Full-Time Research Operations Manager

We are seeking a Manager for our Research Operations team to grow, optimize, and maintain customer engagement practices for our UX Research & Insights (UXRI) organization – a team of 140+ UX and Product Researchers.

You will be joining a rapidly scaling global Experience Team (EX) of over 1,000 UX professionals (Research, Design, Product Content, and Ops) working to create product experiences that users love. You will lead a team of Research Operations Specialists and collaborate with cross-functional leadership to ensure our researchers are enabled to deliver impactful work that shapes our product portfolio.

Success in this role will require empathy for how researchers work, while also recognizing the critical part that high-quality participants play in delivering valuable insights and achieving better outcomes for end-users.

Our commitment to research and development is the key driver of our success, and we are seeking a dynamic and experienced professional to join our team as a Manager of Research Operations.

As a key player in the research process, you’ll be at the forefront of driving innovative recruitment strategies and ensuring that we engage high-quality participants.

Leading a team of talented Research Operations specialists, you’ll collaborate closely with researchers and leadership across diverse product areas to design and execute participant sourcing strategies.

You’ll build and nurture meaningful relationships with customers and partners, empowering them to contribute to our research program and directly influence the development of future generations of ServiceNow products.

In this role, you’ll have an opportunity to shape the direction of our research program, making a tangible impact on the products of tomorrow.

To thrive in this role, you should bring knowledge of research participant sourcing techniques and a passion for guiding others in this space.

1. Build and lead a high-performing team of Research Operations specialists, fostering a culture of collaboration, innovation, connection, and continuous growth
2. Design and implement a research panel program to operationalize, scale, and maintain diverse participant panels that support ongoing research needs
3. Prioritize and streamline initiatives across multiple workstreams, ensuring your team focuses on high-impact projects that align with business goals and research objectives
4. Implement industry best practices in project planning, resource allocation, and risk management to deliver measurable customer engagement outcomes
5. Optimize resource allocation (both people and technology) to deliver quality participant recruitment experiences while driving for efficiency and scalability
6. Communicate regularly and effectively with key stakeholders, providing updates on the progress and outcomes of team initiatives
7. Establish key metrics to monitor OKRs, guide data-driven decision making, and ensure the highest standards in participant sourcing and engagement
8. Develop, maintain, and communicate a strategic roadmap that aligns with key stakeholders, ensuring a unified approach to project execution

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