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Senior Research Operations Program Manager

Hi there!We're looking for a Research Operations Program Manager to join the User Experience Research team at Zapier. Zapier’s on a mission to make everyone more productive at work. Over 3 million professionals already use Zapier to save more time, but there are millions more to reach. As our first Research Operations Program Manager, you’ll collaborate with our UX researchers to support their study goals and organize the planning and execution of UX research projects. Your goal will be to help optimize the efficiency and output of our User Experience Research team processes and resources as well as strategize and implement new processes that will scale along with our growing team. 

If you’re interested in launching your career at a fast-growing and profitable startup, then read on… 

We know applying for and taking on a new job at any company requires a leap of faith. We want you to feel comfortable and excited to apply at Zapier. To help share a bit more about life at Zapier, here are a few resources in addition to the job description that can give you an inside look at what life is like at Zapier. Hopefully, you'll take the leap of faith and apply.

Zapier is proud to be an equal opportunity workplace dedicated to pursuing and hiring a diverse workforce.

About You

You’re an expert in design or research program management. You’ve spent at least 2 years in a design and/or research operations position at a SaaS company. You have deep knowledge of the research process, in combination with project management expertise, and relationship-building to work across the organization. Bonus points if you’ve built a research operations program previously and are eager to do it again! 

You’re passionate about participant recruiting. You have experience setting up and maintaining participant panels, whether for research or other functions. You enjoy standardizing and managing the process for recruiting customers/prospects for design and user research and coordinate user interviews across researcher availability, time zones, and all other scheduling considerations. You want to make sure everyone involved has a great experience — especially our research participants.

You are resourceful. You know how to work across functions to get the research team ahead of projects. You work diligently to ensure progress is made across active projects, and you know when you need to jump in.

You want to build something great, from scratch. Research Operations is a brand new function at Zapier. You’ll be able to define and build a research operations program with a huge amount of latitude. If you’re passionate about both setting a vision and executing on it, this is your chance.

You’re an expert at optimizing things. You know how to figure out what teams need, even when they’re not able to ask for it directly. You’ve got experience identifying places where processes can be improved, and then going out and doing it. You don’t wait for permission to jump in and fix things.

You put your team's and customers' needs first. You enjoy helping and enabling researchers do great work. You optimize your research strategy for what helps users best achieve their goals. 

Things You’ll Do

  • Build and scale our research operations processes, starting with participant recruitment and knowledge management
  • Manage internal and external research recruitment for highly impactful research projects and work directly with researchers on their recruiting and screening criteria
  • Proactively seek opportunities to improve communication, workflows, and processes with our User Experience Research team and their partners
  • Identify and implement a knowledge management system that enables research findings to live beyond just the first month or two
  • Identify needs with regards to process, tools, documentation - and implement or drive required changes to make sure researchers are working at optimum efficiency
  • Clearly identify, explain, and communicate progress, status, expectations, dependencies and risks to various audiences - executives, stakeholders, and team members
  • Create comprehensive, holistic solutions that address individual, team, and business requirements
  • Manage vendor management for research tools, external contractors, and all other research team resources
  • Travel 5-10% of the year to our bi-annual company retreats based in North America
  • As a part of our All Hands Support initiative, help customers have the best possible experience with Zapier

About Zapier

Zapier helps people across the world automate the boring and tedious parts of their job. We do that by helping everyone connect the web applications they already use and love.

We believe that there are jobs a computer is best at doing and that there are jobs a human is best at doing. We want to empower businesses to create processes and systems that let computers do what they are best at doing and let humans do what they are best at doing.

We believe that with the right tools, you can have big impact with less hassle.

We believe in small teams. Small teams are fast and nimble. Small teams mean less bureaucracy and less management and more getting things done.

We believe in a safe, welcoming, and inclusive environment. All teammates at Zapier agree to a code of conduct.

The Whole Package

Location: The World

Our distributed environment lets us work with the best people. You don't have to be located in the USA either. Some team members live in the United Kingdom, Thailand, India, Nigeria, Taiwan, Guatemala, New Zealand, Australia, and more! You just need the skills and drive to succeed in this role and the ability to work from anywhere.

Compensation, perks, and benefits:

  • Competitive salary (we don't use remote as an excuse to pay less)
  • Great healthcare + dental + vision coverage*
  • Retirement plan with 4% company match*
  • Profit-sharing
  • 2 annual company retreats to awesome places
  • 14 weeks paid leave for new parents of biological or adopted children
  • Pick your own equipment. We'll set you up with whatever Apple laptop + monitor combo you want plus any software you need.
  • Unlimited vacation policy. Plus we require you to take at least 2 weeks off each year. We see most employees take 4-5 weeks off per year. This isn't a vague policy where unlimited vacation means no vacation.
  • Travel of 5% - 10% for company retreats which rotate to various cities throughout North America
  • Work with awesome companies around the world. We partner with great software companies all over the world and you'll constantly get to interact with people from these great companies

*While we take care of our international folks as best we can, currently, healthcare and retirement plans are only available to US-based employees.

How to ApplyWe have a non-standard application process. To jump-start the process we ask a few questions we normally would ask at the start of an interview. This helps speed up the process and lets us get to know you a bit better right out of the gate. Please make sure to answer each question. After you apply, you are going to hear back from us, even if we don't seem like a good fit. In fact, throughout the process, we strive to make sure you never go more than seven days without hearing from us.

Optional: Share anonymously some demographic information about yourself to help us better track trends related to the backgrounds of candidates interested in working at Zapier in order for us to build a team that represents the users at Zapier and the broader world population.

Zapier is an equal opportunity employer. We're excited to work with talented and empathetic people no matter their race, color, gender, sexual orientation, religion, national origin, physical or mental disability, or age. Our code of conduct provides a beacon for the kind of company we strive to be, and we celebrate our differences because those differences are what allow us to make a product that serves a global user base.

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