Director, Public Records (Internal)

Director, Operations - Job Description

Company Overview
A leader in the background screening industry, ScoutLogic is dedicated to providing a great experience for our clients and our team members. We focus on the development and use of technology & analytics to create a positive client and candidate employment screening experience. Our significant growth and ability to continuously win new business is largely based on our dedication to outstanding service. Employers ranging from small businesses to Fortune 100 companies in a wide range of industries have chosen ScoutLogic because of our ability to complete checks quickly and accurately while providing great customer service.

Scope: Manages 5-10+ Scouts with $3-5MM+ revenue responsibility

Job Summary
The Director, Operations is a vital part of the Operations leadership team, and will primarily be responsible for managing the day-to-day operations of a group of clients. This position is accountable for working within ScoutLogic’s client guidelines as well as the Fair Credit Reporting Act’s (FCRA) regulations to provide minimal turnaround time and high-quality results on background research requests.

Reports to: Vice President, Operations (Pod Leader)

Responsibilities:

• Client Group Management and Satisfaction
• Client Group Escalations when required
• Client Scout Management
  • Scout performance and objectives management
  • Daily workload management
  • Prioritization/Escalation
  • Quality Assurance
  • Follow FCRA guidelines, including federal, state and county laws, and Driver’s Privacy Protection Act (DPPA). Also follow all compliance requirements.
• Leadership of ad-hoc projects and reporting as required

Performance Measures: 

• Team Productivity (Search KPIs) 
• Team Quality (weekly QA)
• Customer Service Excellence (Sales Department and Client Feedback)
• Client Satisfaction (NPS and Client Feedback)