UX Operations Program Specialist

Summary

Join PENN Entertainment's digital team as a Research Operations Program Specialist and contribute to the scaling and enabling of research across the organization. Partner with UX Research leadership and researchers to establish best practices, streamline research programs, and amplify research impact. You will manage research processes, participant management, consent templates, and the UX Research repository. Optimize research insights analysis and sharing, support research democratization programs, and develop case studies showcasing UXR value. Maintain team organization through knowledge management and partner with UXR managers on people-focused programs. This role requires experience in Research Operations, Program Management, or UX Research, along with a Bachelor's degree or equivalent.

Requirements

• 2-4 years experience in Research Operations, Program Management or UX Research roles
• Bachelor’s degree or equivalent experience in Psychology, Human-Computer Interaction, Business Administration, or a related field
• An understanding of the research lifecycle, and experience working with UX Research teams across multiple research methods and activities, spanning both qualitative and quantitative disciplines
• Experience defining UX Research workflows such as user recruitment and scheduling, participant management, vendor and tool management, policy and legal governance, and research repository management
• Experience with vendor management and research tool procurement, onboarding, contracts, and budgeting
• Experience developing and maintaining team resources and communications, including templates, playbooks, documentation, and training materials
• Exceptional project management and organizational skills
• Experience with change management best practices
• Excellent interpersonal, communication and presentation skills; at ease speaking with teams across the organization, educating about UX research
• Experience with mixed-method research platforms
• Experience with CRM and participant management platforms
• Comfortable with fast-paced work environment and managing responsibilities for multiple projects at any given time

Responsibilities

• Support with the creation, maintenance and socialization of research processes across the UXR team and broader Product org
• Streamline the research participant management process for our researchers, support with building a research participant panel, exploring the addition of new recruitment channels, monitoring the health of the participant database, and owning our research incentive guidelines
• Manage our participant consent template library, staying up-to-date on gaming industry & company PII-protections, creating and socializing data privacy protocols, liaising with our gaming license internal partners, and coordinating with legal to maintain our study terms and conditions
• Maintain and improve processes for updating and managing the UX Research repository, including establishing a tagging taxonomy and other mechanisms to improve usability and adoption
• Optimize our process and mechanisms of analyzing, synthesizing, and sharing research insights, coordinating with other teams conducting research (e.g. marketing or business intelligence) in order to create a comprehensive source of insights
• Support with the creation, rollout and maintenance of research democratization and continuous discovery programs. Including consulting with PWDR’s on ongoing research, and quality assurance support for research studies
• Help to develop case studies demonstrating the value and impact of UXR across the organization, up-leveling the org’s understanding and maturity with UXR/human insights
• Keep the UXR team organized via effective knowledge management, updating and streamlining the UXR team’s documentation, playbooks, and template libraries
• Partner with UXR managers on people-focused programs, such as identifying UXR professional-development and mentorship opportunities, optimizing the UXR onboarding experience, and so on
• Assist with management of our research team’s tech stack. inclusive of evaluating tools, onboarding through procurement, implementation, building training resources and ongoing management

Benefits

• Competitive compensation package
• Fun, relaxed work environment
• Education and conference reimbursements
• Parental leave top up
• Opportunities for career progression and mentoring others