Senior Research Operations Manager

The Rock Family of Companies is made up of nearly 100 separate businesses spanning fintech, sports, entertainment, real estate, startups and more. We’re united by our culture – a drive to find a better way that fuels our commitment to our clients, our community and our team members. We believe in and build inclusive workplaces, where every voice is heard and diverse perspectives are welcomed. Working for a company in the Family is about more than just a job – it’s about having the opportunity to become the best version of yourself.

As a Senior Research Operations Manager, you’ll reduce barriers to obtaining insights about user behavior and maintain a high level of practice among Design Researchers and Customer Experience Analysts through training, mentorship and standards. You’ll ensure that digital product teams make the most of the user insights the research team generates by curating those insights and ensuring that they remain accessible. You’ll build the Research Operations practice through mentorship and advocacy.

About the Role

• Create, manage and maintain a pool of potential research participants across multiple segments
• Create and manage panels of research participants to support a regular cadence of generative and evaluative research for all our products
• Develop, curate and lead governance for a repository of design and market research insights
• Establish and evolve processes that make it easier for product teams to integrate research into their day-to-day work
• Establish and evolve processes that ensure quality and appropriate rigor in our research practice
• Plan, execute, and maintain research democratization efforts
• Manage various research tools
• Establish and maintain research best practices and templates
• Facilitate training and skills development across the UX research team
• Mentor and support researchers who are newer to the field

About You

Minimum Qualifications

• 5 years of experience in research operations, user research and/or similar field
• Bachelor’s degree in user experience design, psychology, human-computer interaction (HCI), human factors, sociology, anthropology or other related field or equivalent work experience
• Demonstrated experience using the human-centered design (HCD) process to help meet business goals
• Demonstrated ability in scoping and planning research projects
• Demonstrated ability in facilitating generative and/or evaluative research methods
• Demonstrated ability in coaching, mentoring and/or training design researchers
• Demonstrated ability in effective professional communications
• Demonstrated ability to manage multiple complex efforts simultaneously
• Demonstrated ability in working with Agile environments
• Demonstrated ability in using and/or administering remote research tools
• Demonstrated ability in managing research participant pools and/or panels

Preferred Qualifications

• 3+ years of experience maintaining research insights repositories
• Demonstrated experience with research democratization
• Demonstrated ability leading projects through inception to completion using project management methodologies
• Demonstrated experience in Program Management

What You’ll Get

Our team members fuel our strategy, innovation and growth, so we ensure the health and well-being of not just you, but your family, too! We go above and beyond to give you the support you need on an individual level and offer all sorts of ways to help you live your best life. We are proud to offer eligible team members perks and health benefits that will help you have peace of mind. Simply put: We’ve got your back. Check out our full list of Benefits and Perks.

About Us

Rocket Mortgage® was founded in 1985. Today, we’re a Detroit-based, publicly traded company with a mission to Help Everyone Home. At Rocket Mortgage, we believe that home is more than the house you live in. Our wide variety of home loan options, tools and resources empower our clients to achieve their homeownership dreams. We’re known as experts in the mortgage industry, but we’re also innovators – we strive to create the best experiences for our clients from beginning to end. And we’re not your typical employer. We’re insistently different in how we look at the world and are committed to an inclusive workplace where every voice is heard. Apply today to join a team that offers career growth, amazing benefits and the chance to work with leading industry professionals.

This job description is an outline of the primary responsibilities