Senior Operations Specialist

Summary

Join Highlight, the first and only end-to-end agile product testing platform, as a Research Operations Manager to execute custom research tasks, manage project recruits, program surveys, and automate project workflows.

Requirements

• 2-3 years of experience in recruiting and fielding management, with exposure to project operations, automation, and survey programming
• Proficiency in Alchemer, Typeform, or similar survey tools; capable of programming complex surveys with custom logic and design
• Ability to clearly communicate product features to non-technical audiences
• Strong attention to detail, with the ability to prioritize tasks and meet deadlines
• Experience working with project management tools (such as ClickUp) and support platforms (such as Freshdesk)

Responsibilities

• Execute custom and complex research tasks touching all customer segments (emerging, mid-market, enterprise)
• Manage all project recruits
• Program surveys using Alchemer, Typeform, or other survey tools
• Set up the logistical components required to meet customer requirements
• Automate project workflows, streamlining processes, and scaling Highlight’s support team
• Collaborate closely with cross-functional teams to problem solve, answer support Freshdesk tickets, and work with Engineering and Product teams to automate project tasks
• Automate project workflows, moving project management responsibilities into a round-robin support team via ClickUp (our project management tool)
• Oversee the system's effectiveness and continuously improve and evolve based on needs of our internal teams and external customers
• Program and deploy surveys using Alchemer, Typeform, or other survey vendors
• Design complex survey logic and customizations to meet specific project and customer needs
• Manage complex recruiting efforts, ensuring steady progress, high-quality recruits, and effective solutions to any challenges encountered
• Respond to and manage support tickets in Freshdesk, addressing project-related inquiries and escalating issues as needed
• Work closely with internal teams to fit complex projects into Highlight’s software, by digging deep to understand the blockers at hand and leveraging creative solutions to resolve
• Enforce standard operating procedures to ensure consistency and efficiency across all projects
• Uncover opportunities to bring additional standardization into our process
• Partner with Enablement/Research and advocate for software feature enhancements to improve project operations that ultimately lead to higher data quality and improved on-time delivery of results to customers
• Identify root causes of project issues, develop alternative solutions, implement action plans, and communicate updates to project teams and vendors

Benefits

$75,000 - $93,000 a year