Manager, Operations Insights & Analytics

Our Operations organization is at the heart of delivering exceptional customer experiences, streamlining workflows, and driving impactful insights that enable smarter decision-making. As we grow we are looking for an Insights and Analytics Manager to turn complex data into actionable strategies, empowering our support operations and border business teams.

 The Insights and Analytics Manager will build and lead data driven initiatives that enhance operational performance across support operations and beyond. This role combines analytical expertise, leadership, and business acumen to deliver actionable insights, uncover opportunities for improvement, and influence strategic decision-making. The ideal candidate will bring curiosity, a collaborative mindset, and passion for translating data into tangible results. This role requires strong strategic thinking and stakeholder management skills to drive cohesive, end-to-end solutions across the organization. The ideal candidate will excel at translating complex technical concepts into business value for diverse audiences.

What you’ll do:

• Analyze operational, support, and customer data to identify trends, gaps, and opportunities
• Design and deliver dashboards and reports that provide clear visibility into operational performance and business metrics 
• Maintain and iterate on forecasting models to improve resource planning and workload efficiency across teams
• Partner with cross-functional teams to provide data-driven recommendations and insights that improve workflows, tools, and overall efficiency
• Work closely with Support Quality and Product Quality Operations programs to deliver insights that impact customer satisfaction and agent performance
• Build and maintain relationships with Go-to-Market teams to derive and communicate customer insights that drive business decisions
• Own and improve existing metric frameworks while creating scalable self-service reporting processes
• Lead initiatives to consolidate data sources, ensuring clear accurate, and unified data that informs decision making
• Lead a team to drive excellence in analytics and reporting. Act a as mentor, fostering data literacy across the organization
• Develop and implement data governance frameworks and validation processes to ensure data quality and integrity across operations
• Create and execute strategic roadmaps for analytics initiatives, ensuring alignment with business objectives and stakeholder needs
• Design and implement self-service reporting models that empower stakeholders to access and understand key metrics independently
• Lead cross-functional data quality initiatives and establish metrics standards across the organization

What you bring:

• 5+ years of experience in analytics, operations insights, or related roles within SaaS, support, or customer experience environment 
• Proficiency in analytics tools like Lookr and strong SQL skills 
• Experience working with large data sets and data warehousing tools like Snowflake
• Proven ability to build models, conduct root cause analyses, and forecast operational metrics
• Strong understanding of customer experience metrics (ex: CSAT, NPS) and operational KPIs
• Excellent communication skills with a track record of influencing senior leaders using data-driven story telling
• Skilled in communicating with technical and non-technical stakeholders to communicate complex analysis in clear, actionable ways
• Experience with support platforms such as Salesforce Service Cloud and Zendesk
• Familiarity with scripting languages such as Python or R
• Demonstrated ability to understand and work with data ingestion processes and modern data tech stacks
• Track record of building self-service reporting solutions and driving adoption across the organization

What you get:

• 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
• Monthly wellness stipend, home office stipend

At Checkr, we believe a hybrid work environment strengthens collaboration, drives innovation, and encourages connection. Our hub locations are Denver, CO, San Francisco, CA, and Santiago, Chile. Individuals are expected to work from the office 2 to 3 days a week. In-office perks are provided, such as lunch four times a week, a commuter stipend, and an abundance of snacks and beverages. 

One of Checkr’s core values is Transparency. To live by that value, we’ve made the decision to disclose salary ranges in all of our job postings. We use geographic cost of labor as an input to develop ranges for our roles and as such, each location where we hire may have a different range. If this role is remote, we have listed the top to the bottom of the possible range, but we will specify the target range for an exact location when you are selected for a recruiting discussion. For more information on our compensation philosophy, see our website.

The salary range for this role is $177,000  to $208,000 in San Francisco, CA.

Equal Employment Opportunities at Checkr
Checkr is committed to building the best product and company, which requires hiring talented and qualified individuals with a diverse set of perspectives and lived experiences. Checkr believes in hiring people of all backgrounds, including those whose histories are impacted by the justice system in accordance with local, state, and/or federal laws, including the San Francisco’s Fair Chance Ordinance.