Team Lead, Product Ops

Responsibilities

• Own end-to-end delivery of customer experience work stream and have expertise in review validation and moderation , ensuring high quality and timely resolution of user and stakeholder issues.
• Lead and mentor a team of associates, providing coaching, feedback, and support for continuous development and high performance.
• Coordinate with cross-functional teams (Product, Vendor Relations, Research & Advisory, Legal, etc.) to ensure seamless delivery and proactive engagement for user satisfaction.
• Oversee stakeholder management , clear and empathetic communication with both internal and external partners and building strong feedback loops.
• Champion process optimization, best practices for reducing turnaround times (TAT), and metrics-driven improvements to enhance quality and operational efficiency.
• Lead escalation management and handle complex customer issues, ensuring prompt and effective resolution while upholding platform trust and integrity.
• Own operational reporting, including tracking of interactions, quality, and performance metrics critical for delivering on CEM KPIs, user CSAT, and operational success.
• Conduct regular audits of interactions and content, implementing governance standards to protect platform integrity and long-term user trust.
• Develop onboarding modules for new hires and lead periodic training and knowledge sharing sessions for the team.
• Assess and balance team workload, helping prioritize and optimize efforts to maximize productivity and impact.
• H ere is a sample of some initiatives you would work on:
• Innovate and improve customer experience and review validation processes (leveraging data, technology, and automation) to increase productivity per associate.
• Partner with business units to manage vendor relationships and internal escalations, supporting GPI's growth and industry leadership.

Requirements

• Master's/MBA degree is a plus with a graduation in engineering or exposure to Digital Products.
• Minimum of 4-5 years of relevant industry experience in Product Operations, Tech/IT or Research / Consulting.
• Proven team leadership experience and ability to identify gaps/provide training for team development.
• Passion for continuous, metrics-based process and operational improvement.
• Excellent interpersonal and communication skills, with experience managing stakeholders at all levels.
• Project management experience and the ability to provide independent, fact-based recommendations.
• Advanced Microsoft Office skills (Excel, PowerPoint).
• Experience managing workload and priorities in a fast-paced, international environment.

Benefits

Additional Information

About thi s role This is a unique opportunity for a creative and charismatic individual to be part of the product operations team for Gartner Peer Insights (GPI) . GPI's mission is to transform the way enterprise software & services are bought and sold by creating the industry standard for reviews and ratings. We are looking for a Team Lead, Product operations, to scale Reviews and Customer Experience Management operations. You will work directly with senior stakeholders and be the natural extension of operations horsepower. You will have the opportunity to work on several business initiatives and be empowered to lead to problem solving, leading to continuous improvement. If you have strong business acumen, ability to work with cross-functional teams and enjoy working in a fast-paced lean startup team at an established brand, this is the role for you.

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Company Intel

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