Manager, Customer Operations

Location: Chicago, IL

Reports to: Director of Customer Operations 

About the Team:

At Tegus by AlphaSense, we work directly with some of the world’s most well-respected institutional investors, corporations, and consultancies each day by providing real-time industry experts so they can make investment decisions faster.  We are persistent, have a strong work ethic, and make decisions with our customer’s top of mind. 

Join a dynamic and results oriented team, responsible for overseeing the day-to-day operations of our Expert Call Services.  

About the Role: 

The Customer Operations Manager will be responsible for coaching Analysts on achieving and exceeding their monthly call quotas and providing exceptional service in a fast-paced, high energy, and collaborative environment.

This person will also coach Client Research Managers (CRMs) to identify opportunities in order to increase engagement and call volume within their customer base in a high-energy and collaborative environment while modeling and instilling AlphaSense values and culture in their team.

Who you Are:

• 2+ years of experience in people management. 
• Ability to effectively train, coach and mentor a team to ensure delivery of world-class service.
• Exceptional communication and interpersonal skills, capable of building relationships at all levels.
• 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.
• Undergraduate with a bachelors degree preferred. 

What You’ll Do: 

• Develop, manage, and incentivize Analysts & Customer Research Managers in achieving and exceeding key metrics.
• Coach Analysts & Client Research Managers to deliver unmatched service and communicate professionally with customers and experts. 
• Interview, hire, and develop (post-onboarding training) a team of Analysts who ramp to full contribution within 12 weeks.
• 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.

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

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• AlphaSense never asks candidates to pay for job applications, equipment, or training.