Operations Manager, Channel and Customer Research

Location: Chicago, IL (Hybrid)

About Expert Insights:
Expert Insights, which spans AlphaSense’s Expert Transcript Library and 1x1 Call Services offerings,  delivers a new and transformative form of market intelligence content. Through transcripts covering thousands of companies, it captures the unfiltered views and insights of business operators in the trenches, interviewed by professional investors who drill into key questions on what’s truly important about a company at each moment in time. AlphaSense’s library of over 140,000 transcripts is the market’s largest, covering all sectors of the economy, with thousands more published each month. Expert Insights is quickly becoming a table-stakes solution for institutional investors to choose the right companies to invest in while gaining rapid adoption among all other consumers of market intelligence from sell-side research and banking, consultancies, and large corporations.

About the Team:

The Generated Content Team is an integral part of the Expert Insights group, generating thousands of calls each quarter on high-value and strategic content targets - ensuring that the AlphaSense Expert Transcript Library delivers comprehensive coverage to our users. The Generated Content team is responsible for identifying, recruiting, and onboarding the best possible experts from around the world based on the targets and topics we are looking to generate content against - ensuring that the interviews with those experts are of the highest-possible quality and relevance.

About the Role:

Reporting to the Senior Manager, Generated Content Operations - Channel & Customer Research  Operations Managers oversee our research pods. Operations Managers are accountable for the overall performance of the research pods under their purview - motivating, managing, and supporting a team of Analysts in the delivery of high-quality, relevant content against our Channel & Customer Research  volume and coverage goals. Natural people leaders, our Operations Managers are responsible for cultivating the talent on their team, bringing out the best in our employees through coaching, goal setting, and the delivery of clear and actionable feedback. Operations Managers are also process optimizers, identifying bottlenecks in Analyst workflows that slow production or lead to wasted efforts, and addressing them in ways that ensure the delivery of high-quality and relevant content to the library.

Who You Are:

• 2+ years of experience in client service responsibilities and 2+ years of experience in people management
• Inspiring leader: You are deeply invested in Channel & Customer Research’s mission and vision of delivering high-quality, relevant insights to our customers - and are adept at connecting your team and their efforts to that mission, fostering a sense of ownership and meaning
• People manager: You have deep experience setting performance and professional development goals, and a successful track record in motivating, coaching, supporting, and holding individuals accountable in achieving those goals
• Team builder: You know how to build culture and support infrastructure that brings individual contributors together and enables them achieve their greatest collective potential
• Entrepreneurial: You are passionate about the development of teams, people, and processes and are motivated to drive the success of Generated Content and Expert Insights
• Metrics minded: You have a demonstrated track record of setting relevant KPIs to measure the success of both people and processes
• Data driven: You have a proven ability to build dashboards and analysis to spot patterns in productivity and output that inform your day-to-day management of the team
• Process innovator: You have a strong track record of building processes that drive scale and efficiency for your teams
• Problem solver: You have a proven ability to identify the root cause of issues and roadblocks, and implement sustainable solutions
• Skilled communicator: You’re able to leverage excellent oral and written communication skills to understand needs and drive alignment both with internal and external stakeholders 

What You’ll Do: 

• Manage a team of Channel & Customer Research Analysts aligned to sectors of coverage and structured in pods
• Set and track performance KPIs for your team that balance output quality, relevance, and volume
• Guide the professional development of Analysts under your supervision
• Ensure overall library quality and relevance by partnering with Sector Leads to adjust research focus and sourcing strategies that support quality and relevance goals
• Coordinate with Sector Leads to define and update coverage territories based on evolving coverage goals and team capacity
• Hire and onboard Analysts
• Partner with Generated Content leadership to define and update coverage goals, and align research pod capacity and focus to evolving goals
• Partner with Generated Content Enablement to design and maintain process documentation and knowledge resources for team
• Work closely with leadership and cross-functional teams to troubleshoot issues and devise process, systems, and workflow improvements for research pods