What are the responsibilities and job description for the Sr Research Program Manager, VOC position at Braintrust?
Job Description
W2 Engagement: the rate reflects a W2 engagement
Paypal Hubs preferred: Austin
This is a Sr. Research Program Manager position responsible for establishing and managing operations for the Experience Measurement team, a UX research team that leverages customer listening posts (e.g., intercept surveys, VoC feedback) and analysis of clickstream and behavioral data to improve the customer experience at PayPal. You'll be a strategic partner to researchers, applying your expertise to optimize processes and ultimately elevate the quality and impact of experience measurement within the organization.
Responsibilities
W2 Engagement: the rate reflects a W2 engagement
Paypal Hubs preferred: Austin
This is a Sr. Research Program Manager position responsible for establishing and managing operations for the Experience Measurement team, a UX research team that leverages customer listening posts (e.g., intercept surveys, VoC feedback) and analysis of clickstream and behavioral data to improve the customer experience at PayPal. You'll be a strategic partner to researchers, applying your expertise to optimize processes and ultimately elevate the quality and impact of experience measurement within the organization.
Responsibilities
- Identify areas for improvement in experience measurement workflows and processes, and lead initiatives to optimize efficiency and effectiveness.
- Develop and document clear protocols, standard operating procedures (SOPs), and best practices for project intake, governance, and execution.
- Coordinate with data engineering, data analytics, and information security teams to enable access to customer experience data across PayPal.
- Oversee the selection, implementation, and maintenance of measurement tools and technologies. This could include survey platforms, data analysis software, and project management tools.
- Establish the rhythm of our Experience Measurement reporting, providing cross-functional and senior leadership-level visibility and alignment on goals and milestones.
- Communicate operational metrics and insights to stakeholders.
- 10 years of UXR, Research Project/Program Management or Design Program Management experience, or CX Strategy - preferably in fast growing tech companies
- Fintech or eCommerce experience a plus
- Experience in managing and implementing experience measurement tools and technologies (e.g., in-product, email, and static surveys as well as listening tools and real time data dashboards).
- Track record of effective collaboration for customer listening post optimization across product, engineering, user experience, data science, data engineering, survey vendor teams, program managers, and more.
- Proven ability to maintain and groom experience measurement roadmaps and backlogs.
- Familiarity with program management tools such as JIRA and Asana, and prioritization processes that govern survey and customer listening roadmaps.
- Excellent cross-functional collaboration skills and ability to influence.
