Why This Job is Featured on The SaaS Jobs
Truework sits in a common SaaS pattern: a product-led business tackling a workflow-heavy, regulated domain and pairing software with a sizable service operation. Now operating under Checkr while remaining independent, the role reflects a “platform + operations” model where customer experience is shaped as much by execution quality as by product features. For SaaS leaders, this is a useful lens on how modern SaaS companies deliver outcomes when automation and human-in-the-loop processes coexist.
The long-term career value here is exposure to operating a scaled service engine with SaaS-style rigor: unit economics, measurable SLAs, and tight feedback loops with Product and Engineering. The remit spans vendor management, offshore delivery, and operational tooling—experience that translates across SaaS businesses that rely on BPOs, support organizations, or verification-style workflows. The emphasis on automation and AI initiatives also signals hands-on work at the intersection of process design and applied technology.
This role best suits an operations leader who prefers owning end-to-end outcomes and is comfortable switching between strategy and day-to-day problem solving. It aligns with professionals who enjoy building operating systems, managing through layers of leaders, and partnering cross-functionally to turn operational constraints into product and tooling priorities within a SaaS environment.
The section above is editorial commentary from The SaaS Jobs, provided to help SaaS professionals understand the role in a broader industry context.
Job Description
About Truework
Truework, recently acquired by Checkr, provides access to crucial employment, income, 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 We are disrupting a $5B+ industry, dominated by legacy incumbents and outdated processes, with a better product and intense customer focus.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!
About the Role
As the Director of Operations, you will lead Truework's entire operations organization—the engine that powers our verification and customer experience. You'll oversee an ~80 person team across verification operations (onshore and offshore) and customer support, delivering world-class service while driving operational excellence, efficiency, and quality at scale.
You'll operate as a startup operations leader within the larger Checkr organization, with significant autonomy to build and scale Truework's operations while leveraging Checkr's resources and infrastructure. You'll partner closely with Product, Engineering, Customer Success, and Sales to ensure operations is both a strategic partner and a reliable execution engine. This role requires both strategic vision and hands-on execution—you'll define the operational roadmap while also rolling up your sleeves to optimize processes, coach teams, and solve problems in real-time. This role will require periodic travel (<25%)
Responsibilities
- Define and execute operational strategy for Truework's verification and support operations, aligning with company growth targets and customer commitments
- Build and lead operations organization of ~80 people including 20 onshore verification specialists, 50 offshore verification specialists, and 8 person support team
- Own operational P&L including cost structure, efficiency metrics, and resource allocation across onshore and offshore teams
- Manage BPO vendor relationships including performance management, contract negotiations, expansion planning, and quality oversight for Philippines operations
- Drive automation and AI initiatives to reduce manual effort, improve quality, and scale efficiently—from GenAI-powered tools to workflow optimization
- Optimize end-to-end operations metrics including TAT, quality, CSAT, cost per verification, and operational efficiency
- Partner with Product/Engineering to prioritize operational tooling, automation capabilities, and platform improvements
- Scale capacity rapidly for major customer launches and seasonal volume fluctuations while maintaining quality and compliance
- Implement performance management systems with clear metrics, coaching frameworks, and career development pathways
What You Bring
- 10+ years operations experience in high-volume, high-accuracy service delivery (BPO, verification services, financial services, or similar)
- 5+ years in leadership roles managing teams of 50+ people including managing through team leads or managers
- Required: Deep BPO and offshore operations expertise, including vendor management and multi-site operations
- Required: Verification or financial services background—experience with employment verification, income verification, mortgage operations, or similar highly regulated operations
- Outbound calling operations experience with understanding of contact center metrics, dialer technology, and B2B calling strategies
- Proven track record scaling operations through high-growth phases (2-3x volume growth) while maintaining quality
- Experience as startup operations leader—comfortable with ambiguity, rapid change, and building processes from scratch
- Strategic and execution-focused: thinks 2-3 years ahead while delivering flawlessly today
- P&L and business acumen: understands unit economics, cost structure, and financial impact of operational decisions
- Technology forward: comfortable with automation, AI/GenAI tools, APIs, and operational systems; partners effectively with engineering
- Data-driven decision making: leverages analytics, A/B testing, and metrics to identify problems and measure impact
What You Get
- A fast-paced and collaborative environment
- Learning and development allowance
- Competitive compensation and opportunity for advancement
- 100% medical, dental and vision coverage
- Unlimited PTO policy, Monthly wellness stipend
