Research Operations Specialist

About the Role

We're looking for a Research Operations Specialist to build and scale the systems that make customer insights accessible across our organization.

This role sits at the intersection of Research, Product, Design, Operations, and AI. You'll design the infrastructure that enables teams to connect with customers efficiently, run high-quality research at scale, and continuously improve how insights flow into product decisions. Success in this role is measured by how much easier you've made it for others to learn from and access our customers.

You'll own the operational foundation behind research: participant operations, recruiting, customer panels, governance, tooling, scheduling, workflows, and automation. You'll identify friction, simplify complex processes, and build scalable systems that allow researchers and product teams to spend less time coordinating research and more time generating meaningful insights.

We're looking for someone who has a proven track record of implementing new systems and gets energized by solving operational problems at scale. You naturally see repetitive work as an opportunity for automation. You're comfortable experimenting with AI tools to build dashboards, workflows, scripts, and internal solutions that dramatically increase leverage. You enjoy creating systems that feel effortless for the people using them.

What You’ll Do

Build scalable research operations

Design, implement, and continuously improve research operations processes, standards, and governance.

Create scalable frameworks for research intake, prioritization, participant management, scheduling, and project tracking.

Identify operational bottlenecks and continuously improve workflows through automation and process optimization.

Build the operational infrastructure that enables customer-centric decision making across the organization.

Own participant operations

Manage participant recruitment, scheduling, incentives, and communications across research studies.

Build and maintain customer panels across global markets, ensuring high-quality participant engagement and governance.

Partner with Procurement and Legal to manage research vendors, participant contracts, and recruiting partners.

Scale customer access

Partner with researchers, designers, product managers to understand their needs and develop solutions that enable them to have faster and easier access to customers.

Develop programs that safely democratize customer research by enabling product teams to conduct lightweight research within established guardrails.

Create documentation, playbooks, templates, and training that increase research quality and consistency.

Improve our research technology ecosystem

Own and optimize our research operations tooling, including platforms such as Dovetail, UserTesting, Ethnio, Pendo, Mixpanel, Snowflake, Notion, and similar tools.

Evaluate and implement new technologies that improve operational efficiency and customer access.

Build AI-powered workflows, automations, dashboards, and integrations that reduce manual work and improve research velocity.

Embraces AI as a force multiplier

We believe AI will fundamentally change how research operations are performed. You will focus on building AI-powered workflows that eliminate repetitive work.

Prototype lightweight internal tools, dashboards, and automations.

Use modern AI tools (ChatGPT, Claude, Cursor, or similar) to improve productivity.

Continuously experiment with new technologies that help teams connect with customers faster and learn more effectively.

Who You Are

Experience in Research Operations, UX Research Operations, Program Management, Product Operations, or another systems-focused operational role.

Passionate about building scalable operational systems rather than owning research strategy or conducting research full-time.

Deep understanding of UX research workflows, participant operations, governance, repositories, and customer recruitment.

Experience managing research operations platforms such as Dovetail, UserTesting, Ethnio, Pendo, Mixpanel, Snowflake, Notion, or similar tools.

Highly organized with exceptional project management skills and strong attention to detail.

Comfortable working across Design, Product, Engineering, Legal, Procurement, and Analytics to improve operational excellence.

Strong systems thinker who enjoys simplifying complex workflows and designing repeatable processes.

Curious, proactive, and constantly looking for opportunities to improve efficiency through automation.