Consumer Operations Associate

Description:

At Curion, We Connect Brands to People. Our expertise and passionate pursuit of insights enable our clients to make informed decisions that drive meaningful impact. Our vision? Advancing the way brands connect to people to build a better future. Our core values: Integrity, Resiliency, Accountability, Curiosity, and Collaboration.

Role Overview

The Consumer Operations Associate is a key member of the support ecosystem, serving as the primary point of contact for complex panelist inquiries and disputes. This role bridges the gap between front-line support agents and project management teams to ensure a seamless experience for our research participants. You will be responsible for resolving high-priority escalations, providing real-time guidance to support staff, and ensuring the operational success of specific research methodologies, such as Home Use Tests (HUTs).

Key Responsibilities

• Dispute Resolution & Escalation Management
• Act as the final point of contact for panelist disputes regarding incentive fulfillment, account status, or participation eligibility.
• Investigate and resolve complex consumer complaints with a focus on fairness, speed, and brand reputation.
• Analyze escalation trends to identify root causes and propose long-term process improvements.
• Support Strategy & Guidance
• Provide day-to-day mentorship and "desk-side" support for general agents, helping them navigate difficult conversations with panelists.
• Draft and maintain standardized response templates and Knowledge Base articles to ensure consistent communication across the team.
• Conduct quality audits on panelist interactions to maintain high service standards.
• Project Liaison & Operations
• Collaborate directly with Project Managers to address operational hurdles for active studies, specifically focused on Home Use Tests (HUTs) and longitudinal research.
• Monitor the logistical health of HUTs, ensuring panelists receive materials on time and troubleshooting any shipping or reporting errors.
• Work cross-functionally to resolve project-specific issues that impact the panelist experience.
• Process Improvement
• Liaise between the consumer panel and the project team to provide feedback on survey design or technical friction points.
• Maintain documentation for escalation workflows and standard operating procedures (SOPs).
  
  

Qualifications

• Experience: 1–2 years in customer success, panel support, or a market research environment.
• Communication: Exceptional written and verbal communication skills; ability to de-escalate tense situations with empathy and clarity.
• Problem-Solving: Strong analytical skills with the ability to "connect the dots" between technical issues and consumer impact.
• Organization: Proven ability to manage multiple projects simultaneously, particularly logistical tasks like mailers or product testing tracking.
• Tools: Familiarity with helpdesk software (e.g., Zendesk), project management tools (e.g., Asana), and Excel.
  
  

Success Metrics

• Resolution Time: Maintaining a swift turnaround for escalated disputes.
• Agent Proficiency: Improving the "First Response Resolution" rate of general agents through better guidance and templates.
• Project Health: Minimizing panelist churn or complaints during complex Home Use Tests.
  
  

For Curion’s Consumer Operations Associate Position, We Offer a Starting Salary Pay Range Of $45,000-$55,000 Plus Bonus Eligibility Based On The Qualifications And Experience Of Each Individual. Curion Offers a Benefits Package For This Position Which Includes:

• 401(k) retirement account with company match
• Health, dental, vision, basic life, short and long-term disability, accident insurance, critical insurance, pet insurance, and more.
• Paid time off (PTO)
• Company paid holidays
  
  

Curion is committed to equal opportunity in the terms and conditions of employment for all employees and job applicants without regard to race, color, religion, sex, sexual orientation, age, gender identity or gender expression, national origin, disability or veteran status.

About The Company

Curion specializes in delivering impactful insights to the world's top CPG companies, helping them develop winning, repeatedly purchased products. Curion’s deep data-driven product insights, sensory expertise, and state-of-the-art consumer centers enable them to uncover responses to critical client objectives. With over five decades of experience in the product testing industry, Curion is dedicated to guiding clients with their proprietary Product Experience and Performance (PXP™) platform, connecting brands to consumers at every step.

As an innovator in the industry, Curion recently developed a groundbreaking benchmarking product testing method, the Curion Score™, which has become a trusted and sought after tool within the industry. As one of the largest product and consumer insights companies in the U.S., Curion has built a reputation for excellence and trust among the world's leading consumer brands. Curion’s commitment to innovation and expertise, coupled with a passion for delivering actionable insights, makes Curion a valuable partner for companies looking to develop and launch successful products.