Senior Program Manager - UX Research Operations

Why PlayStation?

PlayStation isn’t just the Best Place to Play — it’s also the Best Place to Work. Today, we’re recognized as a global leader in entertainment producing The PlayStation family of products and services including PlayStation®5, PlayStation®4, PlayStation®VR, PlayStation®Plus, acclaimed PlayStation software titles from PlayStation Studios, and more.

PlayStation also strives to create an inclusive environment that empowers employees and embraces diversity. We welcome and encourage everyone who has a passion and curiosity for innovation, technology, and play to explore our open positions and join our growing global team.

The PlayStation brand falls under Sony Interactive Entertainment, a wholly-owned subsidiary of Sony Corporation.

Senior Program Manager - UX Research Operations

San Francisco, CA

This is a fantastic opportunity to join the PlayStation Platform UX Research Team and become a key player in supporting the product and design strategy of PlayStation’s platforms and services! In this role, you will be managing programs and operations for a broad range of research efforts in collaboration with researchers, designers, product managers, engineers, and other partners. As a Program Manager of Research Operations (ResearchOps), you will enable the research team to do their best work, through the orchestration & optimization of people, processes, tools, and craft. You will scale and drive ResearchOps to enable the team to be more efficient, productive, and optimized, covering governance, knowledge management, tools, competencies, advocacy, and participant management.

Role & Responsibilities:

• Manage sophisticated research programs/projects using ResearchOps standards and methodologies. Align resources, timelines, prioritization, and results to meet project objectives.
• Work closely with researchers & leaders to create roadmaps, establish metrics, track performance, deliver programs & initiatives, ensure the vision and strategy are optimally accomplished, clearly communicate status, and ensure that project timelines are adhered to.
• Set strategy and implement ResearchOps governance - ensure compliance with company & industry standards. Coordinate efforts with governance functions (legal, InfoSec, etc.)
• Drive collaboration and coordinate alignment with cross-functional partners. Identify risks and devise mitigation plans.
• Manage inbound research requests, prioritizing projects, and coordinating logistics for research studies.
• Own knowledge management and information sharing, curate repository of past research and insights, and ensure a wide reach of research outputs across the company.
• Manage vendors, research partners, platforms, participant recruiters. this includes contracts, budget, subscriptions, quality control and project delivery.
• Manage, and scale research tools and platforms including research labs, streaming systems, online platforms, project tracking and reporting, etc.
• Exhibit leadership by advocating standards, anticipating future problems and issues, continuously improve tools and processes to cultivate a fun, positive, and solution-focused culture. Lead and mentor junior coordinators and producers.

Experience:

• 5 to 8 years of program management experience working with cross-functional data, UX research and/or design teams.
• proven experience in managing UX research programs and projects, working with research leads across multiple methods spanning qualitative and quantitative projects.
• Deep understanding of the UX research process, including recruitment, participant management, governance, and knowledge management, ensuring efficient and effective research operations.
• Strong track record of cross-functional coordination across a wide variety of teams and functional areas, a demonstrated ability to lead through tact and relationship-building.
• Impeccable verbal & written communication skills, both vertically and horizontally in a large organization, excelling in conflict resolution and persuasion.
• Experienced in and passionate about process design, project planning, and program management of research tools, labs, and platforms.
• A motivated self-starter with a strong bias to action, ability to adapt to a fast-paced environment, exhibiting attention to detail, the ability to make timely decisions, and an innovation spirit.
• Comfortable working with the Atlassian Suite (JIRA, Confluence), Google Suite, MS Office 360, Figma.
• Background in research and/or strategy, and experience working in the media technology and games industry, highly desirable.

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