Senior User Research Operations Manager

Product, Design, and Engineering

About you

• You’re passionate about people and are determined to provide our consumers who participate in our research studies with a great experience.
• You’re detail obsessed, insanely organized and love to create order out of chaos.
• You are a people person and love to interact with those from all different walks of life and provide them with a comfortable experience while they are participating in research with us.
• You are able to quickly adapt to changing conditions and requirements in an exciting innovative environment.
• You are great at handling and clarifying ambiguity.
• You quickly and efficiently get things done and ask the right questions when you hit a roadblock.
• You are great at managing multiple streams of work at once.
• You love connecting with people both in person and through digital media.
• You crave collaborating with innovative researchers, designers, strategists, marketers, product managers and engineers exploring the limits of educational content discovery, subscription and consumption experiences.

About this role 

As the Senior Research Operations Manager, you will build and maintain processes around high priority initiatives that enable the research team to scale and have more impact across the company.  You will partner strategically with the Head of Research, IC researchers, and stakeholders in marketing, product, design and other XFN teams around processes related to participant recruitment, agency and vendor management, and developing an effective ecosystem of research tools.

What you'll be doing

• Be the go-to person for recruiting of participants for user research at Udemy.  
• Manage the recruitment process of research participants for research studies happening at Udemy, consumer homes and offices, or other places consumers might enjoy interacting with Udemy.  
• Continually improve and perfect our recruiting efforts so we get the best participants possible for research.
• Manage a calendar and intake process for user research studies happening across Udemy.
• Make sure participants are taken care of while they are with us.
• Coordinate with research, design and product team members to make sure research studies progress smoothly.
• Liaison with our Legal and Privacy teams to ensure our recruiting process is compliant.
• Manage the relationship with our recruitment vendors to ensure a smooth process for us as well as for the people that are recruited for research.
• Manage the relationship with our remote research and design tool vendors, such as InVision, UserZoom, usertesting.com and others.
• Manage access to our research tools, consumer access, employee panel and large insider community so that we can quickly launch research studies.
• Maintain our Udemy research wiki and create an easily accessible research repository.
• Be a strong and vocal advocate for human centeredness.

What you’ll have

• 3+ years of relevant program or project management experience
• Experience building relationships with peers and leadership
• Experience working in a fast-paced environment that requires independent time management, task prioritization and flexibility
• Track record of operating independently, embracing ambiguity, demonstrating creativity, being detail-oriented, and delivering results in a highly organized manner
• Experience in problem-solving and resourcefulness with a detail-oriented approach and organizational skills

It's a bonus if you also have

• Experience in the UX research field and/or UX participant management
• Research methodology background
• Experience working in an operations role, managing research logistics
• Experience in administrative duties, recruiting office management, project management, process improvement customer service, related field, and/or Six Sigma Green Belt (focuses in VOC and Change Management)
• Experience onboarding vendors and maintaining agency/vendor relationships
• Experience in establishing program objectives, timelines, milestones, budget

We understand that not everyone will match each of the above qualifications. However, we also realize that everyone has unique experiences that can add value to our company. Even if you think your background might not perfectly align, we'd love to hear from you!

Life at Udemy

We aspire to be as vibrant and dynamic as the communities we serve, as inquisitive as those who use our platform, and as revolutionary as the future we strive to open for everyone. Here are some of the things we love about life at Udemy:

•  We’re invested in creating an inclusive environment that welcomes a diverse range of backgrounds and experiences. From creating employee resource groups, ensuring we’re a Fair Pay Workplace, and building a flexible work culture, our belonging, equity, diversity, and inclusion (BEDI) initiatives always put our people first. We want you to be able to bring your authentic self to work because when we all do, we’re better for it.
  
  
• Learning is what we do – inside and out. Our Learning & Development team is second to none, helping ensure your journey is one of continuous progression. You’ll also have unlimited access to Udemy courses, monthly UDays (meeting-free professional development days), and a generous annual professional development stipend.
  
  
• Our reason to exist is to revolutionize learning – that calls for taking risks and learning from failures. Whether it’s our hackathons (a company-wide effort to envision new possibilities for our product) or sharing our prototypes, we see experimentation as a crucial step on the path to success.
  
  
• We’re committed to creating world-class employee experiences and are proud of the recognition of this by Great Place to Work. 

Of course, the best thing about being part of Udemy is knowing your work makes a difference for people and organizations around the world. You’ve got the skills; why not use them to help others develop theirs?

At Udemy, we value diversity and inclusion and consider qualified applicants without regard to race, color, religion, sex, national origin, ancestry, age, genetic information, sexual orientation, gender identity, marital or family status, veteran status, medical condition, or disability. We will consider for employment qualified applicants with arrest and conviction records.

Udemy Mexico Benefits

Our benefits are designed to support you and your family with the protection and care you need, ensuring easy access to the right coverage when it matters most. Here’s a snapshot of the key benefits for full-time Udemates based in Mexico:

Core Benefits:

• Medical, Dental, and Vision Coverage: Includes maternity, private hospital, dental, and vision benefits for employees and eligible dependents.
• Life Insurance: 12x monthly base salary, with a Free Cover Limit of MXN 7.5 million.

Financial Benefits:

• Grocery Vouchers: Monthly vouchers valued at $2,200 MXN.
• Teleworking Allowance: $800 MXN monthly.
• Savings Fund: Both you and Udemy contribute 13% of your monthly salary, capped to 1.3 times the UMA value.
• Christmas Bonus: Equivalent to 30 days of your current salary.
• Vacation Bonus: 25% premium on your vacation days.

Time Off Benefits:

• Holidays: Udemy observes 12 public holidays in Mexico.
• Annual Leave: 12 days of annual leave per year.
• Sick Leave: 10 days of paid sick leave per year.
• Family Bonding: 12 weeks of maternity leave or partner leave for bonding after the birth or adoption of a child.
• Bereavement Leave: Up to 20 working days for the loss of a loved one.

Wellbeing Benefits:

• Maven (Reproductive Health): Unlimited virtual appointments and $25,000 lifetime benefit for fertility, adoption, and surrogacy.
• Modern Health (Therapy and Coaching): 10 sessions with therapists and 10 sessions with coaches per year.
• Origin (Financial Planning): Free access to Certified Financial Planners for you and your spouse.
• Workplace Options (EAP): 24/7 support for family, stress, caregiving, financial, and legal issues.

Additional Perks:

• Udemy Courses: Free and unlimited access to Udemy’s Marketplace and Udemy Business.
• Home Office Reimbursement: $500 one-time reimbursement and $35 monthly for work-from-home needs.

Information regarding data privacy is available within the Udemy Careers Privacy Notice.