Operations Manager, Expert Insights - ECS

The Operations Manager will be responsible for coaching Analysts on achieving and exceeding their monthly call quotas and providing exceptional service in a fast-paced, high energy, and collaborative environment. This person will also coach Client Research Managers (CRMs) to identify opportunities in order to increase engagement and call volume within their customer base in a high-energy and collaborative environment while modeling and instilling Alphasense values and culture in their team.

Responsibilities

Develop, manage, and incentivize Analysts & Customer Research Managers in achieving and exceeding key metrics; Coach Analysts & Client Research Managers to deliver unmatched service and communicate professionally with customers and experts; Interview, hire, and develop (post-onboarding training) a team of Analysts who ramp to full contribution within 12 weeks; Compile team reports, conduct 1:1’s, and conduct regular quality assurance reviews; Work closely with Senior Managers/Director of Operations to provide feedback and execute on department-wide initiatives.

Requirements

1-3 years of experience client service responsibilities and 1+ years of experience in people management; Ability to effectively train, coach and mentor a team to ensure delivery of world-class service; Exceptional communication and interpersonal skills, capable of building relationships at all levels; Open-minded and curious listener who is able to pick up context quickly and can navigate ambiguity to get to the heart of the problem; Self-starter attitude who can initiate and drive projects to completion with minimal guidance; Ability to handle multiple tasks and assume responsibility for quality results with minimal supervision.

Nice to have

Undergraduate with a bachelor's degree preferred.

Benefits

18% performance-based bonus; equity; generous benefits program