Job Description

At First Advantage (Nasdaq: FA), people are at the heart of everything we do. From our customers and partners to our greatest advantage — our team members. Operating with empathy and compassion, First Advantage fosters a global inclusive workforce devoted to the diverse voices that make up our talent and products. Our team members empower each other to be their authentic selves and treat all with respect, integrity, and fairness.

Say hello to a rewarding career and come join a leading provider of mission-critical background screening solutions to some of the most recognized Fortune 100 and Global 500 brands.

What You'll Do:
The Supervisor, Operations will be responsible for managing daily operations, ensuring exceptional customer service, and maintaining adherence to customer-specific requirements. The Supervisor, Operations will collaborate across departments to drive the achievement of service level agreements by prioritizing and monitoring fulfillment across multiple accounts as well as serve as the primary escalation point for customer issues, ensuring timely and effective resolution. This role will ensure that all work is completed in accordance with the established FA policies, procedures and standards. The Supervisor, Operations will develop, implement and review process improvement initiatives along with specific departmental and individual goals and objectives which will cascade from senior executive leadership goals. This role requires a moderate to high level of operations sophistication, including customer relationship management, data analytics and metrics reporting, presentation preparation and delivery skills and personnel management. Sound decision making, problem solving and executing with urgency and within short-time frames are key components for success in this role.

This is a fully onsite position based in Fishers, Indiana, United States.

Responsibilities:

• 25% - Day-to-day production and fulfillment Implement and manage team performance targets & goals and ensure the team performs in accordance with the clearly defined business expectations and individual goals
• 25% - Personnel management manage and drive the team; lead employee engagement efforts
• 25% - Customer Relationship management: Participate in business related meetings; manage customer relationships (both internal and external); prepare regular update reports to leadership as requested
• 25% - Process improvement: Provide all oversight, development, implementation and facilitate department training programs to ensure that team members are properly trained for their specific roles

What You May Need to be Successful:

• High school diploma or equivalent required; Bachelor’s degree highly preferred
• Minimum of 5 years of operations and/or transportation industry experience
• Proven track record of excellent presentation, organizational and leadership skills
• 2-3 years of supervisory and/or personnel management experience strongly preferred.
• Knowledge of vehicle compliance requirements is a plus.
• Advanced proficiency in Microsoft Office Suite, particularly Excel, for data analysis, reporting, and tracking customer performance.

Additional Skills and Knowledge:

• Solid understanding of operations production team challenges and workflow management
• Outstanding communication skills (presentation, written, verbal)
• Strong demonstrated competency of quality standards
• Experience with data analysis and key metrics reporting
• Proficient with MS Office Suite, most notably strong Excel and Power Point capabilities
• High attention to detail, strong analytical and change management skills
• Strong decision-making skills, results-driven and reliable
• Ability to build and lead engaged, high performance teams
• Adaptable/flexible; able to manage competing demands and changing priorities in a fast [1]paced environment; able to perform multiple tasks simultaneously, accept and handle regular interruptions and manage/meet tight deadlines

Physical Requirements:

• This role is largely sedentary in nature and involves sitting for long periods of time. The role requires the ability to hear and talk as well as to see data and adjust visual focus for computer and paper tasks, read, type, lift and/or carry equipment and files up to 20 pounds, walk, bend or stand as necessary.

Supervisory Responsibilities:
Role includes the management of a team including hiring/firing, approving time records, performance management, team member development, providing coaching and feedback, training, and resolving complaints/issues. Number of direct and indirect reports could include 5 to 15 team members.

Working Environment
This role routinely uses standard office equipment such as computers, phones, photocopiers, scanners, calculators, filing cabinets and fax machines.