UX Operations Program Specialist

theScore; Old Toronto; Hybrid; CAD 60,000 - 100,000; Full time

Job summary

An innovative gaming entertainment provider seeks a UX Operations Specialist/Lead to enhance design and research workflows. This dynamic role involves optimizing processes, managing resources, and fostering collaboration among cross-functional teams. You'll play a key part in improving user experience initiatives while working in a supportive and engaging environment. The company champions a culture of growth and creativity, offering opportunities for career progression and mentorship. If you're detail-oriented, proactive, and eager to make a significant impact in a fast-paced setting, this is the perfect opportunity for you.

Benefits

Competitive compensation package

Education and conference reimbursements

Parental leave top-up

Opportunities for career progression

Fun, relaxed work environment

Qualifications

• 2-4 years in design operations or related roles.
• Bachelor’s degree in Design, HCI, or Psychology preferred.
• Basic understanding of UX principles and research methods.

Responsibilities

• Manage vendor and tooling for design and research tools.
• Optimize design workflows and improve team collaboration.
• Assist in developing research processes and documentation.

Skills

Detail-oriented

Project management

Problem-solving

Communication skills

Organizational skills

Process improvement

Research methods

UX principles

Education

Bachelor’s degree in Design or related field

Equivalent experience in Human-Computer Interaction or Psychology

Tools

Figma

Jira/Confluence

Qualtrics

UserTesting

Google Analytics

Job description

Role Description

Our team is at the center of a rapidly growing industry. We are the largest, most innovative provider of gaming entertainment in North America. From ESPN BET, iCasino, to lifestyle content through theScore, we deliver the experiences people want, how and where they want them.

We are seeking a process-oriented and ambitious program and operations specialist capable of wearing many hats to join our Design Organization supporting both Design & Research Operations. As a UX Operations Specialist/Lead, you will play a pivotal role in evolving the ways our design and research teams operate and growing the culture of the UX team. You will enable designers, researchers, and product managers by improving workflows, optimizing processes, managing resources, enhancing team performance, and scaling our operations.

This role is remote-friendly and reports directly to the Senior Manager of Research Strategy & Operations.

Key Responsibilities

Note: 1 person will not be expected to own all the responsibilities listed below at one time; through prioritization and communities of practice, the focus of different initiatives will rotate.

UX Operations

• Tools & Vendor Management: Vendor and tooling management for design and mixed-method research tools, including onboarding tools through procurement, building training resources, and ongoing management.
• UX Programs: Own initiatives end-to-end that address UX operational gaps (People, Process, and Tools), leading internal discovery and crafting solutions to improve our existing UX programs.
• Budget & Scheduling: Assist with budget tracking for design and research activities, ensuring resource allocation aligns with project timelines and company goals.
• Cross-Functional Collaboration: Work closely with cross-functional partners including product designers, researchers, product managers, engineers, and various stakeholders to continuously evolve the way we work together.

Design Operations (DesignOps)

• Process Optimization: Collaborate with design teams to improve workflows, documentation, playbooks, and communication strategies, ensuring design processes are efficient, effective, and aligned with business goals.
• Collaboration & Communication: Help manage design operations logistics, organization of team-wide rituals, and performance tracking. Facilitate rituals, design thinking exercises, workshops, or presentations that cover complex concepts to technical and non-technical groups.

Research Operations (ResearchOps)

• Process Development & Research Enablement: Assist in developing and maintaining research processes, templates, and documentation to ensure consistent, high-quality outputs from research planning, participant recruitment, scheduling, data management, and incentives, including quality assurance support for research studies.
• Panel Management & Insights Repository: Support management of internal research panel, ensuring a healthy and robust database. Support the building and maintenance of our research repository, including input in optimizing our mechanisms for sharing research and conducting research with other teams to create a comprehensive source of insights.
• Compliance & Ethics: Build and consult on research best practices ensuring our documentation and processes comply with ethical standards, privacy regulations, and company policies, staying up to date on gaming industry & company PII protections and liaising with our gaming license internal partners.
• Research Advocacy: Support in educating stakeholders on the value of user research, supporting democratization and continuous discovery initiatives.

Qualifications

• 2-4 years of experience in design operations, research operations, program management, or a related role. Background in design, UX research, or project management is a plus.
• Bachelor’s degree or equivalent experience in Design, Human-Computer Interaction, Psychology, Business Administration, or a related field.
• Basic understanding of user experience (UX) principles and research methods.
• Familiarity with design, research, and collaboration tools (e.g., Figma, Loom, Qualtrics, UserTesting, Great Question, Playbook UX, Jira/Confluence, MS365).
• Knowledge of and appreciation for the Product Design Lifecycle; Design and Research lifecycle, allowing you to speak our team’s language with ease.
• Comfortable in a fast-paced work environment and managing responsibilities for multiple projects at any given time.

Skills

• You are detail-oriented, highly organized, proactive, curious, comfortable working autonomously, and empathetic.
• Strong problem-solving and critical thinking skills.
• Excellent written, verbal, interpersonal, and communication skills.
• Exceptional project management and organizational skills.
• Experience with process improvement, resource management, and workflow optimization.

Nice-to-Haves

• Varied background and transferable experiences.
• Familiarity with research ethics and best practices in participant recruitment, email marketing, CRM management, and other related fields.
• Comfortable leading workshops in tools such as Figjam (a plus if you are comfortable in Figma as well!).
• Knowledge of agile methodologies or product development processes.
• Familiarity with data analysis or visualization tools (e.g., Google Analytics, Tableau), design, and prototyping tools and technologies is a plus.

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.

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