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.

Background

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.

Company highlights — entirely product-led:

• 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.

What You’ll Do

• 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 participant recruitment — sourcing, screening, and confirming the right profiles 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.

Who You Are

• You can juggle multiple workstreams without dropping details — and you genuinely enjoy operating in fast-moving, high-volume environments.

• You have strong judgment and take ownership — you spot issues early and solve them without waiting to be asked.

• You’re client-ready. Clear, professional, and composed under pressure — you build trust quickly with external stakeholders.

• You have high EQ and strong executive presence — you know how to read a room, manage expectations, and communicate with nuance.

• You’re adaptable. When priorities shift or something breaks last-minute, you respond quickly and pragmatically.

• You’re systems-minded. You look for ways to make things more efficient, scalable, and repeatable.

• You’re technically curious — comfortable learning new tools and excited about leveraging AI to improve workflows.

• You’re low ego, high ownership, and easy to work with.

Qualifications

• 2–4 years at a consulting firm, high-growth startup, or equivalent high-accountability, client-facing operations role.

• Experience managing multiple stakeholders, deadlines, or workflows simultaneously.

• Strong communication skills — especially in fast-paced or ambiguous environments.

• Experience with recruiting, scheduling, or coordinating external participants/customers is a plus, but not required.

• Experience working in a startup or fast-growing environment is a plus.

• Exposure to global stakeholders or working across time zones is a plus.

Life at Listen Labs

• 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, AlphaSense, 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.