Operations Manager- Expert Insights - ECS

About the role

The Trials team is focused on delivering an exceptional first experience for new clients engaging with Tegus by AlphaSense call-taking services, while acting as a close partner to Sales in driving conversion and growth. They serve as the primary point of contact throughout the trial, combining strong client communication with seamless project execution to showcase the value of the Expert Call Services (ECS). By aligning closely with Sales to reinforce value, drive engagement, and accelerate call activity, they play a critical role in converting trial users into long-term clients while generating new content and revenue opportunities. The Trial OM I / OM II role is responsible for leading and developing a high-performing team of Client Relationship Managers and Analysts to deliver exceptional first-call experiences and drive trial conversion. They instill a strong sense of urgency and accountability, coaching their team to meet speed and input goals while consistently delivering high-quality client interactions. As a key partner to GTM stakeholders, the Trial OM plays a critical role in aligning efforts across teams, maximizing trial engagement, and converting trial users into active, long-term call-takers.

Responsibilities

• Lead and develop a high-performing team: Manage, coach, and inspire Client Relationship Managers and Analysts to consistently deliver exceptional client experiences while driving trial engagement and conversion outcomes.
• 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.
• Instill accountability and execution rigor: Set clear expectations around speed, input goals, and quality, ensuring the team operates with urgency and delivers against key performance metrics.
• Elevate client experience through team enablement: Equip the team to provide best-in-class communication, guide clients through their first call, and effectively demonstrate the value of call services.
• Align team efforts with Sales and GTM priorities: Partner closely with AEs and GTM stakeholders, ensuring the team is coordinated, prepared for client interactions, and actively supporting conversion opportunities.
• For base compensation, we set standard ranges for all roles based on function and level benchmarked against

Requirements

• 3 + years of experience client service responsibilities and 3+ years of experience in people management.
• Strong people leadership and organization: Highly effective at managing competing priorities, creating structure for the team, and ensuring consistent execution across CRMs and Analysts.
• Persistence and results orientation: Demonstrates grit and follow-through, holding the team accountable to goals and pushing through obstacles to drive trial engagement and conversion.
• Detail-oriented with high standards: Maintains a sharp focus on quality, compliance, and accuracy, ensuring every client interaction and project meets a high bar.
• Collaborative and team-first mindset: Fosters a positive, supportive team environment while partnering effectively with Sales and GTM stakeholders to achieve shared goals.
• Clear, impactful communicator and coachable leader: Communicates expectations and feedback effectively, while remaining open to feedback and continuously improving their own leadership approach.
• 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.

Benefits

Additional Information

About AlphaSense: The world's most sophisticated companies rely on AlphaSense to remove uncertainty from decision-making. With market intelligence and search built on proven AI, AlphaSense delivers insights that matter from content you can trust. Our universe of public and private content includes equity research, company filings, event transcripts, expert calls, news, trade journals, and clients' own research content. The acquisition of Tegus by AlphaSense in 2024 advances our shared mission to empower professionals to make smarter decisions through AI-driven market intelligence. Together, AlphaSense and Tegus will accelerate growth, innovation, and content expansion, with complementary product and content capabilities that enable users to unearth even more comprehensive insights from thousands of content sets. Our platform is trusted by over 6,000 enterprise customers, including a majority of the S&P 500. Founded in 2011, AlphaSense is headquartered in New York City with more than 2,000 employees across the globe and offices in the U.S., U.K., Finland, India, Singapore, Canada, and Ireland. Come join us! Location: Chicago (hybrid) Reports to: Senior Manager, Expert Insights - ECS

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