Operations Interview Process Specialist

Job Overview

The Operations Interview Process Specialist plays a pivotal role in shaping our member-facing teams. This position is responsible for managing the entire interview and selection process for frontline agents, in close partnership with our Talent Acquisition team and Global Operations functions. The successful candidate will be the primary decision-maker in hiring the right talent to ensure we deliver a world-class member experience. This is a high-impact role requiring strong leadership, a strategic mindset, and a commitment to creating an exceptional candidate and employee experience.

What You’ll Do

• Lead the Operations Interview Process: Conduct in-depth second and third-stage interviews and skills assessments for shortlisted candidates (after the initial recruiter screen) to evaluate skills and experience.


• Final Decision Maker: Serve as the primary business decision-maker for all frontline agent hires, confirming the best fit for the role and the team.


• Collaborate on Strategy: Partner with the Talent Acquisition team and senior leadership to determine staffing needs and optimize the hiring process for greater quality and efficiency.


• Ensure Compliance: Uphold all legal and ethical hiring standards, ensuring an equitable process for all applicants and adherence to national and local employment laws.

• Onboarding & Integration: Collaborate with Talent Acquisition on the new hire's integration process, working with department leads to ensure a seamless transition from offer acceptance, team assignment, to and beyond.


• Data & Metrics Analysis: Track key performance indicators (KPIs) for operations, using data to drive improvements and inform future strategies.


• Organizational Project Support: Execute and support ad-hoc projects, as assigned by leadership, focused on improving the overall contact center operation, efficiency, and agent experience.

What You’ll Need

• Bachelor's degree in human resources, Business Administration, or a related field.


• 3+ years of progressive experience in hiring processes, interviewing, or call center/front office operations, including at least 1+ years in a management or supervisory role.


• Ability to assess candidate's basic skills, abilities; identify and match candidate's behavioral traits 


• Demonstrated knowledge of state and federal employment laws and best practices in interviewing and selection.


• Proficiency with Greenhouse and Workday.


• Exceptional written and oral communication skills, with the ability to build strong relationships with internal stakeholders and candidates.


• Strong analytical skills and a data-oriented approach to decision-making and problem-solving.


• Ability to work in a fast-paced, high-volume environment and prioritize multiple projects efficiently.