Senior Service Delivery Manager, Operations

About the Role

Truework, recently acquired by Checkr, provides access to crucial employment, income information, and asset information needed for mortgage loans, apartment rentals, background checks, and more. We are disrupting a $5B+ industry, dominated by legacy incumbents and outdated processes, with a better product and intense customer focus. Within Checkr, Truework operates independently, allowing rapid iteration while also being able to leverage the strengths and assets from our core business. Think of it like joining a startup within a startup!

Truework is hiring a Sr Manager, Operations to lead our Manual Verifications team – an essential function that sits at the core of our business. The Manual Verifications team delivers the cornerstone to Truework’s success by delivering high-quality service and ensuring each verification is handled with accuracy and care. The team operates at the intersection of product and platform execution, managing hundreds of thousands of verifications each month.

The Sr Manager will build and lead a team dedicated to servicing our core mortgage solution for the enterprise customer base This role will play a critical part in the company’s service offering, executing above industry standards in speed, accuracy, and customer experience. As a key member of the Operations department leadership team, this leader will contribute directly to defining and driving organizational strategy and achieving company-level goals.

What you’ll do:

• Build, mentor, and scale a team of verification specialists servicing the enterprise mortgage customer base
• Serve as a company and product expert, representing the team and its service externally to customers
• Proactively manage the customer feedback loop, efficiently fielding requests and needs, and rapidly translating them into impactful solutions
• Develop and implement robust frameworks and processes to consistently meet and exceed the high standards of Checkr’s customers
• Design and facilitate training programs on quality protocols, operational workflows, product offerings, and customer personas in collaboration with senior team members
• Identify and spearhead product and operational improvements in close collaboration with Product, Engineering, and Customer Success teams
• Partner with executive leadership on operational initiatives, stay current on product updates and customer needs, and ensure timely completion of cross-functional deliverables

What you bring:

• 7+ years or more of management experience in operations or a related production field.
• 5+ years of experience in a people management role (managers and individual contributors)
• 2+ years of experience in leading projects or peers to achieve common goals
• Proven experience building, scheduling, managing and scaling high-performing teams
• Outstanding organizational, planning, and problem-solving skills with the ability to prioritize multiple issues and produce solutions
• Excellent written and verbal communication skills; proven ability to establish relationships with direct reports, peers, executives and clients
• Strategic and Process-Oriented: Takes initiative to set priorities, drive results, and improve workflows by identifying inefficiencies.
• Mentorship and Data-Driven Problem Solving: Develops talent, upholds high performance standards, and uses data analysis to identify root causes and implement solutions.
• Collaborative and Communicative: Works cross-functionally, navigates multiple systems, and clearly conveys expectations, feedback, and updates.
• Organized and Adaptable: Balances priorities, meets deadlines, delivers quality work, and effectively responds to change.
• 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.