Senior Manager, Operations Knowledge Systems & Process Design

About Checkr
Checkr is building the data platform to power safe and fair decisions. Established in 2014 Checkrs innovative technology and robust data platform help customers assess risk and ensure safety and compliance to build trusted workplaces and communities. Checkr has over 100000 customers including DoorDash Coinbase Lyft Instacart and Airtable.

Were a team that thrives on solving complex problems with innovative solutions that advance our mission. Checkr is recognized on Forbes CloudList and is a Y Combinator 2024 Breakthrough Company.

Were looking for a strategic systems thinker who can architect how knowledge flows and processes function across our this role youll design and build the infrastructure that enables our teams to deliver exceptional outcomes. Youll work at the intersection of content process data and technologycreating systems that serve both our human workforce and our growing AI/automation capabilities.

This isnt traditional knowledge management. Youre building the operating system for how we create serve and continuously improve operational knowledge to drive measurable business results.

What Youll Own

Knowledge Systems & Architecture

• 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 worksclear 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 leverageaccelerating 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

Team Leadership & Development

• 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 thinkingability 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 communicationcan 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

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 -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/or federal laws including the San Franciscos Fair Chance Ordinance.

*Legitimate Checkr emails will always include our official domain name after the @ symbol (e.g. ).