Research Operations Specialist

ABOUT THE ROLE

Peloton is seeking a Research Operations Specialist to support the innovation, iteration, and optimization of our Bike, Tread, Row and Apps. This role will work directly with the User Research team to facilitate research projects and programs. The role sits on the Product Strategy User Research team and reports to a User Researcher Director.

YOUR DAILY IMPACT AT PELOTON

The following are responsibilities for a Research Operations Specialist, with the opportunity to define and grow areas of focus or specialty.

Participant recruitment and research operations:

• Support User Researchers at Peloton by coordinating participants, logistics, facilities, and tools for a variety of user research methodologies including qualitative usability studies (remote and in-person, moderated and unmoderated), surveys, focus groups and in-home interviews
• Manage direct communication with participants, including member outreach, scheduling, study preparation (ensuring participants understand what will be asked of them and signing any documents regarding disclosure, consent, release and waiver), and incentive delivery. Ensure members have a positive experience with Peloton.
• Work with the Product Analytics team to source appropriate research participants (as defined in the User Researcher’s plan) from our user database and other third-party sources based on behavioral and demographic data.
• Work between the User Research and Member Experience teams to coordinate member outreach to potential study participants.
• Support User Research team at Peloton by sending out research related communications, organizing all previous research and upcoming research in a central database, and building collaborative relationships with other insights teams.
• Support the User Research team in maintaining a comprehensive database of past research projects.
• Define and manage streamlined and standardized processes that the team can follow to successfully prepare for studies.
• Manage and maintain tools, equipment, and software licenses for the wider research team (and seek out and onboard new options when applicable).
• Standardize participant recruitment by proactively developing and managing the health of a screener database, participant panels and tools / vendors to meet accessibility best practices.
• Onboard new vendors selected by the research team and manage existing relationships to ensure the team is set up for success.
• Regularly work with legal and other relevant teams to define and document guidelines for participant and business protection globally.
• Create and manage standardized processes and communications to ensure that we are conducting research in an ethical manner.
• Oversee all research study related budgets and manage timely tracking and payments.
• Confidently speak to our tools and can create trainings and standardized documentation of how-tos for each and ensure the team is getting value in each.
• Understand the value of user research to the organization and have a perspective on the various research methodologies that the team utilizes.
• Engage communities and build additional communities as necessary for on-demand and ongoing research efforts.
• Proactively work with research leadership to plan strategy and content for team events 

WHAT YOU BRING TO PELOTON

• Show creativity and initiative for identifying new ways for sourcing participants, internally and externally 
• Enjoy and excel at communicating regularly with a variety of different research participants from various backgrounds
• Expertise in managing relationships, including team members, stakeholders, consultants, and vendors, to ensure that research team can be supported with various needs that arise
• Strong attention to detail and adept at organizing information
• Define & optimize processes and act on prioritized opportunities based on the research team's needs
• Coordinate multiple simultaneous projects on different timelines
• Dependable; follow through and stay on top of things without direction
• Passionate about user research, user centered design, customer service, and fostering a positive Member experience
• Flexible and adaptable around unexpected changes to plan and process
• Proactively address issues and solve problems that might come up in the logistical planning and execution of a research plan
• Create standards to manage your work that others on the team can follow and have the ability to pivot and reprioritize initiatives when needed
• Able to forecast time and effort, have a perspective on resourcing, and raise any concerns related to bandwidth
• Set the bar high and serve as a mentor to others on the team, c