Operations Manager, Directed Content

BetterCloud; Singapore; On-site; SGD 70,000 - 100,000; Full time

Job summary

BetterCloud is seeking an Operations Manager for the Directed Content team in Singapore. This role involves overseeing research pods, managing a diverse team of Analysts, particularly bilingual Mandarin speakers, and ensuring high-quality content production. Responsibilities include setting KPIs, guiding professional development, and collaborating with Project Managers to adjust research strategies.

The ideal candidate thrives in a leadership role, is metrics-driven, and possesses strong problem-solving skills.

Qualifications

• Deep experience in motivating and coaching individuals towards performance goals.
• Demonstrated ability to set relevant KPIs for team success.
• Strong communication skills for alignment with stakeholders.

Responsibilities

• Manage a team of Directed Content Analysts and track performance KPIs.
• Guide professional development of team members.
• Coordinate with Project Managers on coverage territories.

Skills

Team leadership

Performance management

Data analysis

Problem-solving

Bilingual Mandarin

Job description

About the Team:

The Directed Content Team is an integral part of the Expert Insights group, generating thousands of calls each quarter on high-value and strategic content targets - ensuring that the AlphaSense Expert Transcript Library delivers comprehensive coverage to our users. The Directed Content team is responsible for identifying, recruiting, and onboarding the best possible experts from around the world based on the targets and topics we are looking to generate content against - ensuring that the interviews with those experts are of the highest-possible quality and relevance.

About the Role:

Reporting to the Senior Manager, Generated Content - Directed Content Operations Managers oversee our Directed Content research pods. Operations Managers are accountable for the overall performance of the research pods under their purview - motivating, managing, and supporting a diverse team of bi-lingual Analysts in the delivery of high-quality, relevant content against our Directed Content volume and coverage goals. Natural people leaders, our Operations Managers are responsible for cultivating the talent on their team, bringing out the best in our employees through coaching, goal setting, and the delivery of clear and actionable feedback. Operations Managers are also process optimizers, identifying bottlenecks in Analyst workflows that slow production or lead to wasted efforts, and addressing them in ways that ensure the delivery of high-quality and relevant content to the library. Operations Managers work hand-in-hand with our Project Managers and Sector Leads to deliver timely, relevant content

Who You Are:

• Inspiring leader: You are deeply invested in Directed Content’s mission and vision of delivering high-quality, relevant insights to our customers - and are adept at connecting your team and their efforts to that mission, fostering a sense of ownership and meaning
• People manager: You have deep experience setting performance and professional development goals, and a successful track record in motivating, coaching, supporting, and holding individuals accountable in achieving those goals
• Team builder: You know how to build culture and support infrastructure that brings individual contributors together and enables them achieve their greatest collective potential
• Entrepreneurial: You are passionate about the development of teams, people, and processes and are motivated to drive the success of Directed Content and Expert Insights
• Metrics minded: You have a demonstrated track record of setting relevant KPIs to measure the success of both people and processes
• Data driven: You have a proven ability to build dashboards and analysis to spot patterns in productivity and output that inform your day-to-day management of the team
• Process innovator: You have a strong track record of building processes that drive scale and efficiency for your teams
• Problem solver: You have a proven ability to identify the root cause of issues and roadblocks, and implement sustainable solutions
• Skilled communicator: You’re able to leverage excellent oral and written communication skills to understand needs and drive alignment both with internal and external stakeholders

What You’ll Do:

• Manage a team of Directed Content Analysts aligned to sectors of coverage and structured in pods. The team will be partially comprised of bilingual Mandarin speakers.
• 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 that support quality and relevance goals
• 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, and align research pod capacity and focus to evolving 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 based on Directed Content coverage goals
• Work closely with leadership and cross-functional teams to troubleshoot issues and devise process, systems, and workflow improvements for research pods
• Review and approve expert rates over a fixed threshold - keeping average expert costs below $300 per call

AlphaSense is an equal‑opportunity employer. We are committed to a work environment that supports, inspires, and respects all individuals. All employees share in the responsibility for fulfilling AlphaSense’s commitment to equal employment opportunity. AlphaSense does not discriminate against any employee or applicant on the basis of race, color, sex (including pregnancy), national origin, age, religion, marital status, sexual orientation, gender identity, gender expression, military or veteran status, disability, or any other non‑merit factor. This policy applies to every aspect of employment at AlphaSense, including recruitment, hiring, training, advancement, and termination.

In addition, it is the policy of AlphaSense to provide reasonable accommodation to qualified employees who have protected disabilities to the extent required by applicable laws, regulations, and ordinances where a particular employee works.