Operations Manager- Expert Insights - ECS

About the role

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.

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 supervision.

Qualifications

• Ability to handle multiple tasks and assume responsibility for quality results with minimal supervision.

Skills

• Exceptional client service skills.
• Strong organizational and time management skills.
• Effective communication and interpersonal skills.
• Ability to work independently and as part of a team.

Benefits

• Comprehensive benefits package.

Pay

Base compensation range: $111,000 - $152,000 USD

Schedule

Hybrid schedule available.