Operations Manager (Fixed-Term Contract)

• People: Managing and developing your team in your designated Markets, resources allocation and deployment, business planning, business model, etc.
• Partnership: Evaluator Community Journey as a whole, supporting our transformation from a technical standpoint, but also piloting new ventures. You will be the key partner of Executives and departments in market and worldwide, representing your region.
• Impact: Strategic development through pilots, engagement strategies, compensation strategies, etc.
• Simplicity: share your experience, business acumen and technical knowledge to benefit regional or global programs, innovations and more.
• Quality: Control, reporting and improvement of survey quality, on the whole chain of value (from survey, screening, validation and translation)

• As a manager of a hybrid team, you will be training, managing, coaching and leading your direct reports to grow sustainably as a business.
• A team of 8 to 15 professionals will look up to support them within the Group.
• Engage internal and external resources, in line with the Market’s policies and forecasts: Business planning and anticipation will be key to our growth, and maintaining a healthy Hub will support the completion of your Operations objectives.
• You will be responsible for their employee/Hub journey, from their selection, onboarding, continuous training, coaching and more.

• You are responsible for the proactive recruitment of new Evaluators in your Market, to match the business’ needs.
• Anticipate and match the volume of operation and ensure the Evaluator database is healthy, qualitative and sufficient to operate successful missions, respecting our rotations guidelines.
• Co-owning the local brand awareness such as social media presence of the CXG brand, monitoring and posting following the Company’s guidelines, social media calendar, live engagements, but also supporting our LinkedIn posts. You will be supported by Growth & Engagement, and the dedicated Marketing Associate.
• Proactively and consistently engage the Evaluators over the course of the year, maintaining positive relationships. You will be proactively nurturing your local community via an array of online and offline actions (birthday cards, feedback on evaluation, gifts on special occasions, rewards, etc.).

• In charge of the Market Operations budget and profitability of the Operations
• The Evaluator Community Journey is under constant transformation. With your help, our Global team puts Community Engagement and People as a core Operation principle. You will be accompanying and leading this transformation in your market.
• Communicate proactively internally and externally (if needed) with the Customer Success teams and leaders in program anticipation, tracking, and calibration.
• Become an internal advisor, an expert of your Market, with a deep knowledge of our Community, to foster more collaboration and generate qualitative insights.
• Support local, regional, or global Strategic development: pilots, market research, etc.
• Set up engagement strategies for our Community: from the various touchpoints to the compensation strategies, etc.

• Accompany colleagues, either full-time or Hub, in the market and worldwide, so they can benefit from your experience and technical knowledge.
• Proactively share initiatives to simplify our day to day, with a short-, mid- or long-term effect. We look up to you to lead the way in working smarter together.
• On an ad hoc and voluntary basis, you are encouraged to participate in Market or global projects, pilots and more, to drive our company and teams forward into the future.
• Report on your core market metrics on a monthly, quarterly and yearly basis, to measure and improve your market metrics, as directed by Management. Report to your team to be the Groups voice for your Market associates and Hub.

• Set checks and balances on your internal process to control survey quality, quality of operations, efficiency within your team, etc.
• Monitor, with the help of the Quality & Compliance department, the whole chain of value from survey, screening, validation, and translation with internal and external resources.
• Make sure that the Operations margin target is reached by setting the appropriate payrate, leverage packages and other techniques.
• Acquisition of resources: proactively and consistently train, verify, and certify and qualitative base of active Evaluators to meet the current and forecasted missions in the operating area(s).
• You are responsible for the maintenance of the Database including verification, reactivation campaigns, housekeeping, badging, blacklisting, and disabling, etc.
• Strictly own the Objectivity metrics, to ensure that our insights quality remains true to reality.
• Track Evaluator grading and set supporting (coaching, training) or rewarding measures to foster high quality of insights.
• Ensure the quality of the field surveys: timely collection and submission, including follow-ups. Also highlight supportive and negative Evaluator behaviors to foster a positive work environment for you and your peers.

• Positive and outgoing personality, leading by example,
• Excellent communication skills as you will be one of the leading voices for our Community.
• Organization skills, time management and juggling multiple priorities,
• Business planning experience
• Being resourceful, proactive, and having a problem-solving mindset
• Hunger for learning, trying, and trying again!
• Degree in Administration, Business, Management, or related field
• At least 5 years of proven Management / Operations / Client Service Management experience.
• Microsoft Office skills required; other software knowledge is appreciated!
• Social media experience (personal or professional)
• English is a must in our organization. Additional languages are a bonus in any team!

• Initiative spirit
• Interpersonal skills,
• Customer-service orientation
• Rigorous organization and ability to multitask.
• Time management: ability to work under pressure and to manage stress and multiple priorities.
• Team leader, inspiring people to give their best output, leading by example.
• Integrity: compliance and ethics at the core of your values
• Reliability: dependable leader, balancing short term goals with long term investments.

CXG