About the roleAt First Advantage (Nasdaq: FA), people are at the heart of everything we do—fostering a global inclusive workforce devoted to the diverse voices that make up our talent and products. Say hello to a rewarding career with a leading provider of mission-critical background screening solutions to Fortune 100 and Global 500 brands.We are hiring a senior customer-facing strategist and operator to serve as a trusted advisor for our largest and most complex gig economy customers. The Sr. Customer Success Partner, Gig Strategy & Operations owns customer relationships and provides subject matter expertise across risk, trust, safety, and compliance.The individual in this role does not own customer programs directly. Instead, they partner closely with customers to influence safer program design, translate customer needs into product and technical inputs, and guide customers toward best-in-class risk outcomes using First Advantage solutions.ResponsibilitiesOwn senior-level customer relationships and serve as a trusted advisor on user trust, safety, risk, and compliance strategy for gig economy platforms.Act as the primary liaison between customers and internal teams, ensuring customer needs and concerns are clearly understood and addressed through partnership.Provide subject matter expertise and thought leadership to help customers design, evaluate, and improve their own risk and trust programs.Partner with customers and internal teams to address concerns and escalations through structured analysis and clear recommendations.Help define, interpret, and communicate customer-level metrics and trends to support informed decision-making.Translate customer requests and operational challenges into clear product and technical requirements for Product, Engineering, and Data teams.Influence Product roadmap priorities based on aggregated customer insights and observed risk patterns.Identify upsell and cross-sell opportunities by connecting customer risk gaps to First Advantage solutions and articulating value.Support Sales and Customer Success teams with analytical insights and customer narratives during renewals and expansions.What you may need to be successful7+ years of experience in trust & safety, risk operations, compliance, fraud, vendor operations, program management, or scaled customer operations within high-volume environments.Direct ownership of operational programs at scale, including background checks, identity verification, fraud prevention, continuous monitoring, or quality assurance workflows.Proven ability to own customer escalations end-to-end, including root cause analysis, remediation planning, and executive-level communication.Hands-on experience defining, tracking, and improving operational KPIs (e.g., accuracy, turnaround time, SLA performance, compliance rates, or quality scores).Demonstrated partnership with Product and Engineering teams, translating operational or customer needs into clear technical requirements or roadmap inputs.Experience influencing or managing external vendors or partners, including performance management, audits, or quality controls.Background in gig economy, marketplace, or high-volume operational environments preferred.Why First Advantage is your next big career moveFirst Advantage is going through a technology transformation. We’re looking for experts who are excited to work with advanced technologies and provide best-in-class user experience, drive development and deployment of scalable solutions, and smoothly guide agile teams and clients through meaningful changes as we continue to expand our impact.Additional benefitsAbility to work remotely with occasional business travelMedical, Vision, Dental, and supplementary benefit plans401k with an employer match, and an Employee Stock Purchase Plan (ESPP)Competitive and flexible Paid Time Off (PTO) and 8 paid company holidaysAccess to new tech and growth opportunities, and leaders who want to see you succeed!CompensationThe salary range for this position is approximately $90,000-$110,000 base annually. This range reflects our good faith estimate to pay fairly, and we tailor our offers within the range based on the selected candidate’s experience, industry knowledge, technical and communication skills, and other factors that may prove relevant during the interview process.
