Research Operations Specialist

About Sinch

Sinch is pioneering the way the world communicates. More than 150,000 businesses — including Google, Uber, Paypal, Visa, Tinder, and many others — rely on Sinch’s Customer Communications Cloud to power engaging customer experiences through mobile messaging, voice, and email.

Whether you need to verify users or craft omnichannel campaigns, Sinch makes it easy. Our AI-infused Super Network, APIs, and applications ensure you can connect with your customers reliably and securely, at every step of their journey.

At Sinch we “Dream Big”, “Win Together”, “Keep it simple”, and “Make it Happen”. These values are our foundation!

About the Role

We are seeking a Research Operations Specialist to lead and optimize research processes, enabling our teams to conduct impactful and scalable research. You will play a pivotal role in building and maintaining systems that support UX Research (UXR), democratized research programs, participant recruitment, research tooling, and knowledge management.

Work closely with UX Researchers, Designers, Product Managers, and collaborators to improve research processes. This role reports to the director of Voice of the Customer within the Product Design organization.

Requirements

Scaling Research Operations

• Develop and maintain research processes, playbooks, and standard methodologies to support a growing UXR function.
• Optimize the research repository, implementing taxonomies and tagging strategies to improve insight accessibility.
• Streamline the participant recruitment process, including panel management, consent tracking, incentive distribution, and legal compliance.
• Manage and maintain research tools and platforms, including vendor selection, procurement, onboarding, and training.
• Collaborate with cross-functional teams (Marketing, Data Science, Business Intelligence) to centralize research insights across the organization.

Democratization & Research Enablement

• Design and implement research democratization programs, empowering product teams to conduct responsible, high-quality research.
• Provide consultation, office hours, and mentorship for non-researchers conducting studies.
• Establish quality assurance frameworks to maintain research integrity across teams.

Knowledge Management & Insights Distribution

• Improve research knowledge-sharing by developing repositories, documentation, and standardized templates.
• Partner with research and product teams to amplify key insights and integrate them into decision-making workflows.
• Drive initiatives to showcase the impact of research, developing case studies and reports for leadership and collaborators.

Qualifications & Experience

• Proven experience in Research Operations, UX Research, Program Management, or a related field.
• Deep understanding of UX Research methodologies, processes, and the research lifecycle.
• Strong project management skills with the ability to drive multiple initiatives simultaneously.
• Experience managing research participant databases, recruitment pipelines, and consent workflows.
• Proficiency with research repositories, CRM systems, and participant management tools.
• Ability to effectively communicate the value of research across teams and promote the adoption of standard methodologies.
• Experience with vendor management, contracts, and budgeting related to research tools and services.
• Excellent interpersonal and communication skills to collaborate across fields and leadership levels.

Bonus Qualifications

• Experience working in highly regulated industries (e.g., gaming, fintech, healthcare).
• Background in human-centered design, psychology, HCI, or business strategy.

Benefits

Our Values

At Sinch we “Dream Big”, “Win Together”, “Keep it simple” and “Make it Happen”. These values are our foundation for fostering an environment where diversity of thinking, skills and experiences are embraced, delivering innovation and better business results.

Bring your authentic self to Sinch

Here at Sinch we embrace diversity and work to create an inclusive workplace where everyone can thrive. No matter who you are, you'll be able to explore new career and growth options - sharing your voice, building your path and making it happen with us.

We’re proud to be an equal opportunity employer, and all qualified applicants will be considered to join our team regardless of race, color, religion, creed, gender, national origin, age, disability, veteran status, marital status, pregnancy, sex, gender expression or identity, sexual orientation, citizenship, or any other legally protected class.