HireRight

Customer Success Manager

• Act as liaison between customer, account management, and operational teams to enable successful onboarding of new customers at the strategic and enterprise level
• Work with sales, account management, customer service, and operational teams to effectively support issues related to customer escalations
• Review daily and weekly reports related to HireRight performance for escalated or identified customers
• Enforce all HireRight policies and procedures as well as Client requirements
• Handle escalated issues and requests from internal and external clients and employees; provide feedback and guidance to staff following live customer interactions; identify and analyze underlying issues
• Provide clear, concise, measurable objectives to teams and review on a regular basis
• Contribute to short and long-term organizational planning and strategy as a member of the Management team
• Drive initiatives that contribute to long-term operational excellence
• Communicate expectations clearly and provide consistent feedback; delegate responsibilities effectively

Operations

• Oversee a team of Supervisors and front-line staff ensuring smooth operations, fast turnaround times, and top-tier quality
• Identify and drive process improvements to increase efficiency and client satisfaction
• Support and coach managers in hiring, performance development, and team engagement
• Handle high-stakes client and internal escalations with confidence and clarity
• Monitor KPIs, analyze results, and drive continuous improvement
• Hold regular 1:1s, skip-levels, and team check-ins to maintain communication and alignment
• Contribute to strategic planning and organizational growth
• Mentor high-potential employees and help shape future leadership
• Ensure compliance with policies, procedures, and client requirements
• Act as backup for the Director to keep operations running

Operations Manager

• Oversee the document control process, including document creation, revision, storing, retrieving, and archiving of a wide range of documents to include reports, contracts, correspondence, training documents, and presentations ensuring they are up-to-date, accurate, and compliant with company and industry standards and regulations.
• Maintain version control and track revisions to ensure the most current documents are accessible by utilizing document management software and systems (e.g., SharePoint, DocuSign, Adobe Acrobat, Microsoft Office Suite).
• Ensure all documents adhere to branding, formatting, and quality standards by assisting with the creation and management of document templates and style guides.
• Assist with the design, delivery, and implementation of training programs as well as provide training and support to team members on document standards and procedures as needed.
• Work effectively with subject matter experts, product, compliance, quality teams and professional services to assist in designing, delivering, and evaluating effective training materials and content.
• Maintain in-depth working knowledge of all court reporting guidelines.
• Interact with team-members and other departments as a subject matter expert (SME) for all products fulfilled by the Public Records Department.
• Handle confidential and sensitive information with a high level of discretion.
• Support document process audits and compliance reviews as needed.
• Perform other duties as required.

Operations Documentation and Process Improvement Specialist

Manager

• Oversee the management team to ensure production, quality, turnaround time, resource allocation, training and development, and problem resolution adhere to established policies and procedures
• Responsible for process improvement and implementation of best practices across all units
• Review daily production reports with Supervisors to accurately assess that production goals in each unit are being met
• Evaluate Supervisor and Employee performance and execute appropriate personnel actions
• Have regular 1:1s with direct reports and "skip level" meetings as appropriate
• Train, develop and coach Management team in hiring, staff development, disciplinary actions, and human resource policy
• Enforce all of HireRight’s policies and procedures as well as Client requirements
• Handle escalated issues and requests from internal and external Clients and employees; provide feedback and guidance to the staff following live Customer interactions; identify and analyze the underlying issue
• Create and manage KPIs
• Provide clear, concise, measurable objectives to the Teams and review on a regular basis
• Contribute to short and long-term organizational planning and strategy as a member of the Management team
• Drive initiatives in the Management team and organizationally that contribute to long-term operational excellence
• Identify and mentor employees to prepare them for career advancement
• Communicate expectations clearly and provide consistent feedback
• Delegate responsibilities effectively
• May act in Director's absence

Public Records Manager

The Manager of Operational Success will oversee the workflow and the Service Delivery process in two key areas, Onboarding and Retention. This role will take responsibility for process improvement and ensuring company policy and procedures are implemented and followed for a department in Operations. Manager of Operational Success will focus on Client’s SLA, operational execution and improved communication from customer level to execution level. The Manager of Operational Success will also be frontline as customers get escalated by the Account Management team. Act as liaison between customer, account management, and operational teams to enable successful onboarding of new customers at the strategic and enterprise level Work with sales, account management, customer service, and operational teams to effectively support issues related to customer escalations Review daily and weekly reports as related to HireRight performance for escalated or identified customers. Enforce all HireRight’s policies and procedures as well as Client requirements. Handle escalated issues and requests from internal and external Clients and employees; provide feedback and guidance to the staff following live Customer interactions; identify and analyze the underlying issue. Provide clear, concise, measurable objectives to the Teams and review on a regular basis Contribute to short and long-term organizational planning and strategy as a member of the Management team. Drive initiatives in the Management team and organizationally that contribute to long-term operational excellence. Communicate expectations clearly and provide consistent feedback. Delegate responsibilities effectively.

Customer Success Manager

Operations Manager

Operations Documentation and Process Improvement Specialist

Public Records Manager

Manager, Operational Success