then measures whether implemented changes improve outcomes.

The role also supports intake for process improvement requests, facilitates sessions with subject matter experts to capture tribal knowledge, and collaborates with Quality & Training, Operations Insights, Program Management, and other teams to support adoption. It includes identifying opportunities for automation and AI-assisted workflows while determining where human review remains necessary, particularly in regulated workflows. The position reports to the Senior Manager, Operations Knowledge Systems & Process Design and involves periodic travel of less than 10% to Checkr offices in San Francisco, Denver, and Santiago.

Checkr expects employees to work from a hub office at least three days per week. The company describes its environment as fast-paced and collaborative, with hubs in Denver, San Francisco, Nashville, and Santiago.

Requirements

• At least 3 years of experience in process improvement, business process design, or operations analysis, ideally in a support or operations environment.
• Hands-on experience with process mapping methods, including process flow diagrams, swimlane diagrams, and RACI matrices.
• Experience assessing current-state processes using structured methods and identifying breakdowns.
• Experience turning unstructured or tribal knowledge into clear, standardized documentation such as SOPs, runbooks, and intake forms.
• Comfort working with support and knowledge systems such as Zendesk, Salesforce, Confluence, or similar tools.
• Familiarity with AI tools for process documentation, gap analysis, or workflow audits, and sound judgment about where human review is needed.
• Strong facilitation skills and experience running working sessions to gather requirements from cross-functional stakeholders.
• Excellent written communication skills and ability to create documentation for technical and non-technical audiences.
• Experience measuring process costs in time, volume, or rework before and after a change using existing dashboards and reports.
• Strong spreadsheet skills, including pivot tables and lookups; SQL is not required.
• Experience defining and tracking process-change success metrics and recognizing when a metric improves without resolving the underlying problem.
• Systems-thinking ability to examine processes end to end and identify where they break down or stop scaling.
• Ability to bring structure to ambiguity, document findings clearly, and use current tools, including AI, without sacrificing rigor.
• Strong bias for action, ownership, resilience through ambiguity, and ability to deliver meaningful outcomes.

Nice To Haves

• Experience improving support operations workflows in a high-volume, customer-facing environment.
• Lean Six Sigma, BPM certification, or equivalent formal process improvement training.

Responsibilities

• Assess existing operations and support processes using established methods to identify gaps, redundancies, and inefficiencies.
• Use operational data, including volume, handle time, and turnaround time, to establish current-performance baselines and size problems before recommending changes.
• Translate customer experiences into mapped, actionable improvements to support flows.
• Map current- and future-state processes using process flows, swimlane diagrams, and RACI.
• Support intake of new process improvement requests and clarify what operations teams should submit.
• Facilitate working sessions with subject matter experts to capture tribal knowledge and document repeatable processes.
• Partner with Quality & Training, Operations Insights, and Program Management to turn process maps into standardized SOPs, runbooks, and playbooks.
• Identify opportunities to use automation and AI-assisted workflows to reduce manual, repetitive work.
• Track process improvement initiatives from assessment through adoption and escalate risks and blockers as needed.
• Measure process changes against pre-change baselines, report results, and flag when a change has not addressed the underlying problem.
• Collaborate cross-functionally to support adoption of new or updated processes.

Benefits

• Learning and development allowance.
• Competitive cash and equity compensation, with opportunity for advancement.
• 100% medical, dental, and vision coverage.
• Up to $25,000 reimbursement for fertility, adoption, and parental planning services.
• Flexible PTO policy.
• Monthly wellness stipend.
• In-office lunch five times a week, commuter stipend, snacks, and beverages.
• Relocation stipend may be available for people willing to relocate to a Checkr hub.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed