Checkr
Senior Manager, Operations Knowledge Systems & Process Design New Nashville, Ten
Checkr, Nashville, Tennessee, United States, 37247
Senior Manager, Operations Knowledge Systems & Process Design
About Checkr
Checkr is building the data platform to power safe and fair decisions. Established in 2014, Checkr’s innovative technology and robust data platform help customers assess risk and ensure safety and compliance to build trusted workplaces and communities. Checkr has over 100,000 customers including DoorDash, Coinbase, Lyft, Instacart, and Airtable. We’re a team that thrives on solving complex problems with innovative solutions that advance our mission. Checkr is recognized on Forbes Cloud 100 2025 List and is a Y Combinator 2024 Breakthrough Company.
We're looking for a strategic systems thinker who can architect how knowledge flows and processes function across our operations. In this role, you'll design and build the infrastructure that enables our teams to deliver exceptional outcomes. You'll work at the intersection of content, process, data, and technology—creating systems that serve both our human workforce and our growing AI/automation capabilities.
This isn't traditional knowledge management. You're building the operating system for how we create, serve, and continuously improve operational knowledge to drive measurable business results.
What You'll Own
Design and evolve the knowledge infrastructure that powers compliance operations, customer support, and external help center content
Write and oversee the creation of content that works—clear, actionable knowledge that scales across channels and use cases
Develop and maintain structured taxonomies and leverage AI-powered approaches for organizing and surfacing unstructured content
Create systems that enable both human agents and AI systems to leverage knowledge effectively
Establish frameworks for knowledge quality, governance, and lifecycle management that scale with business growth
Business Process Engineering
Map, document, and optimize cross‑functional processes across compliance, support, and supply chain operations
Design processes that balance efficiency, quality, and customer experience outcomes
Build process frameworks that support continuous improvement and rapid iteration
Partner with Tools & Systems, WFM, and Analytics teams to ensure processes are supported by appropriate technology and capacity
Data-Driven Improvement & Analytics
Harness conversation analytics and AI to surface patterns, gaps, and opportunities in knowledge and process performance
Use operational data and performance metrics to identify knowledge and process gaps and translate insights into action
Design measurement frameworks to assess knowledge effectiveness and process performance
Conduct root cause analysis to understand where knowledge or process breakdowns impact outcomes
Build feedback loops that enable continuous learning and iteration
Strategic Roadmap & Cross-Functional Partnership
Define the long‑term vision for knowledge systems and process design that enables operational scale
Support the design and rollout of AI agents and automation by ensuring they have access to high‑quality, structured knowledge
Leverage AI tools to create operational leverage—accelerating content creation, process documentation, and knowledge scaling during periods of change
Partner with cross‑functional teams on initiatives that require process redesign or knowledge transformation
Translate business requirements into knowledge and process solutions that scale across multiple operational functions
Build and manage a high‑performing team focused on knowledge systems and business process design
Develop team capabilities in process mapping, knowledge engineering, and data analysis
Foster a culture of experimentation, measurement, and continuous improvement
Partner effectively with stakeholders across operations, product, and technology
What You Bring Required Experience
7+ years of experience in operations, process improvement, knowledge management, or related fields
3+ years leading teams or complex cross‑functional initiatives
Demonstrated expertise in business process design, mapping, and optimization (Lean, Six Sigma, or similar methodologies)
Strong systems thinking—ability to see how knowledge, process, technology, and people interconnect
Proven ability to write clear, effective operational content that scales across audiences and channels
Data fluency: comfortable using metrics and analytics to drive decisions and measure impact
Experience building scalable solutions that work across multiple teams or functions
Excellent stakeholder management skills with ability to influence without authority
Clear, compelling communication—can translate complex systems into understandable frameworks
Preferred Experience
Experience designing knowledge systems for customer support, compliance, or complex operational environments
Familiarity with knowledge management platforms, content management systems, or help center tools
Background working with AI/automation implementations and understanding how to structure knowledge for machine consumption
Experience using AI tools to accelerate content creation and knowledge work
Experience with AI‑powered taxonomy and content organization approaches for unstructured data
Experience with conversation analytics tools and turning conversational data into actionable insights
Expertise in taxonomy design and information architecture for both structured and unstructured content
Experience with tools like Salesforce, Zendesk, or similar operational platforms
Track record of measuring and improving knowledge effectiveness or process performance
Mindset & Approach
Love building infrastructure and systems that enable others to do their best work
Are energized by complex problems that span people, process, and technology
Default to data and evidence when making decisions, but balance with qualitative insights
Can operate strategically while also rolling up your sleeves for hands‑on design work
Embrace ambiguity and can create structure where none exists
Value collaboration and see yourself as an enabler of others' success
What Success Looks Like In your first year:
Established robust knowledge infrastructure and governance frameworks across compliance, support, and help center operations
Mapped and optimized critical cross‑functional processes with measurable improvements in efficiency and quality
Built clarity around what great looks like for knowledge engineering, process design, and data analysis
Leveraged conversation analytics and AI to surface actionable insights that drive knowledge and process improvements
Designed and implemented structured taxonomies and AI‑powered approaches for organizing unstructured content
>Created measurement frameworks that demonstrate knowledge effectiveness and process performance impact
Long‑term impact:
A scalable knowledge system that enables both human teams and AI agents to deliver consistent, high‑quality outcomes
Process frameworks that adapt and improve continuously based on data and operational feedback
Strong cross‑functional partnerships that ensure knowledge and process solutions align with business priorities
A foundation that enables rapid scaling of operations while maintaining quality and customer satisfaction
Pay Transparency Disclosure 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.
On‑target Earnings OR Base Salary range (Nashville, TN)
$126,000 - $157,000 USD
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. Starting January 2026, hub‑based employees will be expected to work from the office 3 days per week. In‑office perks are provided, such as lunch four times a week, a commuter stipend, and an abundance of snacks and beverages.
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 federal laws, including the San Francisco Fair Chance Ordinance.
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Checkr is building the data platform to power safe and fair decisions. Established in 2014, Checkr’s innovative technology and robust data platform help customers assess risk and ensure safety and compliance to build trusted workplaces and communities. Checkr has over 100,000 customers including DoorDash, Coinbase, Lyft, Instacart, and Airtable. We’re a team that thrives on solving complex problems with innovative solutions that advance our mission. Checkr is recognized on Forbes Cloud 100 2025 List and is a Y Combinator 2024 Breakthrough Company.
We're looking for a strategic systems thinker who can architect how knowledge flows and processes function across our operations. In this role, you'll design and build the infrastructure that enables our teams to deliver exceptional outcomes. You'll work at the intersection of content, process, data, and technology—creating systems that serve both our human workforce and our growing AI/automation capabilities.
This isn't traditional knowledge management. You're building the operating system for how we create, serve, and continuously improve operational knowledge to drive measurable business results.
What You'll Own
Design and evolve the knowledge infrastructure that powers compliance operations, customer support, and external help center content
Write and oversee the creation of content that works—clear, actionable knowledge that scales across channels and use cases
Develop and maintain structured taxonomies and leverage AI-powered approaches for organizing and surfacing unstructured content
Create systems that enable both human agents and AI systems to leverage knowledge effectively
Establish frameworks for knowledge quality, governance, and lifecycle management that scale with business growth
Business Process Engineering
Map, document, and optimize cross‑functional processes across compliance, support, and supply chain operations
Design processes that balance efficiency, quality, and customer experience outcomes
Build process frameworks that support continuous improvement and rapid iteration
Partner with Tools & Systems, WFM, and Analytics teams to ensure processes are supported by appropriate technology and capacity
Data-Driven Improvement & Analytics
Harness conversation analytics and AI to surface patterns, gaps, and opportunities in knowledge and process performance
Use operational data and performance metrics to identify knowledge and process gaps and translate insights into action
Design measurement frameworks to assess knowledge effectiveness and process performance
Conduct root cause analysis to understand where knowledge or process breakdowns impact outcomes
Build feedback loops that enable continuous learning and iteration
Strategic Roadmap & Cross-Functional Partnership
Define the long‑term vision for knowledge systems and process design that enables operational scale
Support the design and rollout of AI agents and automation by ensuring they have access to high‑quality, structured knowledge
Leverage AI tools to create operational leverage—accelerating content creation, process documentation, and knowledge scaling during periods of change
Partner with cross‑functional teams on initiatives that require process redesign or knowledge transformation
Translate business requirements into knowledge and process solutions that scale across multiple operational functions
Build and manage a high‑performing team focused on knowledge systems and business process design
Develop team capabilities in process mapping, knowledge engineering, and data analysis
Foster a culture of experimentation, measurement, and continuous improvement
Partner effectively with stakeholders across operations, product, and technology
What You Bring Required Experience
7+ years of experience in operations, process improvement, knowledge management, or related fields
3+ years leading teams or complex cross‑functional initiatives
Demonstrated expertise in business process design, mapping, and optimization (Lean, Six Sigma, or similar methodologies)
Strong systems thinking—ability to see how knowledge, process, technology, and people interconnect
Proven ability to write clear, effective operational content that scales across audiences and channels
Data fluency: comfortable using metrics and analytics to drive decisions and measure impact
Experience building scalable solutions that work across multiple teams or functions
Excellent stakeholder management skills with ability to influence without authority
Clear, compelling communication—can translate complex systems into understandable frameworks
Preferred Experience
Experience designing knowledge systems for customer support, compliance, or complex operational environments
Familiarity with knowledge management platforms, content management systems, or help center tools
Background working with AI/automation implementations and understanding how to structure knowledge for machine consumption
Experience using AI tools to accelerate content creation and knowledge work
Experience with AI‑powered taxonomy and content organization approaches for unstructured data
Experience with conversation analytics tools and turning conversational data into actionable insights
Expertise in taxonomy design and information architecture for both structured and unstructured content
Experience with tools like Salesforce, Zendesk, or similar operational platforms
Track record of measuring and improving knowledge effectiveness or process performance
Mindset & Approach
Love building infrastructure and systems that enable others to do their best work
Are energized by complex problems that span people, process, and technology
Default to data and evidence when making decisions, but balance with qualitative insights
Can operate strategically while also rolling up your sleeves for hands‑on design work
Embrace ambiguity and can create structure where none exists
Value collaboration and see yourself as an enabler of others' success
What Success Looks Like In your first year:
Established robust knowledge infrastructure and governance frameworks across compliance, support, and help center operations
Mapped and optimized critical cross‑functional processes with measurable improvements in efficiency and quality
Built clarity around what great looks like for knowledge engineering, process design, and data analysis
Leveraged conversation analytics and AI to surface actionable insights that drive knowledge and process improvements
Designed and implemented structured taxonomies and AI‑powered approaches for organizing unstructured content
>Created measurement frameworks that demonstrate knowledge effectiveness and process performance impact
Long‑term impact:
A scalable knowledge system that enables both human teams and AI agents to deliver consistent, high‑quality outcomes
Process frameworks that adapt and improve continuously based on data and operational feedback
Strong cross‑functional partnerships that ensure knowledge and process solutions align with business priorities
A foundation that enables rapid scaling of operations while maintaining quality and customer satisfaction
Pay Transparency Disclosure 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.
On‑target Earnings OR Base Salary range (Nashville, TN)
$126,000 - $157,000 USD
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. Starting January 2026, hub‑based employees will be expected to work from the office 3 days per week. In‑office perks are provided, such as lunch four times a week, a commuter stipend, and an abundance of snacks and beverages.
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 federal laws, including the San Francisco Fair Chance Ordinance.
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