Senior Manager, User Operations

About the Team:

The Revenue Operations team at AlphaSense drives productivity and improves efficiency for our account executives, account managers, and sales development reps. We create and implement operational reporting & analytics, improve processes, and enable strategic initiatives that impact the revenue organization.  At our core, we are a dynamic team of highly driven self-starters who are passionate about operations and thrive in a fast paced, challenging environment.

About the Role: 

The Sr Manager, User Operations, will be responsible for overseeing the end-to-end user activation and entitlements process, ensuring accurate data collection, timely provisioning, and consistent access to the correct products and content. This role involves collaborating with Sales, Customer Success, Product, Content, Engineering, and offshore operations teams to streamline workflows, resolve complex user issues, and drive a seamless and scalable activation experience. Your role will involve helping to build and strengthen our current tool suite, maintaining frequent quality assurance checks and working across many different stakeholder teams within AlphaSense, delivering KPIs that help increase both quality and resolution times.

• 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

What You’ll Do: 

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.
• Automation & Efficiency: Identify tasks that are happening at scale and repeated, or can be transitioned to “human in the loop” 

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.

• Internal CSAT Survey: Automatic survey to capture qualitative and quantitative feedback from internal ‘customers’ who submit requests.
• Speed - Track response and resolution times; providing oversight on team performance. 
• Volume - Monitor trends performance to forecast future volume and risks to the business. 
• Insights - Use data and analytics to identify areas where efficiency and automation could be improved.