Research Operations Program Manager

Who you are

• You have 3+ years of experience in operations, consulting, research operations, UX research, or market research
• You’ve worked in fast paced, ambiguous environments and have experience taking projects from strategy through implementation
• You’re scrappy and resourceful, and comfortable figuring things out as you go
• You have strong attention to detail and can manage multiple moving pieces without losing sight of the customer experience
• You’re a strong collaborator who can work effectively with a wide range of internal and external stakeholders and keep projects moving forward
• You’re an exceptional communicator who can deliver recommendations clearly and concisely to customers
• You’re comfortable presenting to both technical and executive audiences, whether through presentations, demos, or more informal discussions
• You’re a high-energy team player with a strong track record of building collaborative relationships across an organization
• Experience working at a high-growth B2B SaaS company
• Experience in Market Research or UX Research
• Experience working in a remote environment

What the job involves

• We’re looking for a Research Operations Program Manager to help build and scale our research recruitment operations at Maze
• In this role, you’ll work with prospects, customers, and partners to help our users recruit the right participants for their studies
• You’ll sit at the center of our research participant marketplace, where customers come to Maze with recruitment needs and we fulfill them through our network of panel partners
• You’ll play an important role in delivering a great experience for our customers while helping shape the processes, tools, and strategy behind our growing recruitment business
• Own relationships with our panel vendors, assessing performance across quality and fulfillment to determine how we prioritize and route orders
• Onboard new panel vendors based on business needs, including running due diligence to ensure quality and compatibility
• Review and interpret customer recruitment requirements and assess feasibility
• Place and manage orders across our network of panel vendors
• Monitor order progress and fulfillment, proactively identifying and flagging issues or delays
• Troubleshoot common fulfillment challenges, including low incidence rates and screener drop-off, and escalate when needed
• Build end-to-end processes that improve the efficiency and scalability of our operating model
• Partner with Product and Engineering to help shape and build the internal tools that support our operations
• Bring operational insights into decisions around our product roadmap and pricing
• Develop customer-facing materials that make our recruitment offering easy to understand and use
• Take on additional areas of ownership as the business grows, based on your strengths and interests