Senior Manager, User Operations
New
A
AlphaSenseB2B SaaS
Remote - United StatesFull-TimeManager
Salary142,000 - 195,000 USD per year
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Job Details
- Experience
- 7-10 years
- Required Skills
- Data AnalysisStakeholder managementProcess improvementSaaS
Requirements
- 7-10 years of experience working in user operations or user fulfillment at a SAAS company.
- Demonstrated ability to implement scalable workflows and leverage automation.
- Experience leading change with stakeholders at all levels of an organization.
- Strong executive presence.
- Customer-focused with experience in real-time support.
- Ability to handle operational data including interpreting, analyzing and deriving actionable insights.
- Strong systems-thinking abilities.
- Ability to manage multiple priorities and projects simultaneously.
Responsibilities
- Serve as the end to end owner for our user activation and content entitlement workflows.
- Continuously evaluate systems and processes to identify friction points and implement improvements.
- Collaborate with leaders in Content, Revenue Operations, Product, Strategic Initiatives and Engineering.
- Serve as the escalation point for complex or time-sensitive user issues.
- Use data to manage team performance and set expectations with internal clients.
- Serve as a dotted line manager of our offshore team responsible for user activation and entitlements.
- Implement routine quality checks to identify themes and continuous areas of improvement.
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