Tooling Program Manager, Research Operations
Meta

Global Research Operations serves as the centralized engine that powers the UX Research organization. Driving a blend of operational and strategic work, we build X-Meta infrastructure and programs to support efficient, compliant research at scale. Our organization consists primarily of Research Program Managers whose work supports all UX Research teams, as well as the research review processes that all researchers across Meta undergo.This role sits on the Participant Engagements team under our Global Research Operations organization. You will own and evolve our Participant Recruitment ecosystem by working closely with Researchers, Research Program Managers, and technical teams across the company to define the roadmap for optimizing and expanding our current tooling suite. You will also help maintain and refine established research processes as needed. The Tooling Program Manager, Research Operations is an expert in problem solving and multitasking, while building long-term relationships with the team. You will utilize a full range of organizational and interpersonal skills that help our talented teams operate at their highest and most effective level.

Tooling Program Manager, Research Operations Responsibilities:

• Define operational strategy for building, onboarding, and scaling tools across the UX Research discipline
• Analyze UX Research tooling needs end-to-end to identify and prioritize key issues and opportunities
• Manage third party vendors who are critical to maintaining and developing new features in Meta's participant recruitment tool
• Define and own success metrics, including key quality and performance indicators
• Build subject matter expertise, stay up to date on industry trends in research tools, and identify opportunities for partnership with technical vendors
• Lead definition of tooling needs across UX Research and Research Operations
• Conduct ongoing communication of team programs and reduce surprises by proactively managing risks
• Predict obstacles and establish solutions to overcome challenges
• Develop, maintain, monitor and refine operational processes, including technical trainings for researchers
• Move initiatives forward, find resources, raise concerns to owners early and resolve open issues that prevent progress
• Hold the line when progress is in jeopardy while maintaining relationships

Minimum Qualifications:

• 8+ years of program management, business analytics, operations, or strategy-focused roles, with an emphasis on driving technical solutions
• Experience managing the day-to-day operations of a tooling platform, including managing technical workflows, launching new features, and training end-users on usage
• Experience in managing third-party vendors, including contract negotiation, budget management, performance evaluation, and ensuring compliance with service level agreements (SLAs)
• Experience in developing and managing reporting programs, utilizing data analytics to create comprehensive reports and dashboards to keep stakeholders informed of key performance indicators and program outcomes
• Experience understanding user needs, building user stories, and creating business requirement documents
• Experience communicating with a variety of audiences from engineers, to vendors, to senior leaders
• A broad knowledge of research's impact on product design and development.
• Experience of consistently working under your own initiative, seeking feedback and input where appropriate
• Demonstrated experience of identifying new opportunities for the larger organization & influencing the appropriate people
• Experience managing short and long-term projects and initiatives, anticipating project issues and resolving them, connecting resources to research needs, and removing barriers to doing great work.
• Proven experience of identifying potential roadblocks early and developing plans to mitigate risks

Preferred Qualifications:

• Experience working with UX Research and/or UX Design
• Experience with Salesforce CRM, including proficiency in general functionalities, workflows, and reporting capabilities.
• Experience with data visualization and dash-boarding tools, like Salesforce CRM Analytics (formerly known as Einstein Analytics), or comparable tools like Tableau or PowerBI.
• Experience with SQL and basic proficiency writing custom formulas and queries as needed.
• Experience working with Policy, Compliance, and Legal teams to ensure adherence to regulatory requirements and risk mitigation.
• Experience in learning and development, including designing, delivering, and evaluating training programs to enhance employee skills and tooling proficiency
• Experience with email outreach, including developing and executing campaigns by following email best practices, analyzing performance metrics, and optimizing strategies for increased engagement and conversion rates
• Experience in recruitment operations with an understanding of the end-to-end recruitment funnel

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