Operations Manager, Persona

• 3-6 years of experience supporting or managing people in operational, review-based, or quality-focused roles
• We’re looking for someone who is curious, thoughtful, and excited to learn
• Comfort collaborating across teams and helping others navigate change
• Clear written and verbal communication skills
• Ability to bring structure to detailed and evolving work
• A people-centered approach grounded in respect and clarity

Desirable

• The Evaluations team reviews images, IDs, and other signals that support identity decisions at massive scale
• As an Operations Manager – Evaluations, you will manage and support a team of contract-based labelers who perform detailed evaluation and labeling work
• You’ll focus on quality, consistency, and clear communication, while helping labelers navigate detailed guidelines and evolving priorities
• You’ll also work closely with internal product teams to improve the tools labelers use, including sharing ideas and feedback to support ongoing improvements to the internal audit tool
• You’ll have the opportunity to collaborate closely with cross-functional partners and support a growing team of labelers through in-person coaching, training, and problem-solving
• Manage and support a team of contract-based labelers
• Provide clear guidance and context to support high-quality labeling and evaluation work
• Support day-to-day execution for tasks such as image quality review, ID assessment, field extraction, and fraud detection
• Review quality metrics, audit results, and turnaround times to understand trends and opportunities for improvement
• Partner with Product, Engineering, and Operations teams to improve workflows and tools, including collaborating on ideas and feedback for the internal audit tool
• Share insights from labelers and audits to help teams understand operational needs
• Improve training, documentation, and workflows to help labelers work with confidence
• Foster a respectful, inclusive team environment where questions and feedback are welcomed
• What you’ll learn at Persona:
• How labeling and evaluation work supports identity verification and fraud prevention
• How to grow labeling teams to help fight fraud at massive scale
• How operational feedback informs internal tools and product decisions
• How to balance quality, timeliness, and fairness in day-to-day work
• How to grow as an operations manager and leader