UX Research Operations Specialist

Job Description

Smartsheet is seeking a UX Research Operations Program Manager/Specialist to provide leadership and support in the areas of UX research planning and execution. In this role, you will lead process improvement and research tool optimization efforts to increase our team’s efficiency, effectiveness, impact and scale for the future. As a skilled communicator, you will confidently advocate for the UX Research team while working with various teams and stakeholders. At times, you will be asked to support efforts and at other times you will be expected to lead them. This position is a great opportunity for someone interested in growing into a leader in the areas of project, program and/or UX research operations management.

This position will report to the Senior UX Program Manager for the Experience Design (XD) team.

Role Responsibilities

PLANNING AND EXECUTION

• Develop and execute recruiting plans for research projects; develop a scalable recruiting strategy and infrastructure to support ongoing and expanding research efforts.
• Liaise with Smartsheet Procurement, Legal, and other groups to ensure that research practices, tools and assets are fully compliant with company policies and industry standards.
• Implement and manage tools and processes for the UX research team.
• Screen user research candidates to meet the profile needs, schedule research sessions and manage participant incentives budget and distribution.
• Build and manage UX Research assets, including dashboards, screeners, NDAs, team drives and other documentation.

RESEARCH ADVOCACY

• Collaborate with the research team and cross-functional stakeholders to help ensure research aligns with product and organizational goals.
• Manage company-wide outreach and customer knowledge sharing, including an internal Customer Insights Workplace group.

CUSTOMER CONNECTIONS

• Build, grow and manage research panels that represent various target audiences among existing and potential Smartsheet customers.
• Manage UX Research inbox that centralizes customer communications.

Basic Qualifications

• Bachelor’s degree in Communications, Project Management or other related fields or equivalent practical experience.
• 2 years of direct experience working within user research teams doing research operations.
• Understanding of the role of user experience research in the product development lifecycle.
• Excellent written and verbal communication skills and interpersonal skills; ability to work successfully with teams across the organization.
• Demonstrated skills in project management, problem solving and communication.
• Flexibility in handling workload fluctuations and multiple requests.
• Ability to succeed in a fast-paced, dynamic and high growth technology environment.
• Expert with Google Mail, Calendar, Drive, Docs and Slides as well as Microsoft PowerPoint.

Preferred Qualifications

• Understanding of how to conduct user research and ability to support experienced researchers in creating and disseminating surveys, conducting contextual inquiries, and usability testing.
• Familiarity with various UX research tools and software.
• 2 years managing or leading cross-functional projects or change initiatives for an organization.

About Smartsheet

In 2005, Smartsheet was founded on the idea that teams and millions of people worldwide deserve a better way to deliver their very best work. Today, the company delivers a leading cloud-based platform for work execution, empowering organizations to plan, capture, track, automate, and report on work at scale, resulting in more efficient processes and better business outcomes. Smartsheet went public on the New York Stock Exchange in April 2018 and currently enables collaboration, better decision making, and accelerated innovation for over 76,000 domain-based customers in 190 countries, including 96 of the Fortune 100.

Equal Opportunity Employer

Smartsheet is an Equal Opportunity Employer. Individuals seeking employment at Smartsheet are considered without regard to race, ethnicity, color, age, sex, religion, national origin, ancestry, pregnancy, sexual orientation, gender, gender identity, gender expression, genetic information, physical or mental disability, registered domestic partner status, caregiver status, marital status, veteran or military status, citizenship status, or any other legally protected category.