Manager, UX Research Operations

About the team and the role:

We are seeking a motivated and experienced Research Ops Manager to drive end-to-end operations for the UX research team, including management of our research vendor relationships, a small crew of in-house recruiters and moderators, and our technical ops lead. Our team of UX researchers guide design partners and cross-functional teams to discover, interpret, and act upon insights and opportunities in an inspiring way, but they can’t do this without a strong Ops team delivering the right users into functional research software on time and budget in legally compliant ways.

The ideal candidate for this team is a people person, qualitative research expert, and systems thinker. You are a hands-on coach who is passionate about process, documentation, and nailing the details. Everything we do is meant to provide orderly systems that will keep our expansive research practice operating smoothly. You will work with vendors to find new methods, and in-house engineering teams to drive sophisticated solutions to tough problems. You will find ways to balance competing goals, such as inclusivity vs. accurate sample representation, or user privacy vs. user demographic collection. You will always be looking for ways to improve both the research participants’ experience as they pass through our research systems, and the researchers’ experience as they work with operations, improving everything from intake forms to AI-enabled video editing. You are the kind of person who moves fast and drives action, with the track record to show for it.

What you will accomplish:

• Manage the end-to-end recruiting pipeline and process
• Own vendor relationships for third-party panel providers, SaaS research platforms, and incentive providers
• Oversee the recruiting CMS systems, enforce user contact governance, and ensure GDPR, PII, and CAN-SPAM compliance in partnership with in-house legal and privacy teams
• Manage partnerships with in-house AI, procurement, and legal teams in order to increase operational velocity
• Own all post-research process, including data warehousing, AI-enable repository, and data cleansing/hygiene
• Actively contribute new ideas and process to UX Research Ops

What you will bring:

• 8+ years of experience in the research operations space
• 5+ years of research recruiting experience across quant, qual, and mixed methods research
• 2+ years of management experience
• Experience working in a high-volume research ops department and automating repetitive tasks
• Demonstrated understanding of database query/management, statistical sampling concepts, and research techniques
• Expert use of CMS and SaaS platforms, particularly Qualtrics
• Demonstrated understanding of PII, GDPR, CMS best practices in a global research environment
• Ability to manage and allocate budgets

The base pay range for this position is expected in the range below:

$124,000 - $208,300

Base pay offered may vary depending on multiple individualized factors, including location, skills, and experience. The total compensation package for this position may also include other elements, including a target bonus and restricted stock units (as applicable) in addition to a full range of medical, financial, and/or other benefits (including 401(k) eligibility and various paid time off benefits, such as PTO and parental leave). Details of participation in these benefit plans will be provided if an employee receives an offer of employment.

If hired, employees will be in an “at-will position” and the Company reserves the right to modify base salary (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, Company or individual department/team performance, and market factors.

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This is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, veteran status, and disability, or other legally protected status. If you have a need that requires accommodation, please contact us. We will make every effort to respond to your request for accommodation as soon as possible. View our accessibility statement to learn more about commitment to ensuring digital accessibility for people with disabilities. It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

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