Senior Manager, Operations Systems & Process Design

Position: Senior Manager, Operations Knowledge Systems & Process Design
Location: Berry Hill

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.

What You Own Knowledge Systems & Architecture

• Design and evolve the knowledge infrastructure that powers compliance operations, customer support, and external help center content
• Write and oversee the creation of content that works—clear, actionable knowledge that scales across channels and use cases
• Develop and maintain structured taxonomies and leverage AI-powered approaches for organizing and surfacing unstructured content
• Create systems that enable both human agents and AI systems to leverage knowledge effectively
• Establish frameworks for knowledge quality, governance, and lifecycle management that scale with business growth

Business Process Engineering

• Map, document, and optimize cross-functional processes across compliance, support, and supply chain operations
• Design processes that balance efficiency, quality, and customer experience outcomes
• Build process frameworks that support continuous improvement and rapid iteration
• Partner with Tools & Systems, WFM, and Analytics teams to ensure processes are supported by appropriate technology and capacity

Data-Driven Improvement & Analytics

• Harness conversation analytics and AI to surface patterns, gaps, and opportunities in knowledge and process performance
• Use operational data and performance metrics to identify knowledge and process gaps and translate insights into action
• Design measurement frameworks to assess knowledge effectiveness and process performance
• Conduct root cause analysis to understand where knowledge or process breakdowns impact outcomes
• Build feedback loops that enable continuous learning and iteration

Strategic Roadmap & Cross-Functional Partnership

• Define the long-term vision for knowledge systems and process design that enables operational scale
• Support the design and rollout of AI agents and automation by ensuring they have access to high-quality, structured knowledge
• Leverage AI tools to create operational leverage—accelerating content creation, process documentation, and knowledge scaling during periods of change
• Partner with cross-functional teams on initiatives that require process redesign or knowledge transformation
• Translate business requirements into knowledge and process solutions that scale across multiple operational functions

Team Leadership & Development

• Build and manage a high-performing team focused on knowledge systems and business process design
• Develop team capabilities in process mapping, knowledge engineering, and data analysis
• Foster a culture of experimentation, measurement, and continuous improvement
• Partner effectively with stakeholders across operations, product, and technology

What You Bring Required Experience

• 7+ years of experience in operations, process improvement, knowledge management, or related fields
• 3+ years leading teams or complex cross-functional initiatives
• Demonstrated expertise in business process design, mapping, and optimization (Lean, Six Sigma, or similar methodologies)
• Strong systems thinking—ability to see how knowledge, process, technology, and people interconnect
• Proven ability to write clear, effective operational content that scales across audiences and channels
• Data fluency: comfortable using metrics and analytics to drive decisions and measure impact
• Experience building scalable solutions that work across multiple teams or functions
• Excellent stakeholder management skills with ability to influence without authority
• Clear, compelling communication—can translate complex systems into understandable frameworks

Preferred Experience

• Experience designing knowledge systems for customer support, compliance, or complex operational environments
• Familiarity…