Program Manager Non Tech 2

Overview
We are looking for a Research Operations Program Manager to design and scale global programs that amplify the impact of our world-class UX Research team. This role removes barriers to great research by building operational systems, connecting teams and knowledge, managing customer feedback panels, and streamlining processes.

You will partner closely with Research Managers and Researchers to lead strategic planning, manage complex projects, and connect resources to research needs. The ideal candidate thrives in ambiguity, drives operational excellence, and proactively identifies opportunities to leverage automation and AI to improve efficiency and impact.

Our Research Operations Program Managers are expert problem-solvers and relationship-builders who combine strong organizational skills with a passion for enabling research at scale. They stay on top of cutting-edge ResOps and AI Research trends with a view towards modernizing operational practice.

Key Responsibilities

Program & Process Design

Build and scale research programs that reduce friction and enhance researcher impact.

Develop operational systems for Experience Reviews, Audits, and Customer Programs

Establish scheduling protocols, governance frameworks, and compliance processes.

Manage and evolve the team's visual identity and brand presence.

Tools & Infrastructure

Manage research technology stack (e.g., UserTesting, Qualtrics, dscout, Marvin and others).

Oversee licensing, training, vendor relationships, and budget allocation.

Evaluate and implement new tools, including AI-driven solutions.

Oversee budget allocation and ensure compliance with best practices across research tools.

Knowledge Management

Create systems for organizing and sharing research insights.

Maintain libraries of templates, guides, and best practices.

Ensure that the team SharePoint pages are current and up to date.

Implement tagging and search functionality for easy knowledge retrieval.

Stakeholder Engagement

Partner with legal, procurement, and security teams to streamline approvals.

Develop communication strategies for internal and external research updates.

Scale research impact through enablement programs and community-building.

Ensure research insights reach key stakeholders through multiple channels including monthly newsletters, SharePoint sites, and Teams channels.

Onboarding, Project Allocation & Offboarding

Partner with legal, procurement, and security teams to streamline approvals.

Develop communication strategies for internal and external research updates.

Negotiate contracts and manage vendor performance to ensure quality and cost-effectiveness.

Facilitate comprehensive onboarding for new hires and contractors, including research tool access, knowledge base orientation, and process training.

Manage offboarding processes to ensure smooth transitions and knowledge preservation.

Qualifications
Required

Bachelor's or Master's degree in Design, HCI, UX, or related field (or equivalent experience e.g., demonstrated experience working in product or service design or using design thinking to solve problems).

3+ years in research operations, user research, or related roles.

Proven ability to build and scale operational systems and processes.

Strong Project Management Skills And Experience With Research Tools.
Understanding of research methodologies and lifecycle.

Preferred
Experience in enterprise technology or high-growth environments.

Background in UX research or customer insights.

Familiarity with legal, procurement, and compliance for research.

Knowledge management and vendor negotiation experience.

Awareness of AI and automation trends in research operations.

What We Value

Resourceful, highly organized, and detail-oriented.

Strong leadership and collaboration skills.

Ability to operate independently and embrace ambiguity.

Passion for enabling research and driving impact at scale.

What is the ideal background of a candidate for this role?
Program & Process Design

Build and scale research programs that reduce friction and enhance researcher impact.

Develop operational systems for Experience Reviews, Audits, and Customer Programs.

Establish scheduling protocols, governance frameworks, and compliance processes.

Manage and evolve the team's visual identity and brand presence.

Tools & Infrastructure

Manage research technology stack (e.g., UserTesting, Qualtrics, dscout, Marvin and others).

Oversee licensing, training, vendor relationships, and budget allocation.

Evaluate and implement new tools, including AI-driven solutions.

Oversee budget allocation and ensure compliance with best practices across research tools.

Knowledge Management

Create systems for organizing and sharing research insights.

Maintain libraries of templates, guides, and best practices.

Ensure that the team SharePoint pages are current and up to date.

Implement tagging and search functionality for easy knowledge retrieval.

Stakeholder Engagement

Partner with legal, procurement, and security teams to streamline approvals.

Develop communication strategies for internal and external research updates.

Scale research impact through enablement programs and community-building.

Ensure research insights reach key stakeholders through multiple channels including monthly newsletters, SharePoint sites, and Teams channels.

Onboarding, Project Allocation & Offboarding

Partner with legal, procurement, and security teams to streamline approvals.

Develop communication strategies for internal and external research updates.

Negotiate contracts and manage vendor performance to ensure quality and cost-effectiveness.

Facilitate comprehensive onboarding for new hires and contractors, including research tool access, knowledge base orientation, and process training.

Manage offboarding processes to ensure smooth transitions and knowledge preservation.

What is the ideal background of a candidate for this role?:
Bachelor's or Master's degree in Design, HCI, UX, or related field (or equivalent experience e.g., demonstrated experience working in product or service design or using design thinking to solve problems).

3+ years in research operations, user research, or related roles.

Proven ability to build and scale operational systems and processes.

Strong Project Management Skills And Experience With Research Tools.
Understanding of research methodologies and lifecycle.

What are unique selling points that would get candidates interested in your role over another?:

Experience in enterprise technology or high-growth environments.

Background in UX research or customer insights.

Familiarity with legal, procurement, and compliance for research.

Knowledge management and vendor negotiation experience.

Awareness of AI and automation trends in research operations.

How will contractor performance be measured?: Resourceful, highly organized, and detail-oriented.

Strong leadership and collaboration skills.

Ability to operate independently and embrace ambiguity.

Passion for enabling research and driving impact at scale.

Where is the work able to be performed?: Remote

If Onsite or HWA required, indicate why:

If REMOTE: Are work hours flexible to accommodate time zone variance (+/- 2-3 hours?): Yes

Candidate Requirements

• Best vs. Average: The ideal resume would contain deep experience in research operations, prior similar experience (to reduce ramp-up time), and familiarity with user testing or similar research tools.

Top 3 Must-Have HARD Skills & years of experience for each:

Managing research tools and infrastructure (3 years)

Stakeholder and supplier engagement (3 years)

Research program support (3 years)