Operations Manager

Job Description

Job Description

My Next Career Path Staffing – With over 20 years’ experience in Technology Staffing, MNCP Staffing matches candidates to the culture of an organization as well as required skill sets.

Remote Candidate Requirement

This is a fully remote position. Remote applicants will only be considered if they have a minimum of 5 years of direct operations leadership experience within an employment background screening company

Position Summary

The Operations Manager is responsible for overseeing day-to-day screening operations, managing service delivery, developing and enforcing standard operating procedures, improving operational efficiency, supporting financial management, and leading a high-performing team. The successful candidate will be comfortable wearing multiple hats while maintaining strong attention to detail, accountability, urgency, and professionalism.

Essential Duties & Responsibilities

1. Recruit, hire, onboard, and develop a high-performing team of screening specialists, verifications staff, and operational support personnel.
2. Set clear performance expectations; conduct regular one-on-one meetings, coaching sessions, and performance reviews.
3. Manage daily workflow distribution and staffing levels to ensure consistent SLA and turnaround time compliance.
4. Build and execute training programs to upskill staff across FCRA compliance, quality standards, and platform proficiency.
5. Foster a team culture defined by accountability, urgency, professionalism, and continuous improvement.
6. Lead end-to-end onboarding for new clients, including package configuration, system setup, compliance review, and go-live support.
7. Partner with sales leadership to ensure seamless hand-offs from contract execution to active screening delivery.
8. Manage escalated client issues with urgency and professionalism; serve as the operational point of contact for service delivery concerns.
9. Conduct client business reviews to communicate performance, identify service gaps, and strengthen relationships.
10. Develop and maintain client-facing SOPs, onboarding guides, and service configuration documentation.
11. Maintain a thorough understanding of each client's unique screening program, industry regulations, and custom workflow requirements.
12. Manage relationships with court runners, criminal data providers, drug testing labs, occupational health networks, and third-party fulfillment partners.
13. Evaluate and hold vendors accountable for turnaround time, accuracy, geographic coverage, and cost; lead contract negotiations and renewals.
14. Identify, vet, and onboard new vendor and data source partners to expand service coverage or fill gaps.
15. Track court closures, data source changes, and repository disruptions; proactively communicate impacts to clients and leadership.
16. Implement corrective action plans for underperforming vendors and escalate critical issues to leadership.
17. Identify opportunities to leverage AI tools, RPA, and workflow automation to eliminate manual tasks, reduce errors, and increase throughput.
18. Design, document, implement, and continuously improve Standard Operating Procedures (SOPs) and workflow governance across all operational functions.
19. Lead structured process improvement initiatives to optimize service delivery, reduce turnaround time, and improve quality.
20. Collaborate with technology partners to drive platform enhancements, system integrations, and automation roadmap priorities.
21. Review and scale operational systems and tools to support continued business growth.
22. Establish, monitor, and report on KPIs including order volume, turnaround time, quality/error rates, and client satisfaction metrics.
23. Build and maintain operational dashboards that provide real-time visibility into team and business performance.
24. Collaborate with management on operational planning, budgeting, forecasting, staffing decisions, and growth initiatives.
25. Manage operational costs and identify opportunities to improve margin, reduce waste, and increase profitability.
26. Ensure all operational processes comply with the Fair Credit Reporting Act (FCRA), applicable state screening laws, EEOC guidelines, and ban-the-box regulations.
27. Manage adverse action workflows, dispute procedures, and candidate data privacy requirements in accordance with applicable federal and state law.
28. Support PBSA accreditation readiness and stay current on evolving federal, state, and local background screening regulations.
29. Conduct internal quality audits to identify compliance gaps and implement corrective measures proactively.

Requirements / Qualifications

1. Minimum 5 years of operations leadership experience within an employment background screening company.
2. Hands-on knowledge of criminal searches, employment and education verifications, drug testing coordination, and end-to-end screening workflows.
3. Working knowledge of FCRA compliance, adverse action processes, dispute handling, and background screening industry best practices.
4. Familiarity with PBSA (formerly NAPBS) standards and accreditation requirements.
5. Proven people leadership and performance management experience, including hiring, coaching, accountability, and team development.
6. Experience creating, documenting, and implementing SOPs, quality controls, and operational frameworks in a service-delivery environment.
7. Demonstrated ability to analyze workflows, identify inefficiencies, and implement lasting, scalable process improvements.
8. Track record of scaling operational teams and systems during periods of rapid business growth.
9. Project management experience with the ability to manage multiple competing priorities in a fast-paced environment.
10. Hands-on experience with AI tools, RPA platforms, or workflow automation to drive measurable efficiency gains.
11. Experience with CRM, ATS, case management systems, or screening platforms (e.g., Checkr, Sterling, HireRight, Accurate Background, or similar).
12. Strong analytical and data skills with the ability to build reports, interpret operational metrics, and translate insights into business decisions.
13. Proficiency with productivity and collaboration tools including Google Workspace, Microsoft 365, and project management platforms.
14. Experience managing operational budgets, forecasting, and business performance reporting.
15. Excellent written and verbal communication skills with the ability to present to clients and executive leadership.
16. Ability to operate effectively and independently in a fast-paced, remote environment.
17. Strong organizational skills with exceptional attention to detail and a bias toward urgency and follow-through.
18. PBSA certification or FCRA Basic/Advanced Certification.
19. Lean or Six Sigma Green Belt certification.
20. Experience leading structured continuous improvement projects.
21. Experience with drug testing collection networks, MRO services, and DOT-regulated testing programs.
22. Familiarity with occupational health screening services and third-party administrator (TPA) relationships.
23. Experience with Salesforce, HubSpot, Zendesk, or similar CRM/ticketing platforms
24. Experience partnering with Sales and Client Success teams to support growth and client retention.