Senior UX Research Operations Manager

The HubSpot product team is passionate about helping small and medium-sized businesses grow better by building the tools that help them market, sell, and serve their customers as they scale. We build products for more than 190,000 customers in over 100 countries around the world. To ensure we have the right foundation in place as our team continues to grow, we are increasing our investment and building out our UX Infrastructure & Ops team by hiring two Senior UX Operations Managers.

Insights Enablement

The first Senior UX Ops Manager is someone who is passionate about integrating a self-service model for customer insights. This role is vital in maximizing the potential of both researchers and non-researchers, fostering a more efficient and accessible insights ecosystem. You will be instrumental in breaking down persistent barriers that currently hinder the effective access and execution of insights-related activities. Your leadership will help mitigate potential delays, seize untapped opportunities, and reduce friction experienced by our teams during customer interactions and insights tasks. Your primary focus will be on driving the development and implementation of this self-service model, ensuring it aligns with our goals of enhancing ease-of-use for our internal customers and supporting the growth of our business lines.

What You’ll Do:

• Self-Service Enablement: Lead the execution of strategies and processes for self-service insights, ensuring that both researchers and non-researchers can effectively access and utilize insights.
• Quality Assurance: Collaborate with researchers to implement quality assurance measures that maintain the integrity of insights and ensure alignment with industry best practices.
• Training and Skill Development: Work with the research team to create training programs and resources that equip team members with the necessary skills and knowledge for independent insights access and utilization.
• Collaborative Strategy: Work closely with the research team to develop and implement an enablement program that effectively addresses the needs, challenges, and objectives of delivering insights to cross-functional teams.
• Knowledge Sharing: Actively promote and facilitate knowledge sharing within the product community, ensuring valuable insights are available to guide both current and future projects.
• Metrics and Reporting: Define and track key performance indicators (KPIs) to measure the success and impact of insights enablement efforts, and provide regular reports to stakeholders.
  
  

Customer Access & Recruitment

We are looking for a second Senior UX Operations Manager specializing in Customer Access & Recruitment. This role is critical in advancing our customer insights strategy while navigating the complexities of customer access for research and discussions. This became exacerbated by factors like communication suppression rules and increased engagement demand from internal stakeholders like UX Researchers (UXRs), Product Designers (PDs), and Product Managers (PMs). As a company deeply committed to customer-centric values, we understand the importance of developing efficient systems that facilitate meaningful interactions and research with both our customers and potential users. In this role, you will be responsible for managing and enhancing the process of customer access. This not only involves engaging with our existing customer base but also extending our reach to non-customers who represent crucial end-users in our target markets.

What You’ll Do:

• Participant Recruitment Enablement: Drive the participant recruitment process to establish a seamless and efficient system, bringing expertise in utilizing tools such as Amplitude and Looker. Guide the team in developing best practices, creating reusable report templates, and fine-tuning audience targeting in collaboration with research and product teams.
• Customer Panel Pilot Management and Optimization: Establish and maintain participant panels for various user segments and categorize panels using persona tags for precise targeting. Collaborate with cross-functional partners (MarCom & MarTek) and potentially third-party vendors to ensure compliance and efficient panel operations.
• Research Calendar Optimization: Strategically curate and maintain an up-to-date, accurate research calendar for upcoming studies. Implement strategic coordination measures to proactively reduce redundancy in participant recruitment efforts, enhancing overall research effectiveness and cost efficiency.
• Reporting: Provide visibility into the number of customer interactions, costs, redundancies, and other relevant metrics, enabling data-driven decision-making and continuous improvement.
  
  

Who You Are:

• You have a deep understanding of the design process and product development, and extensive experience in developing programs focused on product design and research.
• You have significant experience in ResearchOps, demonstrating proficiency in coordinating with research teams to optimize processes and outcomes.
• You have many years of experience working in a software environment, where you’ve worked cross-functionally with engineering, product, research, and design teams.
• You thrive on ambiguity and demonstrate problem-solving leadership with limited oversight.
• You see the bigger picture, are analytical, and can quickly grasp what is an actual problem/opportunity and what needs focus.
• You have extensive experience working with complexity, where you can identify and drive initiatives with multiple stakeholders and many moving parts.
• You are very structured and well organized, have worked with budgets, managing contracts and vendors.
• You are an efficient communicator, have a proactive approach, a flexible mindset, and are responsive to a changing environment.
• You have experience managing the research participant experience — crafting, monitoring, and managing the processes used for participant recruitment, communication, and incentives.
• You have experience in data privacy policies (CCPA, GDPR), vendor management, procurement, and incentive management.
• You can interact with senior leaders and are an influencer that can lead without formal authority.
• You are great at building relationships and earning trust of stakeholders and cross functional partners.
  
  

Interested in applying?

If you’re into solving complex challenges and are excited about starting something from the ground up, and if this resonates with you, let’s talk.

Cash compensation range: 145400-232600 USD Annually

This resource will help guide how we recommend thinking about the range you see. Learn more about HubSpot’s compensation philosophy from Katie Burke, HubSpot’s Chief People Officer.

The cash compensation above includes base salary, on-target commission for employees in eligible roles, and annual bonus targets under HubSpot’s bonus plan for eligible roles. In addition to cash compensation, all HubSpotters are eligible to participate in HubSpot’s equity plan to receive restricted stock units (RSUs). Some roles may also be eligible for overtime pay. Individual compensation packages are based on a few different factors unique to each candidate, including their skills, experience, qualifications and other job-related reasons.

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We know the confidence gap and imposter syndrome can get in the way of meeting spectacular candidates, so please don’t hesitate to apply — we’d love to hear from you.

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About HubSpot

HubSpot (NYSE: HUBS) is a leading customer relationship management (CRM) platform that provides software and support to help businesses grow better. We build marketing, sales, service, and website management products that start free and scale to meet our customers’ needs at any stage of growth. We’re also building a company culture that empowers people to do their best work. If that sounds like something you’d like to be part of, we’d love to hear from you.

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