Sr. Research Program Manager (PPALJP00011492)

WillHire; Austin (TX); Remote; USD 80,000 - 100,000; Full time

Job summary

An established industry player is seeking a Senior Research Program Manager to lead the Experience Measurement team. In this pivotal role, you will manage the implementation of customer experience measurement programs and collaborate with cross-functional teams to optimize processes. Your expertise in survey programs and data visualization will be essential in enhancing the customer experience. This innovative firm offers a remote work opportunity with flexible hours, allowing you to contribute to exciting projects that make a real impact. If you are passionate about research and program management, this role is perfect for you.

Benefits

Medical Insurance

Dental Insurance

Vision Insurance

401K Plan

Qualifications

• 8+ years of relevant experience in research and program management.
• Experience with survey programs and data visualization tools.

Responsibilities

• Manage implementation of CSAT/experience measurement programs.
• Develop protocols and best practices for project execution.

Skills

Research Program Management

Customer Experience Measurement

Collaboration Skills

Data Analysis

Survey Program Management

Process Optimization

Education

Bachelor's Degree

Tools

Qualtrics

JIRA

Asana

Data Visualization Software

Job description

Temporary work opportunities align well with people who are looking for career flexibility and less traditional ways of working, but at the same time are people driven to deliver amazing work in high-profile situations. Magnit Direct Source is a service offered by Magnit Global that provides top talent directly to industry leading clients who have a variety of flexible temporary assignments that unlock opportunities for exciting work. As a temporary contractor, you will be employed by our Direct Source partner, Magnit Global. Please note, this is a role with Magnit Global and you will not be a PayPal employee. This role is not eligible for any benefits under any benefit plan of PayPal, PayPal Affiliates, or their respective successors and assigns.

Location:
Remote, USA only - CST or EST 8am - 5pm hours

Responsibilities:

Managing implementation of CSAT/experience measurement program for consumer, XO, and merchant portfolios.

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.

• 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.

Basic Qualifications:

• 8+ years of relevant experience (combined research and program management)
• Experience with survey programs, Qualtrics, and data visualization.
• Bachelor's degree or higher required.

Other Qualifications:

• 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.

This is the pay range that Magnit reasonably expects to pay for this position: $69.00/hour-$91.00/hour

Benefits:
Medical, Dental, Vision, 401K