2024 Team Lead, Service Operations

What makes Gartner a GREAT fit for you?

When you join Gartner, you'll be part of a fast-growing team that helps the world become smarter and more connected. We're the leader in our industry, achieving double-digit growth by helping clients make the right decisions with business and technology insights they can't find anywhere else. Our associates enjoy a collaborative work environment, exceptional training and career development - as well as unlimited growth potential. If you like working with a generous, supportive, high-performing team, Gartner is where you want to be.

About this role:

The Global S&O arm of Gartner is currently seeking talented people leader to join its Strategy & Operations team in Fort Myers, Florida (USA). This stint involves leading operations for one or more units in Client Outreach Optimization (COO) function. The key goal of this function is to collaborate with and enable Service Delivery Associates to secure service calls with the right clients at the right frequency.

As a member of this function, you will also manage a team of high caliber, high performing associates to drive client engagement and service productivity programs across Gartner. You will work towards driving integrated approach across Gartner's key functions - Business units under Global Service & Delivery (GS&D), Sales, R&A and Products and their leaders with the central goal of improving client retention through high value engagement mechanisms. You will also get an opportunity to work on some of the high impacting strategic projects to drive key organizational goals, operational & economic productivity of the overall operations and service associates.

What you'll do:

This stint involves leading one or more units in Client Outreach Optimization (COO) operations along with some of the high business impacting strategic initiatives which aim to drive key business priorities of GS&O with an ultimate focus towards client engagement and retention. You will devote your time managing a team and drive client's Review & Planning (R&P) calls, client engagement and retention by actively working with the Service Delivery Teams across geographies.

Core Operations:

• Own and accountable for boosting R&P coverage by running client outreach operation for a large portfolio of clients. Partner and enable services teams on client outreach operation.
• Provide guidance and support to teams to conceptualize, design and implement initiatives that have a direct impact on KPIs
• Drive operational excellence - incremental improvement of client outreach engine - reduced scheduling steps, intuitive and simpler process design/interfaces. Implement best practices/tested solutions across SDAs to maximize effectiveness of outreaches - boost acceptance, show rates of invites
• Analyzing lagging/leading business KPIs - call activity, onboarding, engagement, retention to generate actionable insights, develop implementation plans and ensure execution of all changes
• Continuously improve quality of processes & deliverables by establishing a regular process check and measurement mechanism.

Iterate and Evolve to increase Business Impact

• Push self and team to innovate on productivity and efficiency drivers. Implement those innovation end to end based on ROI impact and measure the success.
• Build and drive the team members to implement strategic initiatives to drive R&P and client engagement - process improvement ideas, A/B testing and leveraging various sources of information to make it useful for continuous improvement
• Drive structured problem solving on various projects as needed. Provide guidance on data driven hypothesis testing and scale up approaches. Influence decision making on next big bet.
• Discover innovative levers/best practices (escp. Focusing on right MCPs/KIs of client) within Gartner or outside aiming to boost effectiveness of outreaches - higher R&Ps, usage, retention
• Continue to evolve on funneling approach of outreach mechanism by leveraging client's footprints and persona
• Provide active support as and when needed during development and execution of strategic initiatives within GS&O, GS&D and across Sales, R&A and Product; lead some of these projects independently.

Continuous Process Optimization

• Identify process improvement opportunities and apply LEAN principles to boost efficiency and productivity of processes & people
• Keeping in mind 'One Gartner' approach to serve clients, integrate and standardize all possible elements of the process. Also, aim for economy of scale by integrating all process touch points (Sales, onboarding, pre-call, post-call) of client's journey in order to map the client behavior better to deliver value.
• Conduct time & motion diagnostics to explore opportunities of process redesign. Establish process excellence to operate in a Lean way including maximization of automation for all tasks and process
• Continue to re-engineer and optimize the instrumentation (dashboards, reports, tools) designed to measure and alert SDAs/Leadership on lagging/leading KPIs

Collaboration and Stakeholder Management

• Own stakeholder management, relationship building with team members and with cross-functional units. Ensure right communication and positioning of the vision and priorities to team members.
• Communicating and presenting analytical insights to internal stakeholders and to senior management
• Partnering with internal stakeholders to learn, ideate, and recommend automation alternatives to service delivery associates' manual work streams
• Delivering strong support to the stakeholders with a no-limits mindset to do everything to increase retention
• Drive problem solving via story boarding and driving discussions in various forums
• Actively Improve collaboration and close-coordination with global teams across time-zones

People Management

• Lead a team of 4-6 individual contributors. Accountable for their learning & development needs, develop their Individual Development Plan and work together to achieve objectives.
• Define their roles & responsibilities, continuously help them in prioritizing tasks and ensure optimal staffing.
• Create an inspiring team environment with an open communication culture by being approachable, providing continuous encouragement to team, identifying skill gaps and communicating term goals
• Assist managers in hiring new talent and training/coaching them so they seamlessly integrate with the team and the program well.
• Retain top performers via coordinated engagement strategy. Proactively identify and manage bottom performers
• Increase productivity of team by working with tools (technical and process) that can optimize time and make process more efficient

What you'll need:

• MBA with 4-8 years of experience
• 1.5-3 years as a Sr. Business Analyst or an equivalent role within Gartner
• 1-2 years of people leadership exposure would be an edge (in a capacity of direct/pseudo management or in a capacity of mentor/coach).
• Strong leadership skills to build capability within the team and collaborate with other team leads to ensure the larger goals are met
• Good command of knowledge related to Information technology, product development and its application to business
• Knowledge/experience on analytical problem solving, analytical tools
• Exposure and understanding of lean six sigma, lean diagnostics, T&M and other process improvement techniques would be a big plus

Who you are:

• Experienced professionals having proven track record of driving business impact with strong business acumen, problem solving leadership (qualitative & quantitative).
• Have demonstrated high champion & leadership mindset. Drives operational and business excellence, Proven influential leadership with superior execution ability and project management
• Effective Project Management skills, having ability to provide focused attention across stakeholders
• Strong communication and collaboration skills
• Quick Learner, Process- driven
• Innovative mindset and inclination to solve business problems
• Analytical thinker with experience deriving business insights from data analytics
• Detail-oriented with high personal standard for quality
• Comfortable in working with cross-functional teams
• Skillful in managing expectations of varying stakeholders (internal & external)
• Fair understanding of Gartner eco system - products, services, various functions

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

About Gartner:
Gartner, Inc. (NYSE: IT) is the world's leading information technology research and advisory company. We deliver the technology-related insight necessary for our clients to make the right decisions, every day. We work with every client to research, analyze and interpret the business of IT within the context of their individual role. Founded in 1979, Gartner is headquartered in Stamford, Connecticut, U.S.A. Visit gartner.com to discover more.

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 insight, helping enterprise leaders and their teams succeed with their mission-critical priorities.

Since our founding in 1979, we've grown to more than 20,000 associates globally who support ~15,000 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 sustained success creates limitless opportunities for you to grow professionally and flourish personally. We have a vast, virtually untapped market potential ahead of us, providing you with an exciting trajectory long into the future. 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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