Associate Manager, Operations

📋 Description

• Build and lead a new Nashville-based team of 5-6 support specialists, owning hiring ramp
• Coach reps in real time through call and ticket reviews, live shadowing, and structured 1:1s
• Own candidate experience quality and KPIs (SLA, quality scores, CSAT-style metrics), diagnosing
• Partner with the Customer Experience team to align on shared standards, escalation paths, and
• Partner with vendor management to define quality expectations for outsourced work and hold vendor
• Build repeatable onboarding, training, and coaching frameworks that let the Nashville hub scale

🎯 Requirements

• 4+ years leading customer support, contact center, or operations teams, with direct people
• A proven track record coaching frontline reps through structured 1:1 coaching or training programs
• Comfort owning KPIs and translating data into concrete coaching and process changes, not just
• Experience partnering cross-functionally with peer leaders and/or vendor/BPO partners to align
• A hands-on, on-the-floor coaching style, energized by being in the trenches with a growing team
• Nice to have: experience in background screening, fintech, healthcare, or another regulated

🎁 Benefits

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