Client Operations Lead

TL;

DR: We’re hiring a Client Operations Lead to be the operational backbone of our research delivery engine. You’ll ensure every study runs on time, on spec, and at high quality — serving as the primary point of contact for East Coast and European customers.

Listen Labs is an AI-powered research platform that helps teams uncover insights from customer interviews in hours — not months. We help customers analyze conversations, surface themes, and make faster, smarter product decisions.

• World-Class Team: Founded by serial entrepreneurs (previous AI exit), former co-founders, and talent from Jane Street, Twitter, Stripe, affirm, Bain, Goldman Sachs, and many more Sequoia-backed startups (plus IOI/ICPC backgrounds).
• Hypergrowth: We’re a 40-person team backed by Sequoia, growing from $0 to a $14M run-rate in under a year. We move fast, care deeply about craft, and love working with people who take ownership.
• Traction: Rapid growth across segments with enterprise wins at Google, Microsoft, Nestlé, and P&G.
• Performance: Industry-leading win rate driven by a highly differentiated product.
• Market Validation: Consistently winning customers across all segments with over six-figure lands that lead to quick expansions.
• Viral Product: Interviews are shared with tens of thousands of viewers, fueling PLG, organic expansion, and daily inbound from Fortune 500s.

• Own operational delivery across a high volume of concurrent research studies — ensuring nothing slips.
• Monitor incoming studies and ensure they’re properly scoped, staffed, and progressing smoothly.
• Coordinate with external research panels to recruit and confirm the right participants under tight timelines.
• Serve as the primary operational point of contact for East Coast and European customers — proactively communicating updates, setting expectations, and flagging risks.
• Hold the line on quality while studies are in field.
• Stay deeply plugged into Slack and cross-functional workflows — acting as connective tissue across Sales, Research, and Product.
• Improve and configure AI-assisted workflows and internal tooling to increase speed, quality, and scalability.

• You likely come from a client services, associate, or project management role at an expert network or similarly high-intensity professional services environment.
• You’re used to juggling multiple client engagements simultaneously and operating under tight deadlines.
• You take accountability without hand-holding — when something breaks, you catch it before anyone else does.
• You’re client-ready. Clear, professional, and calm under pressure — especially with demanding stakeholders.
• You’re comfortable with ambiguity and pace. When a brief changes mid-project or a recruit drops last minute, you adapt without drama.
• You’re technically curious. You don’t need to be an engineer, but you’re comfortable with software, quick to learn new tools, and excited about improving manual workflows with automation and AI.
• You’re easy to work with. Low ego. High standards. No sharp elbows.

• 1–3 years in client services or associate role at an expert network or high-touch professional services firm.
• Experience managing expert or participant recruitment pipelines (sourcing, screening, scheduling, compliance).
• Familiarity with panel vendors, survey platforms, or research operations tooling.
• Experience working in a startup or small, fast-moving team.
• Exposure to European markets or managing stakeholders across timezones.

• Competitive Compensation: We’re backed by world-class investors, including Sequoia Capital, Conviction, AI Grant, and Pear VC, and offer competitive compensation packages with meaningful equity ownership. Over $30B in market cap has been created in adjacent industries (Medallia, Alpha Sense, GLG, Ipsos, Kantar). Our Sequoia partner, Bryan Schreier, was the first investor in Qualtrics—a $12B company tackling similar problems to ours.
• Benefits that Support You: Comprehensive healthcare and dental coverage, flexible time off to recharge, and an environment that values balance and trust.
• Room to Grow: As an early member of the team, you’ll have the opportunity to take on new responsibilities, shape processes from scratch, and grow alongside the company. We value people who want to stretch beyond their role and build something lasting.