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Salary: USD 64,000 - 80,000 / annual
Checkr is a data platform powering safe and fair decisions, trusted by over 140,000 companies including Uber, Airbnb, DoorDash, and Anthropic. The company is recognized on the Forbes Cloud 100 2025 list and is a Y Combinator 2024 Breakthrough Company.
As Operations Process Design Specialist, you will assess how Checkr's operations processes work today and identify where they break down or fall short. Using established process mapping methods, you'll design improvements that replace inefficient workflows. You'll translate customer experiences into concrete, standardized improvements to support flows, with support from your manager and senior team members on larger or more ambiguous decisions.
You are a systems thinker who can examine a process end-to-end and pinpoint where it breaks down or stops scaling. You bring structure to ambiguity, designing something fundamentally better rather than just a cleaner version of the same process. You document findings clearly through process maps, SOPs, or runbooks, and leverage current tools including AI to accelerate discovery and documentation without sacrificing rigor.
Key responsibilities include:
- Assess existing operations and support processes using established methodologies to identify gaps, redundancies, and inefficiencies; baseline current performance using operational data (volume, handle time, TAT)
- Translate customer experiences into mapped, actionable improvements to support flows
- Map current-state and future-state processes using standard methodologies (process flows, swimlane diagrams, RACI) with understanding of FCRA-regulated workflows
- Support the team's intake process for new process improvement requests
- Facilitate working sessions with subject matter experts to capture tribal knowledge and convert it into documented, repeatable processes
- Partner with Quality & Training, Operations Insights, and Program Management teams to translate process maps into standardized SOPs, runbooks, and playbooks
- Identify opportunities to apply automation and AI-assisted workflows to reduce manual, repetitive steps
- Track process improvement initiatives from assessment through adoption, escalating risks and blockers
- Measure process changes against pre-change baselines and report whether changes moved the metric
- Collaborate cross-functionally to support adoption of new or updated processes
The role reports to the Senior Manager, Operations Knowledge Systems & Process Design and requires periodic travel (<10%) to connect with teams across Checkr's San Francisco, Denver, and Santiago offices. You'll work from the office 3+ days per week from the Nashville hub location.
REQUIREMENTS:
- 3+ years of experience in process improvement, business process design, or operations analysis, ideally within a support or operations environment
- Hands-on experience with process mapping methodologies (process flow diagrams, swimlane diagrams, RACI matrices)
- Experience assessing current-state processes using structured methodologies and identifying where they break down
- Experience translating unstructured or tribal knowledge into clear, standardized documentation (SOPs, runbooks, intake forms)
- Comfort working within support and knowledge systems (e.g., Zendesk, Salesforce, Confluence, or similar)
- Familiarity using AI tools to accelerate process documentation, gap analysis, or workflow audits, with judgment about where human review still matters
- Strong facilitation skills with experience running working sessions to gather requirements from cross-functional stakeholders
- Excellent written communication skills; able to produce process documentation clear to both technical and non-technical audiences
- Experience quantifying a process's cost in time, volume, or rework before and after a change using data from existing dashboards and reports; strong in spreadsheets including pivot tables and lookups (SQL not required)
- Experience defining and tracking success metrics for process changes, and knowing when a metric improved but the underlying problem didn't
- Preferred: experience improving support operations workflows in a high-volume, customer-facing environment
- Preferred: Lean Six Sigma, BPM certification, or equivalent formal process improvement training
- A-player mindset with strong bias for action: raise the bar, move with urgency, stay resilient through ambiguity, take ownership to deliver meaningful outcomes
