Sr. Research Program Manager
Location: 100% Remote
Managing implementation of CSAT/experience measurement program for consumer, XO, and merchant portfolios
This is a Sr. Research Program Manager position responsible for establishing and managing operations for the Experience Measurement team, a UX research team that leverages customer listening posts (e.g., intercept surveys, VoC feedback) and analysis of clickstream and behavioral data to improve the customer experience. You'll be a strategic partner to researchers, applying your expertise to optimize processes and ultimately elevate the quality and impact of experience measurement within the organization.
Qualifications: Experience in managing and implementing experience measurement tools and technologies (e.g., in-product, email, and static surveys as well as listening tools and real time data dashboards). Track record of effective collaboration for customer listening post optimization across product, engineering, user experience, data science, data engineering, survey vendor teams, program managers, and more. Proven ability to maintain and groom experience measurement roadmaps and backlogs. Familiarity with program management tools such as JIRA and Asana, and prioritization processes that govern survey and customer listening roadmaps. Excellent cross-functional collaboration skills and ability to influence.
Responsibilities :
? Identify areas for improvement in experience measurement workflows and processes, and lead initiatives to optimize efficiency and effectiveness.
Develop and document clear protocols, standard operating procedures (SOPs), and best practices for project intake, governance, and execution.
Coordinate with data engineering, data analytics, and information security teams to enable access
? Identify areas for improvement in experience measurement workflows and processes, and lead initiatives to optimize efficiency and effectiveness.
Develop and document clear protocols, standard operating procedures (SOPs), and best practices for project intake, governance, and execution.
Coordinate with data engineering, data analytics, and information security teams to enable access to customer experience data.
Oversee the selection, implementation, and maintenance of measurement tools and technologies. This could include survey platforms, data analysis software, and project management tools.
Establish the rhythm of our Experience Measurement reporting, providing cross-functional and senior leadership-level visibility and alignment on goals and milestones.
Communicate operational metrics and insights to stakeholders.
Must Have :
Excellent organizational skills
Strong knowledge of survey methodologies
Ability to manage roadmaps
Nice to Have
Nice to Have: Experience with survey programs, experience with Quatrics, strong data visualization skills
Years of Experience: 8+(combined research and program management)
Degrees or Certifications: Bachelor s degree, Masters nice to have
