AlphaSense - Senior Manager, User Operations
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Requirements
• An operations leader with a passion for building systems and leveraging technology to drive solutions at a high-growth B2B SaaS market leader. • Natural systems-thinker with demonstrated ability to implement scalable workflows, leveraging automation where possible to reduce manual outputs • You have at least 7-10 years of experience working in user operations or user fulfillment at a SAAS company. • Ability to handle ambiguity, proactively identify challenges and present solutions. Proven ability to manage multiple priorities and projects simultaneously, ensuring deadlines are met while maintaining high-quality outcomes. • You have a strong executive presence and have experience / feel comfortable leading change with stakeholders at all levels of an organization • You are customer-focused, understanding the importance of providing timely, real-time support to end users to ensure they are fully empowered by our tools • Comfortable with handling operational data including interpreting, analyzing and deriving actionable insights
Responsibilities
• Process Ownership & Optimization • Serve as the end to end owner for our user activation and content entitlement workflows. • Ensuring accurate and complete user data collection to timely activation of the correct products and content. • Continuously evaluate systems and processes to identify friction points and implement improvements that enhance both internal efficiency and the customer experience. • Collaborate and build strong relationships with leaders in Content, Revenue Operations, Product, Strategic Initiatives and Engineering • Assess gaps, prioritize impact, and identify scalable solutions. • Serve as the main point of communication across the organization for any change management related to user provisioning, entitlements, and content access. • Serve as the escalation point for complex or time-sensitive user issues. • Collaborate with leaders in Sales and Customer Success to identify and resolve challenges quickly and maintain a high standard of service. • SLA Management & Performance Monitoring • Use data to manage team performance and set expectations with our internal clients. Build a rigorous ticketing system with data capture to help to drive measurable outcomes. • Continuous Improvement: This team should collect, distill and share insights for what is working or not working, creating a loop. Issues in our systems or processes should become visible and acted upon with urgency. • Continuous Improvement: • Automation & Efficiency: Identify tasks that are happening at scale and repeated, or can be transitioned to “human in the loop” • Automation & Efficiency: • Entitlements Team Leadership • Serve as a dotted line manager of our offshore team responsible for user activation and entitlements. • Work closely with team leaders to pinpoint bottlenecks and implement “quick wins.” • Establish performance monitoring to assess our key focus areas. • Team Performance Management: Implement routine quality checks; using this to identify themes and continuous areas of improvement. • Team Performance Management: • Internal CSAT Survey: Automatic survey to capture qualitative and quantitative feedback from internal ‘customers’ who submit requests. • Internal CSAT Survey • Speed - Track response and resolution times; providing oversight on team performance. • Speed • Volume - Monitor trends performance to forecast future volume and risks to the business. • Volume • Insights - Use data and analytics to identify areas where efficiency and automation could be improved. • Insights • For base compensation, we set standard ranges for all roles based on function and level benchmarked against similar stage growth companies and internal comparables. In order to be compliant with local legislation, as well as to provide greater transparency to candidates, we share salary ranges on all job postings regardless of desired hiring location. Final offer amounts are determined by multiple factors including candidate experience/expertise and may vary from the amounts listed below. • You may also be offered a performance-based bonus, equity, and a generous benefits program.
Benefits
• $142,000—$195,000 USD • AlphaSense is an equal-opportunity employer. We are committed to a work environment that supports, inspires, and respects all individuals. All employees share in the responsibility for fulfilling AlphaSense’s commitment to equal employment opportunity. AlphaSense does not discriminate against any employee or applicant on the basis of race, color, sex (including pregnancy), national origin, age, religion, marital status, sexual orientation, gender identity, gender expression, military or veteran status, disability, or any other non-merit factor. This policy applies to every aspect of employment at AlphaSense, including recruitment, hiring, training, advancement, and termination. • In addition, it is the policy of AlphaSense to provide reasonable accommodation to qualified employees who have protected disabilities to the extent required by applicable laws, regulations, and ordinances where a particular employee works. • Recruiting Scams and Fraud • We at AlphaSense have been made aware of fraudulent job postings and individuals impersonating AlphaSense recruiters. These scams may involve fake job offers, requests for sensitive personal information, or demands for payment. Please note: • AlphaSense never asks candidates to pay for job applications, equipment, or training. • All official communications will come from an @alpha-sense.com email address. • If you’re unsure about a job posting or recruiter, verify it on our Careers page. • If you believe you’ve been targeted by a scam or have any doubts regarding the authenticity of any job listing purportedly from or on behalf of AlphaSense please contact us. Your security and trust matter to us.
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