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Full-Time

Operations Manager

Support

Confirmed live in the last 24 hours

ID.me

ID.me

501-1,000 employees

Digital identity verification for secure access

Data & Analytics
Government & Public Sector
Consumer Software
Cybersecurity
AI & Machine Learning
Financial Services
Aerospace

Mid, Senior

Tampa, FL, USA

Category
Supply Chain Management
Warehouse Operations
Operations & Logistics
Required Skills
Communications
Customer Service
Requirements
  • Must be willing to work 2p-10:30p two times weekly and 4p-12:30a three times weekly
  • Must have 3-5 years of leadership experience
  • 2-3 years experience managing a team of operational or customer support staff (experience may be supplemented with education)
  • 3+ years customer focus and customer service skills
  • Demonstrated ability to monitor and evaluate quality and performance management
  • Ability to remain calm and in control of a situation
  • Excellent written and verbal communication skills
Responsibilities
  • Determine call center operational strategies by evaluating team results and objectives
  • Deliver regular feedback and directly manage the performance of 5-10 Team Leads
  • Monitor team performance and provide tools and coaching if necessary
  • Prepares performance reports by collecting and analyzing data
  • Assist in the development and growth of high-performing representatives, identifying top performers for promotion
  • Manage expectations with underperforming representatives, determine mitigation strategy for underperforming trainees
  • Manage the Team Leads, working closely with them to execute needs across day-to-day technical coverage and representative development
  • Handle escalations and dive into urgent support issues where needed
  • Manage site operations including communication with cleaning staff and security as needed
  • Helps agents with challenging customer service issues
  • Other duties/projects as assigned

ID.me provides a platform for digital identity verification, allowing individuals to prove and share their identity online. Users create a verified digital identity that can be used to access various services and discounts from partner companies. This process helps businesses ensure that only eligible individuals receive specific offers, which reduces fraud and enhances security. ID.me primarily serves military personnel, first responders, students, teachers, nurses, medical professionals, and government employees, making it particularly valuable in sectors like e-commerce, healthcare, government services, and education. Unlike its competitors, ID.me focuses on building trust between businesses and customers by offering a streamlined verification process that complies with regulatory requirements. The company's goal is to simplify identity verification while providing secure access to services and discounts for its users.

Company Stage

Series D

Total Funding

$413M

Headquarters

McLean, Virginia

Founded

2010

Growth & Insights
Headcount

6 month growth

5%

1 year growth

13%

2 year growth

0%
Simplify Jobs

Simplify's Take

What believers are saying

  • Reaching 50 million verified users demonstrates ID.me's significant market penetration and trust among consumers.
  • Partnerships with major brands like 7-Eleven and Chipotle highlight the company's ability to secure high-profile collaborations.
  • The company's role in reducing fraud and enhancing security in critical sectors like healthcare and government services positions it for sustained growth.

What critics are saying

  • The rise in sophisticated identity scams, driven by generative AI, poses a significant threat to ID.me's security measures.
  • Dependence on partnerships for revenue means that any loss of major partners could impact financial stability.

What makes ID.me unique

  • ID.me focuses on a wide range of sectors including military, healthcare, and government, unlike competitors who may specialize in fewer areas.
  • Their platform offers a reusable, portable credential that simplifies access to multiple services, reducing user friction and enhancing security.
  • ID.me's adherence to NIST Identity Assurance Level 2 standards provides a high level of trust and compliance, distinguishing it from less rigorous competitors.