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 fo