Company Description

UserTesting enables every organization to deliver the best customer experience powered by human insight. With UserTesting’s on-demand Human Insight Platform, companies across industries make accurate customer-first decisions at every level, at the speed business demands. With UserTesting, product teams, marketers, digital and customer experience executives confidently and quickly create the right experiences for all target audiences, increasing brand loyalty and revenue. UserTesting has over 1,200 subscription customers, including 48 of the top 100 brands in the world, and has delivered human insights to over 35,000 companies to-date. 

Founded in 2007 and backed by Accel and OpenView, UserTesting is headquartered in San Francisco with offices in Atlanta and Edinburgh. To learn more, visit www.usertesting.com.

Job Description

We are looking for a Research Ops Specialist who has a passion for finding the right participants for studies, ability to consult and have strategic conversations with the client and sales teams to ensure correct recruitment approach, proactively monitors studies as they fill and can quickly pivot when issues arise, and ensures that participants have the best experience possible from recruitment to payments. 

As UserTesting and the research landscape evolves, it’s important for the Research Ops Specialist to stay informed on UserTesting’s product roadmap, legal and partnerships by absorbing information, influence change in our service offerings while planning and communicating the changes to the Professional Service team, CSMs and Sales. You will work with a variety of clients from some of the most downloaded apps on the iOS app store, international athletic brands, andor national QSRs.

Responsibilities 

• Understand recruitment feasibility on the UserTesting platform, know when to recommend custom recruitment
• Develop and review screeners to ensure they will lead to qualified participants
• Participant recruitment and study execution: schedule, communicate, manage logistics, provide general platform support on your projects and follow up ensuring outstanding participant experience 
• Ensure on-time project completion and quality of deliverable(s)
• Manage multiple requests, resources and projects at once
• Generate project collateral to remain organized and keep stakeholders informed
• Proactively communicate with key stakeholders to maintain clarity and consistency throughout project progress
• Partner with Project Managers and Researchers to deliver full service projects
• Develop and document processes that can be easily shared with other team members  
• Expert understanding the UserTesting platform and roadmap, with a focus on the best practices, limitations and creative solutions/workarounds in setting up and executing studies while keeping documentation current as methodologies and the platform evolves 
• Works with the client during discovery to define recruitment criteria and guides client recruiting within the UserTesting Panel
• Working to tight deadlines and exercising judgment, discretion, and tact

Required Qualifications

• Bachelor’s degree
• 2+ years in working in an agency or consulting environment in ReserachOps, research, or project management 
• Outstanding Excel skills with ability to work with large datasets in spreadsheets
• Experience with scheduling, calendar management, survey and collaboration tools (Clarizen, YCBM, Survey Monkey, Google Forms, Excel, G-Suite) 
• Strong technical aptitude and analytical skills
• Excellent written & verbal communication skills
• Highly organized with strong attention to detail
• Ability to multitask, problem solve, prioritize and manage time effectively
• Professional, highly motivated and customer-centric
• Excited to learn and grow, thrives in fast-paced, frequently changing environment 

Nice to haves

• UserTesting platform experience 
• Knowledge of gaming products and their end users
• Knowledge of technical products and their end users (IT, Engineering, DevOps)
• Experience working within Clarizen or other PM tool to review resourcing 
• Contacts for partnerships international recruitment

Additional Information

Besides a great work environment and the opportunity to change the world, we offer competitive salaries, benefits, plenty of perks, as well as stock options. We value diversity, and are proud to be an inclusive, equal opportunity workplace.

Learn more about what it is like to work at UserTesting at: https://www.usertesting.com/about-us/jobs