Director of Operations

About Checkr

Checkr is building the data platform to power safe and fair decisions. Established in 2014, Checkr’s innovative technology and robust data platform help customers assess risk and ensure safety and compliance to build trusted workplaces and communities. Checkr has over 100,000 customers including Door Dash, Coinbase, Lyft, Instacart, and Airtable.

We’re a team that thrives on solving complex problems with innovative solutions that advance our mission. Checkr is recognized on Forbes Cloud 100 2025 List and is a Y Combinator 2024 Breakthrough Company.

Truework, recently acquired by Checkr, provides access to crucial employment, income, 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 We are disrupting a $5B+ industry, dominated by legacy incumbents and outdated processes, with a better product and intense customer focus.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!

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.

• 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

• 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…