User Research Operations Specialist

Join our Product Design & Research team as a Senior Research Operations Specialist. In this role, you will be instrumental in creating systems and processes that enable our Product Designers and Product Managers to gather high-quality insights efficiently. You will act as a strategic partner in evolving our fragmented processes into a single, elegant system, and directly enable teams to make informed, user-centered decisions. Your responsibilities will include providing hands-on study support, driving process improvement, managing tooling and vendor relationships, and scaling our insights and knowledge management. The ideal candidate will have deep experience in research enablement, a process-oriented mindset, and exceptional communication and stakeholder management skills.

• Act as the first point of contact for Product Managers and Designers, guiding them through the operational lifecycle of a study from triage and planning to participant recruitment, scheduling, and incentive management.
• Proactively identify bottlenecks in current research workflows and design durable, scalable solutions. Document best practices and create resources that empower teams to conduct research more effectively.
• Administer aspects of the suite of research tools, manage seat allocation, and serve as a key contact for vendor partners to ensure maximizing the value of investments.
• The ideal candidate brings deep experience organizing user research, an analytic approach to process development, and a collaborative disposition for problem-solving
• Process-Oriented Mindset: You are a natural systems thinker, adept at identifying inefficiencies, designing new processes, and creating clear documentation to support them
• Deep Experience in Research Enablement: A strong understanding of the end-to-end research process and a passion for creating systems that empower non-researchers (like PMs and Designers) to conduct high-quality work
• Hands-On Tool & Analytic Systems Expertise: You have direct experience managing key research tools, such as participant management platforms, survey tools, and research repositories. You're also comfortable working with user data at scale to produce targeted samples based on stakeholder needs (Google Sheets, PowerBI, SQL, Heap, Databricks, Fullstory, etc.)
• 4+ years of experience in a Research Operations, Design Operations, or a related program management role within a product organization
• Proactive & Autonomous: You are comfortable working in a fast-paced environment, capable of managing multiple projects simultaneously, and are driven to take ownership and deliver results with minimal oversight. You are capable of operating in ambiguity and aligning varied stakeholders in pursuit of novel goals
• Exceptional Communication & Stakeholder Management: You can build strong working relationships, clearly articulate complex processes, and confidently guide stakeholders through operational requirements. You have excellent English "wordsmithing" skills for proofreading participant communications, screener questionnaires, and survey content
• Experience working with or supporting user research via AI-powered features
• Experience supporting user research in a post-merger or multi-brand environment
• Experience within the real estate, marketplace, or B2B space