Operations Manager, Channel and Customer Research

About the position Reporting to the Senior Manager, Directed 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 ofAnalysts 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 and Project Manager 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.

Responsibilities

• 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 Project Managers to adjust research focus and sourcing strategies that support quality and relevance goals
• Coordinate with Project Managers to define and update coverage territories based on evolving coverage goals and team capacity
• Hire and onboard Analysts
• Partner with Directed Content leadership and Directors of Research to define and update coverage goals, and align research pod capacity and focus to evolving goals
• Partner with Directed 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

Requirements

• 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 Content’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 Directed 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

Apply tot his job Apply To this Job