Research Operations Lead

This is a fully remote position, open to applicants in United States, +4 more locations.

📋 Description

• Establish Mercury's research methodologies, standards, and operational frameworks.

• Manage the customer research panel, which includes maintaining customer databases, outreach efforts, and ongoing recruitment.

• Oversee daily research operations, encompassing scheduling, incentives, consent, privacy, and adherence to ethical guidelines.

• Provide consultation on research best practices, study design, methodologies, and transforming feedback into actionable insights.

• Collaborate with design managers, designers, and product managers to embed customer insights into product development decisions.

• Manage the research toolset, which includes Dovetail, Maze, and Rally, as well as vendor relationships, budget management, and decisions regarding in-house versus external solutions.

• Develop AI-enhanced workflows for preparing customer conversations and synthesizing feedback.

• Implement ongoing research initiatives and customer engagement events, such as research dinners.

• Supervise and mentor one direct report while maintaining a hands-on approach.

⛳️ Requirements

• A minimum of 8 years of direct experience in research operations.

• Proven track record of establishing or scaling a research operations program that demonstrates measurable outcomes.

• 1 to 2 years of experience in managing personnel.

• Recognized thought leader in the field of research operations.

• Capability to excel in uncertain environments where the discipline is still evolving.

• Strong coaching skills for individuals outside the research field.

• Regular engagement with AI tools and a keen interest in their practical uses.

• Effective communication skills with practitioners and senior stakeholders alike.

• Experience in qualitative research (preferred).

• Proficiency in quantitative analysis (preferred).

• Knowledge of the fintech sector (preferred).

🏝️ Benefits

• Equity offerings (stock options/RSUs).

• Comprehensive benefits package.

• Competitive total rewards program.

• Reasonable accommodations during the recruitment process for candidates with disabilities or special needs.