The Score

UX Research Operations Lead

3 month ago

Job Description

If you're passionate and excited to work at a product company in the sports media and gaming space, we want to work with you! We are seeking a UX Research Operations Lead to join our Design Operations team. You will partner directly with UX Research (UXR) leadership and researchers to establish research best practices, streamline and scale research programs and tooling, and amplify the impact of the UXR team across the organization. Youโ€™ll bring exceptional project management skills to the team, along with a deep understanding and passion for user research and its methodologies. This role is remote-friendly and reports directly to the Manager of Design Operations.

About the work

  • Establish, socialize, and maintain research processes across the UXR team and broader Product org.
  • Oversee ongoing discovery, evaluation, implementation, and management of UX Research tools and contracts, not limited to but including: recruitment/participant management, data collection tools for moderated and unmoderated methodologies, analysis and repository tools, etc.
  • Streamline the research participant management process for our researchers, including optimizing our existing recruitment pathways, exploring the addition of new recruitment channels, liaising with our recruitment partners (CRM, marketing, data analytics, etc.), managing our 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.
  • Help to develop case studies demonstrating the value and impact of UXR across the organization, up-leveling the orgโ€™s understanding and maturity with UXR/human insights.
  • Keep the UXR team organized via effective knowledge management, updating and streamlining the UXR teamโ€™s documentation, playbooks, and template libraries.
  • Manage budget for the UX Research team, including tooling, travel, and participant incentives.
  • 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.

About you

  • 5+ years of relevant experience in UX ResearchOps, Program Management, and UX Research.
  • A deep 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.
  • Deep experience with change management best practices.
  • Excellent interpersonal and presentation skills; equally at ease speaking with teams or executives across the organization, educating about UX research and advocating for UX as a whole.
  • Experience with mixed-method research platforms.
  • Experience with CRM and participant management platforms.

What We Offer

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

About The Score


theScore, a wholly-owned subsidiary of PENN Entertainment , empowers millions of sports fans through its digital media and sports betting products. Its media app โ€˜theScoreโ€™ is one of the most popular in North America, delivering fans highly personalized live scores, news, stats, and betting information from their favorite teams, leagues, and players. theScoreโ€™s sports betting app โ€˜theScore Bet Sportsbook & Casinoโ€™ delivers an immersive and holistic mobile sports betting and iCasino experience. theScore Bet is currently live in the Company's home province of Ontario. theScore also creates and distributes innovative digital content through its web, social and esports platforms.

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