Team Lead Product ops

About this role

This is a unique opportunity for a creative and charismatic individual to be part of the product operations team for Gartner Peer Insights (GPI). GPI’s mission is to transform the way enterprise software & services are bought and sold by creating the industry standard for reviews and ratings. We are looking for a Team Lead, Product operations, to scale Reviews and Customer Experience Management operations. You will work directly with senior stakeholders and be the natural extension of operations horsepower. You will have the opportunity to work on several business initiatives and be empowered to lead to problem solving, leading to continuous improvement. If you have strong business acumen, ability to work with cross-functional teams and enjoy working in a fast-paced lean startup team at an established brand, this is the role for you.

What you will do:

• Own end-to-end delivery of customer experience work stream and have expertise in review validation and moderation, ensuring high quality and timely resolution of user and stakeholder issues.

• Lead and mentor a team of associates, providing coaching, feedback, and support for continuous development and high performance.     

• Coordinate with cross-functional teams (Product, Vendor Relations, Research & Advisory, Legal, etc.) to ensure seamless delivery and proactive engagement for user satisfaction.

• Oversee stakeholder management, clear and empathetic communication with both internal and external partners and building strong feedback loops.

• Champion process optimization, best practices for reducing turnaround times (TAT), and metrics-driven improvements to enhance quality and operational efficiency.

• Lead escalation management and handle complex customer issues, ensuring prompt and effective resolution while upholding platform trust and integrity.

• Own operational reporting, including tracking of interactions, quality, and performance metrics critical for delivering on CEM KPIs, user CSAT, and operational success.

• Conduct regular audits of interactions and content, implementing governance standards to protect platform integrity and long-term user trust.

• Develop onboarding modules for new hires and lead periodic training and knowledge sharing sessions for the team.

• Assess and balance team workload, helping prioritize and optimize efforts to maximize productivity and impact.

Here is a sample of some initiatives you would work on:

• Innovate and improve customer experience and review validation processes (leveraging data, technology, and automation) to increase productivity per associate.

• Partner with business units to manage vendor relationships and internal escalations, supporting GPI’s growth and industry leadership.

What you’ll need:

• Bachelor's or Master’s/MBA degree is a plus with a graduation in engineering or exposure to Digital Products.

• 5+ years of relevant industry experience in Product Operations, Tech/IT or Research/Consulting.

• Proven team leadership experience and ability to identify gaps/provide training for team development.

• Passion for continuous, metrics-based process and operational improvement.

• Excellent interpersonal and communication skills, with experience managing stakeholders at all levels.

• Project management experience and the ability to provide independent, fact-based recommendations.

• Advanced Microsoft Office skills (Excel, PowerPoint).

• Experience managing workload and priorities in a fast-paced, international environment.

What we offer:

In addition to an outstanding work environment with rapid advancement potential, Gartner associates enjoy exceptional compensation and benefits, including:

• Competitive base salary

• Flexible work environment

• A great work culture

Who are we?

At Gartner, Inc. (NYSE:IT), we guide the leaders who shape the world.

Our mission relies on expert analysis and bold ideas to deliver actionable, objective business and technology insights, helping enterprise leaders and their teams succeed with their mission-critical priorities.

Since our founding in 1979, we’ve grown to 21,000 associates globally who support ~14,000 client enterprises in ~90 countries and territories. We do important, interesting and substantive work that matters. That’s why we hire associates with the intellectual curiosity, energy and drive to want to make a difference. The bar is unapologetically high. So is the impact you can have here.

What makes Gartner a great place to work?

Our vast, virtually untapped market potential offers limitless opportunities – opportunities that may not even exist right now – for you to grow professionally and flourish personally. How far you go is driven by your passion and performance.

We hire remarkable people who collaborate and win as a team. Together, our singular, unifying goal is to deliver results for our clients.

Our teams are inclusive and composed of individuals from different geographies, cultures, religions, ethnicities, races, genders, sexual orientations, abilities and generations.

We invest in great leaders who bring out the best in you and the company, enabling us to multiply our impact and results. This is why, year after year, we are recognized worldwide as a great place to work.

What do we offer?

Gartner offers world-class benefits, highly competitive compensation and disproportionate rewards for top performers.

In our hybrid work environment, we provide the flexibility and support for you to thrive — working virtually when it's productive to do so and getting together with colleagues in a vibrant community that is purposeful, engaging and inspiring.

Ready to grow your career with Gartner? Join us.

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