Associate Manager, Operations

Location: Nashville, Tennessee, United States; expected to work from the office 3+ days a week. A relocation stipend may be available for candidates willing to relocate to a hirify.global hub.

Salary: $73,000–$91,000 USD per year.

Company

hirify.global builds an AI-powered data platform for safe and fair verification decisions used by companies and individuals.

What you will do

• Build and lead a new team of 5–6 support specialists in Nashville.
• Own hiring ramp, onboarding, daily performance, and team development.
• Coach representatives through call and ticket reviews, live shadowing, and structured one-to-ones.
• Own candidate experience quality and KPIs, including SLA, quality scores, and CSAT-style metrics.
• Partner with Customer Experience and vendor management teams to align standards, escalation paths, workflows, and outsourced quality expectations.
• Create repeatable onboarding, training, and coaching frameworks for the growing Nashville hub.

Requirements

• 4+ years of experience leading customer support, contact center, or operations teams.
• Direct people management experience and a record of coaching frontline representatives through structured programs.
• Experience using KPIs and performance data to drive coaching and process improvements.
• Experience partnering with peer leaders and/or vendor or BPO partners to align quality standards.
• A hands-on coaching style and willingness to work closely with an on-the-floor team.
• Ability to work from the Nashville office at least 3 days per week.

Nice to have

• Experience in background screening, fintech, healthcare, or another regulated and compliance-heavy service industry.

Culture & Benefits

• Fast-paced and collaborative work environment.
• Learning and development allowance.
• Competitive cash and equity compensation with advancement opportunities.
• 100% medical, dental, and vision coverage.
• Flexible PTO, monthly wellness stipend, and up to $25,000 reimbursement for fertility, adoption, and parental planning services.
• In-office perks include meals, commuter support, snacks, and beverages.