CMI Research Operations Manager
12 Month Contract
100% Remote EST
Job Overview:
This role will serve as day-to-day support for the Customer & Market Insights' team. With
guidance and support from the CMI Research Operations Manager, the highest priorities for
this role include support of ad-hoc customer and market research needs (i.e. recruitment,
scheduling, compensation), assistance with planning and management of internal customer
research programs (i.e. Customer Panels, Customer Advisory Board), development and
execution of project and program socialization strategies (i.e. team newsletter, public research
calendar, year-in-reviews, biweekly knowledge share). On top of this role, this role will align
with operations counterparts in CX Insights (i.e. Voice of Customer, Experience Research) to
help optimize processes and ensure a seamless, stream-lined experience for our teams, as well
as Mailchimp's customers and prospects.
What you'll do here:

• Manage logistics for customer & market research, including participant recruitment,screening, scheduling, consent, compensation, transcription and other customer-facing communications, as well assist in survey testing, programing, and sending.
• Support efforts to keep teams across the org customer-obsessed through assistance, management, and internal socialization of Research Tag Alongs, Customer Panels,
• Customer Advisory Board, etc.
• Support socialization of team insights and deliverables by helping coordinate team newsletter and year-in-review, as well as identify new internal socialization opportunities.
• Manage and serve as point-of-contact for self-service tools (i.e. Qualtrics XMD, KLC), as well as maintain repository and organization of research artifacts through EnjoyHQ, Drive.
• Assist with efforts to streamline new hire processes, including management of customer research overviews with new hires.
• Coordinate with our research vendors (i.e. external recruiting agencies and secondary market research suppliers) and research tools (i.e.scheduling and conferencing software).
• Contribute and help maintain a CRM of research participants to support various research requests.
• Identify and communicate any process issues, and provide feedback to improve efficiency and efficacy of operations programs.
• Align with other Operations teams (Strategy, CX, Product, etc).

Skills Required:

• Excellent communicator, particularly in writing, over Zoom, and in-person (you'll be managing many customer, partner and prospect communications)
• Proactive self-starter, able to identify gaps and opportunities to create more efficient processes
• Reliable, with a high level of follow-through—you must be able to time manage accordingly to complete projects and meet due dates with little oversight
• Able to balance a number of activities/requests and pivot as needed from one task to another as priorities shift
• Solid collaboration skills—you'll be working with all of the researchers on our team
• Exceptionally organized and detail-oriented
• A willingness to establish a baseline understanding of customer and market research, and Mailchimp's overall corporate strategy
• Previous research and/or operations experience a plus
• Previous Looker, Qualtrics, and Mailchimp platform experience a plus