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Manager, Research Operations

Company: DocuSign
Location: Seattle
Posted on: November 23, 2020

Job Description:

Manager, Research Operations

San Francisco, California or Seattle, Washington

Our agreement with employees

DocuSign is committed to building trust and making the world more agreeable for our employees, customers and the communities in which we live and work. You can count on us to listen, be honest, and try our best to do what's right, every day. We each have a responsibility to ensure every team member has an equal opportunity to succeed, to be heard, to exchange ideas openly, to build lasting relationships, and to do the work of their life. Best of all, you will be able to feel deep pride in the work you do, because your contribution helps us make the world better than we found it. And for that, you'll be loved by us, our customers, and the world in which we live.

The team

Our Product Experience team focuses on our customers and their business needs. We collaborate from initial concepts all the way to the building of world-class product experiences by partnering with product managers, program managers, information experience, software engineers and other cross-functional teams. Together, we are a team who aim to make the complex easy and intuitive. We employ insights, pixels, and words to solve big problems and delight our customers.

This position

The DocuSign Product Experience Operations Team is seeking a Research Operations Manager. This role will help us scale operations and support product experience research at DocuSign. You will be responsible for creating, implementing, and owning the operational processes for our team's research systems and delivery. We are looking for someone who has proven the ability to influence and manage change including engaging with key stakeholders, overseeing the team, allocating resources and systems so research can be conducted efficiently. This role requires multi-tasking, effective time management, proactive collaboration, solid communication with cross-functional partners, and the ability to execute plans for creative solutions.

Our Product Experience Research team is expanding rapidly across geographies. So we're looking for someone who can help bring us together while keeping in mind scalable solutions that will help us continue to grow. As a Research Operations Manager, you will support the team throughout the research lifecycle from scheduling, to supporting recruiting efforts, to streamlining research operations and team communications. The role's direct contribution to the operations team and across multi-disciplinary functions will be reflected on a daily basis in terms of overall efficiency, effectiveness, and scalable processes.

This position reports to the Head of Product Experience Operations.

This role is equal parts people and operations manager. You are not only driven to deliver results and are detail-oriented, but you love collaborating with others and are willing to roll up your sleeves to get the work done. We're looking for passionate, self-starters who practice empathy for both our customers and researchers and who know how to balance the big picture with the fine details.

Responsibilities


- Lead and manage a growing Research Ops team comprised of participant recruiters and operations specialist

- Implement and oversee metrics program to ensure that the team and program are hitting objectives and driving measurable impact

- Manage team budget, including vendor and tool management

- Be responsible for building the strategic vision to scale operational improvements and efficiencies to support user research team growth (i.e., Lab Management, Data Governance, Vendor Management, Recruitment, Asset Management, Knowledge Management, Templates and Guidelines)

- Build out the strategy for Participant Management and Panel Health and execute it (i.e., develop new recruiting channels, mechanisms, and best practices; track panel composition and recommend strategic recruits based on upcoming projects or gaps identified; closely monitor panel engagement levels for purge and refresh efforts)

- Proactively identify and drive improvements as they relate to tools, processes, documentation.

- Develop self-service materials for the Product Experience Research team and Operations team and aid in monitoring the quality and integrity of the processes. This will also require you to establish, communicate, and roll out best practices, educating and getting the buy-in from key stakeholders in the process

- Clearly identify, explain, and communicate progress, status, expectations, dependencies and risks to various audiences while managing overall risks for projects, driving commitments to schedule and quality


Basic Qualifications


- BA/BS degree or equivalent work experience

- Minimum of 3 years of experience managing and/or leading teams in the operations and/or research operations space.

- Minimum of 8 years of experience working in or with User Research, Research Operations, Operations Management, and/or Program Management

- Minimum of 5 years of experience managing a large, diverse portfolio of research projects and making appropriate resourcing decisions with input from stakeholders


Preferred Qualifications


- Experience leading, coaching, or managing individual contributors (ideally Research Operations)

- A collaborative nature with strong communication skills, sincerity, and a sense of humor in the face of ambiguous challenges

- Experience improving team productivity and creating efficiencies through automation and tools development

- Experience directing and guiding a team through end-to-end organization lifecycle programs and/or projects

- Excellent at communicating up and across organizations and juggling multiple priorities

- Experience creating processes with other functions (i.e., finance, legal, procurement, security)

- Solid understanding of the processes of user research study process: defining, setting-up, recruiting, scheduling, note-taking, documentation, share-out, and insight storing systems

- Flexible to meet with vendors and team members via phone call or VC on varying international time zones


About Us

DocuSign helps organizations connect and automate how they prepare, sign, act on, and manage agreements. As part of the DocuSign Agreement Cloud, DocuSign offers eSignature: the world's #1 way to sign electronically on practically any device, from almost anywhere, at any time. Today, hundreds of thousands of customers and hundreds of millions of users in over 180 countries use DocuSign to accelerate the process of doing business and simplify people's lives. Plus, we save more trees together! And that's a good thing.

DocuSign is an Equal Opportunity Employer. DocuSign is committed to building a diverse team of talented individuals who bring different perspectives to the discussion and who feel a sense of inclusion and belonging when they join our team. Individuals seeking employment at DocuSign are considered without regards to race, ethnicity, color, age, sex, religion, national origin, ancestry, pregnancy, sexual orientation, gender identity, gender expression, genetic information, physical or mental disability, registered domestic partner status, caregiver status, marital status, veteran or military status, or any other legally protected category.



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Keywords: DocuSign, Seattle , Manager, Research Operations, Executive , Seattle, Washington

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