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
- Recruit, hire, onboard, and develop a high-performing team of screening specialists, verifications staff, and operational support personnel.
- Set clear performance expectations; conduct regular one-on-one meetings, coaching sessions, and performance reviews.
- Manage daily workflow distribution and staffing levels to ensure consistent SLA and turnaround time compliance.
- Build and execute training programs to upskill staff across FCRA compliance, quality standards, and platform proficiency.
- Foster a team culture defined by accountability, urgency, professionalism, and continuous improvement.
- Lead end-to-end onboarding for new clients, including package configuration, system setup, compliance review, and go-live support.
- Partner with sales leadership to ensure seamless hand-offs from contract execution to active screening delivery.
- Manage escalated client issues with urgency and professionalism; serve as the operational point of contact for service delivery concerns.
- Conduct client business reviews to communicate performance, identify service gaps, and strengthen relationships.
- Develop and maintain client-facing SOPs, onboarding guides, and service configuration documentation.
- Maintain a thorough understanding of each client's unique screening program, industry regulations, and custom workflow requirements.
- Manage relationships with court runners, criminal data providers, drug testing labs, occupational health networks, and third-party fulfillment partners.
- Evaluate and hold vendors accountable for turnaround time, accuracy, geographic coverage, and cost; lead contract negotiations and renewals.
- Identify, vet, and onboard new vendor and data source partners to expand service coverage or fill gaps.
- Track court closures, data source changes, and repository disruptions; proactively communicate impacts to clients and leadership.
- Implement corrective action plans for underperforming vendors and escalate critical issues to leadership.
- Identify opportunities to leverage AI tools, RPA, and workflow automation to eliminate manual tasks, reduce errors, and increase throughput.
- Design, document, implement, and continuously improve Standard Operating Procedures (SOPs) and workflow governance across all operational functions.
- Lead structured process improvement initiatives to optimize service delivery, reduce turnaround time, and improve quality.
- Collaborate with technology partners to drive platform enhancements, system integrations, and automation roadmap priorities.
- Review and scale operational systems and tools to support continued business growth.
- Establish, monitor, and report on KPIs including order volume, turnaround time, quality/error rates, and client satisfaction metrics.
- Build and maintain operational dashboards that provide real-time visibility into team and business performance.
- Collaborate with management on operational planning, budgeting, forecasting, staffing decisions, and growth initiatives.
- Manage operational costs and identify opportunities to improve margin, reduce waste, and increase profitability.
- Ensure all operational processes comply with the Fair Credit Reporting Act (FCRA), applicable state screening laws, EEOC guidelines, and ban-the-box regulations.
- Manage adverse action workflows, dispute procedures, and candidate data privacy requirements in accordance with applicable federal and state law.
- Support PBSA accreditation readiness and stay current on evolving federal, state, and local background screening regulations.
- Conduct internal quality audits to identify compliance gaps and implement corrective measures proactively.
Requirements / Qualifications
- Minimum 5 years of operations leadership experience within an employment background screening company.
- Hands-on knowledge of criminal searches, employment and education verifications, drug testing coordination, and end-to-end screening workflows.
- Working knowledge of FCRA compliance, adverse action processes, dispute handling, and background screening industry best practices.
- Familiarity with PBSA (formerly NAPBS) standards and accreditation requirements.
- Proven people leadership and performance management experience, including hiring, coaching, accountability, and team development.
- Experience creating, documenting, and implementing SOPs, quality controls, and operational frameworks in a service-delivery environment.
- Demonstrated ability to analyze workflows, identify inefficiencies, and implement lasting, scalable process improvements.
- Track record of scaling operational teams and systems during periods of rapid business growth.
- Project management experience with the ability to manage multiple competing priorities in a fast-paced environment.
- Hands-on experience with AI tools, RPA platforms, or workflow automation to drive measurable efficiency gains.
- Experience with CRM, ATS, case management systems, or screening platforms (e.g., Checkr, Sterling, HireRight, Accurate Background, or similar).
- Strong analytical and data skills with the ability to build reports, interpret operational metrics, and translate insights into business decisions.
- Proficiency with productivity and collaboration tools including Google Workspace, Microsoft 365, and project management platforms.
- Experience managing operational budgets, forecasting, and business performance reporting.
- Excellent written and verbal communication skills with the ability to present to clients and executive leadership.
- Ability to operate effectively and independently in a fast-paced, remote environment.
- Strong organizational skills with exceptional attention to detail and a bias toward urgency and follow-through.
- PBSA certification or FCRA Basic/Advanced Certification.
- Lean or Six Sigma Green Belt certification.
- Experience leading structured continuous improvement projects.
- Experience with drug testing collection networks, MRO services, and DOT-regulated testing programs.
- Familiarity with occupational health screening services and third-party administrator (TPA) relationships.
- Experience with Salesforce, HubSpot, Zendesk, or similar CRM/ticketing platforms
- Experience partnering with Sales and Client Success teams to support growth and client retention.