Senior Manager, Candidate Experience

About Checkr

Checkr’s mission is to build a fairer future by designing technology to create opportunities for all. We believe all candidates, regardless of who they are, should have a fair chance to work. Established in 2014 and valued at $5B, Checkr is using technology to bring hiring to the next level. Our People Trust Platform uses machine learning to help thousands of companies modernize their background check process and make hiring safer, more efficient, and more inclusive. Some of our customers include Uber, Instacart, Doordash, Netflix, Compass Group, and Adecco.

A career with Checkr is an opportunity to work with some of the best and brightest minds, disrupt an industry for a better future, and give otherwise overlooked candidates access to employment. Checkr has been recognized in Forbes Best Startup Employers and is a top Y Combinator company by valuation.

About The Team/role

As the Senior Manager, Candidate Experience, you will help define and execute on the vision and strategy for Checkr’s candidate/customer experience, through assessment and coaching our frontline Managers.. With your leaders, you will own the day-to-day management of a team of Candidate Experience Representatives and the supporting processes to ensure the team is providing a delightful and compliant experience for our candidates. Successful candidates must have the ability to collaborate across Support functions, including Product Operations, Quality and Training, Analytics and Workforce Management, in order to build a robust system that enables a high level of support for our internal and external customers.

Our ideal candidate has experience in driving a customer-centric organization, with strong analytical and communication skills to influence data-driven business decisions, attention to detail, an ability to manage cross functional and high visibility projects and initiatives. They should have a deep understanding of Checkr’s customers and what they need to be successful. Ability to interact with all levels of senior management (including VP, SVP and C-suite) is a must.

What You’ll Do

• Partner with Operations teams to deliver operational results and KPIs, identifying issues and emerging trends, and providing insights to improve support
• Manage team performance, including KPIs and SLAs to ensure consistency in meeting or exceeding goals
• Collaborate with cross functional stakeholders to define and implement a scalable support model and strategy, including launch of new support channels, deflection opportunities, and specialized support models
• Work closely with Customer Success organization to understand support contact drivers and longer term revenue strategies
• Ability to build and manage all aspects of Checkr’s rapidly scaling Customer Support teams across multiple locations, including a remote workforce
• Own the overall quality of Checkr customer/candidate service through real-time feedback, performance management, ongoing quality and training management, enablement programming, and escalation management programs
• Deliver monthly & quarterly analyses and reporting of the business' operational results and KPIs, including variances to plan, ensuring key issues, risks, and business drivers are understood and highlighted
• Define and implement process improvements to enable your team to manage daily “run the business” activities, including escalations, efficiency performance, and risk mitigation

What You Bring

• Have grown or managed Support teams of 100+ reps in a multi-channel and multi-tier environment, with direct experience building the infrastructure, systems, and teams
• Ability to travel domestically and/or internationally as needed
• Creative, analytical and results-driven orientation, demonstrated through the ability to draw conclusions, themes, and trends from data analysis, make recommendations on findings and communicate results effectively
• Proven track record of working with cross functional stakeholders to deliver shared priorities, including product operations, shared services, product, engineering, and data science teams to improve the customer experience with new technologies (AI, ML, NLP, etc.)
• Experience managing outsourced, global, and distributed remote support teams
• Ability to build and scale foundational support processes, as well as deep familiarity with operationalizing support systems for agent and experience improvement (software, tools, content/training, quality assurance)
• Measurable track record of driving customer experience impact and outcomes through scalable operational support rigor and excellence
• 5+ years of directly managing a high growth Customer Support organization
• 7+ years of leadership experience in an organization with a strong brand of outstanding customer service.

What You’ll Get

• 100% medical, dental, and vision coverage
• Competitive compensation and opportunity for advancement
• Flexible PTO policy
• A fast-paced and collaborative environment
• Monthly wellness stipend, home office stipend
• Learning and development allowance
• Up to $25K reimbursement for fertility, adoption, and parental planning services

One of Checkr’s core values is Transparency. To live by that value, we’ve made the decision to disclose salary ranges in all of our job postings. We use geographic cost of labor as an input to develop ranges for our roles and as such, each location where we hire may have a different range. If this role is remote, we have listed the top to the bottom of the possible range, but we will specify the target range for an exact location when you are selected for a recruiting discussion. For more information on our compensation philosophy, see our website.

The salary range for this role is $91,000 to $210,000.

Equal Employment Opportunities at Checkr

Checkr is committed to hiring talented and qualified individuals with diverse backgrounds for all of its tech, non-tech, and leadership roles. Checkr believes that the gathering and celebration of unique backgrounds, qualities, and cultures enriches the workplace.

Checkr also welcomes the opportunity to consider qualified applicants with prior arrest or conviction records. Checkr’s commitment to diversity extends to hiring talented individuals in spite of a prior criminal history in accordance with local, state, and/or federal laws, including the San Francisco’s Fair Chance Ordinance.