Senior Director of Operations

Job Description – Senior Director of Operations

Summary

The supervisor serves as a technical expert and advisor to the staff in all aspects of employment screening. Extensive FCRA knowledge is required. Serves as senior advisor and backup to management to mitigate a variety of issues. The position plans, directs, analyzes and implements internal and external procedural, technical, fiscal, managerial administrative aspects, and operational-related policies, concepts, procedures, goals, objectives, strategies, initiatives, and efforts in the management and operations of the Office. This is a full-time, hands-on exempt position reporting to the President.

Key Responsibilities

Responsibilities:

• Provide direct supervision to professional and support individual contributors, conveying clear expectations delegating assignments to the appropriate level.

• Support team best practices to ensure timely and accurate customer issue resolutions, program compliance and optimal customer support execution, monitoring responsiveness to customer inquiries and researching issues, delegating and/or escalating as appropriate.

• Manage escalated program, system/vendor inquires or issues to resolution in a timely and professional manner.

• Perform analysis of customer service specific situations that requires an in-depth knowledge of field organizational objectives, governmental regulations and company policies.

• Identify and anticipate customer requirements, expectations, and needs. Seek and respond to customer feedback. Proactively reaching out to address and solve issues before they develop into critical matters. Escalate issues as needed to vendor and internal management teams.

• Transformational leader to grow and optimize Quality Assurance in a fast-moving environment.

• Perform additional program support activities as presented by management, which could include focus groups, collaboration meetings etc.

• Coach and develop, observe and evaluate team members’ performance

• Proven experience presenting to executive level management preferred.

• Proficient in MS Office suite (outlook, excel and word)

• Demonstrate strong professional etiquette, organizational skills and attention to detail

Experience

• Minimum seven years’ hands-on experience in background screening prodedures and FCRA regulations are required
• Minimum Four + years’ experience supervisory position or equivalent demonstrated work experience
• Bachelor’s degree or equivalent experience
• Experience managing third party vendor relationships preferred

Qualifications

• Exceptional written and verbal communications skills are required to develop and manage these processes and ability to work in an environment that is ever changing
• Ability to manage multiple tasks and demonstrate creativity, flexibility and proactive approach to work; effectively collaborate with a variety of people and job functions.
• Ability to contribute to the development of plans and strategies for growth.

Job Type: Full-time

Experience:

• FCRA Compliance: 7 years (Required)
• supervisory: 4 years (Required)

Education:

• Bachelor’s (Preferred)

Additional Compensation:

• Bonuses

Work Location:

• One location

Benefits:

• Health insurance
• Dental insurance
• Vision insurance
• Retirement plan
• Paid time off

This Company Describes Its Culture as:

• Detail-oriented — quality and precision-focused
• Innovative — innovative and risk-taking
• Team-oriented — cooperative and collaborative