Research Operations Lead

YOUR MISSION

In this role, you will define, build and maintain an operational infrastructure that is the backbone of the UX Research team. Your mission is to bring order to a team that loves customer feedback, and help us scale UX Research in the most efficient and effective way.

What Research Ops handles under your supervision:

• Operational excellence. Collaborating with researchers, designers and product managers to establish best practices for research and support best-in-class work.
• Pipeline management. Establish and manage the process for triaging research requests from various teams. Assess incoming requests and prioritize new and ongoing projects.
• Program management. You will set up new programs to grow research and enable the business to gain insights in multiple ways.
• Participant management. Define, implement and own operational processes for sourcing, screening and recruiting participants for research studies.
• Communication and knowledge management. Maintain team resources, including research templates, training materials, playbooks, and regular updates. Own a database of cross-channel product feedback.
• Tool management. Research, recommend and manage research tools that are best suited to support our practices and team needs.
• People management. Have experience managing others. This role includes contractor management to oversee delivery of participant recruitment and usability research.
• Liaison. Liaise with Legal, Procurement, Finance, Customer Success and other teams involved in customer and vendor management aspects of the Research operations.
• Governance. Ensure that our research is legal, ethical, and in full compliance with data handling policies and practices.

YOUR PROFILE

Research Operations is a relatively new and very fast-growing discipline. We would love to hire a Research Ops guru, but we also understand that a new field can attract new talent. This role is ideally suited for either an experienced Research Operations specialist seeking ownership and growth opportunities OR a seasoned operations / program management professional passionate about UX and eager to move into the space.

We are excited about you because you: 

• LOVE operations. You will have 5+ years of experience in Design/Research Ops or in other operational or program management roles.
• Have previous experience managing and delivering with/through others.
• Understand what it takes to create a robust operational structure. You are passionate about delivering quickly and compliantly.
• Have experience creating multiple research programs and initiatives.
• Have exceptional multitasking, prioritization, and self-direction skills.
• Are really good at synthesizing information and communicating concisely and clearly.
• Have excellent stakeholder management skills and love being a team ambassador.
• Know how to strike the balance on the right amount of process and know where and how to introduce change to make teams confident and comfortable with it.
• Are familiar with the product development process and research methods, including participant recruitment tactics and strategies. If not, you are excited to learn them quickly.
• Are fluent in project management tools such as JIRA and Asana. You may be well-versed in CRM tools, such as Salesforce.
• Ideally, you are familiar with research tools, such as Qualtrics, Dovetail, UserTesting, User Interviews and similar.
• Are comfortable wearing many hats.

In the state of Colorado, the salary for this role ranges from $107,500 to $145,400 + equity + benefits, but may vary based on your qualifications and job-related experience level, that could result in a level outside of this range.

In New York City, the salary for this role ranges from $134,300 to $181,700 + equity + benefits, but may vary based on your qualifications and job-related experience level, that could result in a level outside of this range.

Please submit your resume in English. #LI-Remote #LI-SS1