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.

Who You Are:

• 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 of user activation and provisioning processes, ensuring seamless, timely, and accurate setup for all new and existing users. Continuously evaluate and improve workflows, identifying opportunities for automation and scalability. Partner with Product and Engineering to enhance internal tools and systems. Maintain rigorous quality assurance to ensure data integrity and user access compliance.