Reviews Operations Manager | Gartner Arlington, VA, US

Job Details:
The Manager, Reviews Operations will assist in managing the team in India that validates reviewers' identity, publishes reviews that are approved, maintains product mapping through the Sync Service and completes other ad hoc projects to support the Product team. This will require using three different systems and the site's existing processes (Software Advice, GetApp and Capterra's back-end reviews publishing systems). In the medium-term, it will involve improving the sites' three processes, with the existing tools available. Long-term, it will shift to training them on a centralized interface for conducting this work, as well as defining new processes and policies for using this new interface. To execute on the long-term plan, this person will also assist the Product Director and Product Manager in defining requirements for the centralized interface. In the medium- to long-term, this will also involve centralizing the function that is managing vendor complaints about reviews. Again, this is currently being handled by the site teams.
Assessing reviews in each of the site's CMS systems to ensure they adhere to publishing guidelines. The person in this role will do these assessments independently i.e., a manager will not QA their work. These processes will be refined in the near-term. So, the person in this role needs to be flexible to change.
Validating the reviewer's identification. This requires searching for information about the reviewer online e.g., Linkedin, or looking for the website for the company they said they're with. If outreach to the reviewer is needed, the person in the role will either need to coordinate this outreach with the local team, or conduct it themselves (needs to be decided).
Maintaining product mapping through a central UI.
Transition to a new, centralized process and interface for validating and mapping reviewer information. Participate in QA'ing the tool and requirements gathering.
Benchmarking the sites' current validation processes; identifying areas for improvement.
Working with the sites to implement process improvements identified through benchmarking exercise.
Interviewing, hiring and training the central team that will assume this work from the sites.
Work with the Product Director, Product Manager and developers to define requirements for centralized validation UI, as well as the near- and long-term roadmap.
Document process and train team for using centralized UI for product mapping maintenance...
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