Operations Manager, Directed Content
Skills
About the Role
You will oversee our Directed Content research pods, taking accountability for the overall performance of the teams under your purview. You'll motivate, manage, and support a diverse team of bilingual Analysts as they deliver high-quality, relevant content against volume and coverage goals. You will cultivate talent through coaching, goal setting, and clear, actionable feedback, while also acting as a process optimizer who identifies and resolves bottlenecks in Analyst workflows. You'll collaborate closely with Project Managers and Sector Leads to ensure the content you deliver is timely and relevant.
Responsibilities
- Manage a team of Directed Content Analysts aligned to sectors of coverage and structured in pods
- Set and track performance KPIs for your team that balance output quality, relevance, and volume
- Guide the professional development of Analysts under your supervision
- Ensure overall library quality and relevance by partnering with Project Managers and Sector Leads to adjust research focus and sourcing strategies
- Coordinate with Project Managers to define and update coverage territories based on evolving coverage goals and team capacity
- Hire and onboard Analysts
- Partner with Directed Content leadership and Directors of Research to define and update Directed Content coverage goals
- Partner with Directed Content Enablement to design and maintain process documentation and knowledge resources for team
- Partner with Director of Contributor Relations to ensure optimal Client Contributor coverage
- Work closely with leadership and cross-functional teams to troubleshoot issues and devise process, systems, and workflow improvements
- Review and approve expert rates over a fixed threshold, keeping average expert costs below $300 per call