Operations Manager- Expert Insights - ECS

3 + years of experience client service responsibilities and 3+ years of experience in people management.

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.

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.

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.

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.