Associate Manager, Operations

About the team/role

Reporting to Checkr's Senior Manager of Operations, the Associate Manager will build and lead a brand new, Nashville-based support team dedicated to delivering an exceptional candidate experience. This is a hands-on leadership role: you'll onboard, coach, and grow a team of 5-6 new hires from day one, owning their performance, quality, and development as they ramp across email, chat, and voice. You'll partner closely with Checkr's Customer Experience leadership and vendor management teams to align standards across the org, playing a foundational role as Checkr scales its Nashville hub.

What you’ll do

• Build and lead a new Nashville-based team of 5-6 support specialists, owning hiring ramp, onboarding, and day-to-day performance from the ground up
• Coach reps in real time through call and ticket reviews, live shadowing, and structured 1:1s, turning good performance into great candidate experiences
• Own candidate experience quality and KPIs (SLA, quality scores, CSAT-style metrics), diagnosing gaps and building corrective action plans when performance slips
• Partner with the Customer Experience team to align on shared standards, escalation paths, and workflows as both teams scale together
• Partner with vendor management to define quality expectations for outsourced work and hold vendor performance to the same bar as your in-house team
• Build repeatable onboarding, training, and coaching frameworks that let the Nashville hub scale cleanly as headcount grows beyond this first class

What you bring

• 4+ years leading customer support, contact center, or operations teams, with direct people management experience
• A proven track record coaching frontline reps through structured 1:1 coaching or training programs, with real, measurable improvement to show for it
• Comfort owning KPIs and translating data into concrete coaching and process changes, not just reporting on the numbers
• Experience partnering cross-functionally with peer leaders and/or vendor/BPO partners to align quality standards across teams
• A hands-on, on-the-floor coaching style, energized by being in the trenches with a growing team rather than managing from a distance
• Nice to have: experience in background screening, fintech, healthcare, or another regulated, compliance-heavy service industry
• An A-player mindset with a strong bias for action: you raise the bar, move with urgency, stay resilient through ambiguity, and take ownership to deliver meaningful outcomes.