Senior Manager, Candidate Experience

| Greater Denver Area | Hybrid
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Checkr’s mission is to build a fairer future by improving the understanding of the past. Since graduating Y-Combinator in 2014, Checkr’s product has shifted the on-demand economy and has continued to scale into serving enterprise companies across various industries. As a company that provides modern and compliant background checks for global enterprises and startups, Checkr knows first hand how difficult it may be for individuals with prior criminal history to find employment and we want to help provide fair chances for the formerly convicted. A career with Checkr provides the opportunity to make an impact on the professional lives of millions of people and we encourage all qualified individuals to apply for our roles.

Checkr is currently looking to hire a Senior Manager, Candidate Experience. The Candidate Experience Team delivers the cornerstone to Checkr’s success by ensuring that the candidates we work with have a positive, valuable experience through the background check process. We handle sensitive information with care, alleviate concerns in an appropriate and timely manner, and deliver a fantastic support experience. 

Responsibilities:

  • Oversee and manage a team of 15+ email/phone/chat Tier 1 & Tier 2 support specialists and managers, helping to drive the growth of the Denver office (HQ2) 
  • Oversee Candidate Experience support operations in Denver to meet SLAs and expected quality levels; Continually optimizes performance, process, and tools to deliver exceptional service for candidates
  • Recruit, mentor and develop both front line representatives and managers and nurture an environment where they can excel through performance feedback, 1:1s, and individual coaching
  • Analyze and interpret support data to identify opportunities for process and efficiency improvements
  • Become a product expert in all aspects of the Checkr platform and be able to handle escalated candidate contacts
  • Utilize insights to identify key areas of opportunity and work across teams to prioritize candidate experience enhancements
  • Work with outsource partners to share real-time intelligence and best practices
  • Collaborate with other Candidate Experience leaders to strategize and develop future team growth based on volume projections and business objectives

What you bring:

  • 5+ years of experience in support or customer facing leadership roles
  • Experience working in a call center preferred
  • Proven success leading & developing support agents at all levels
  • Expertise in contact center leadership, operations management, and staffing optimization
  • Expertise in defining and driving quantifiable metrics/KPIs, leveraging data to influence prioritization
  • Highly analytical, ability to define and measure tests to inform and launch new experiences
  • Excellent writing and interpersonal skills
  • Ability to provide impartial and specific coaching/feedback based on defined desired results
  • Self-awareness and a passion to innovate and improve the Candidate experience
  • A drive to lead by example and effectively manage multiple priorities
  • Knowledge and understanding of basic support metrics and proven history of improvement

What you get:

  • A fast-paced and collaborative environment
  • Learning and development allowance
  • Competitive compensation and opportunity for advancement
  • 100% medical, dental and vision coverage
  • Unlimited PTO policy
  • Gym membership, transportation reimbursements
  • Catered lunch, dinner, and snacks

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.

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