Manager, Customer Operations

Job Description

AlphaSense is seeking a Customer Operations Manager to oversee the day-to-day operations of its Expert Call Services. The Customer Operations Manager will be responsible for coaching Analysts on achieving and exceeding their monthly call quotas and providing exceptional service. This person will also coach Client Research Managers (CRMs) to identify opportunities in order to increase engagement and call volume within their customer base. The ideal candidate will model and instilling AlphaSense values and culture in their team.About the Role:

• 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.

Who you Are:

• 2+ years of experience in people management.
• Proven customer-facing experience with a track record of understanding client needs and cultivating lasting relationships.
• 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.
• Undergraduate with a bachelor's degree preferred.

What AlphaSense Offers:

• Base Compensation Range: $80,000 - $95,000 USD
• Performance-based bonus
• Equity
• Generous benefits program