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User Experience (UX) Research Operations Specialist, Uber Freight

Design, Design in San Francisco, California

About the Role

Uber is changing the way the world moves. Our UX Research team is leading these changes by uncovering what matters most to our users and informing how we can design and build products and services that add value to people's lives.

The UX Research Operations team collaborates with researchers to support their study goals and organize the planning and execution of UX research projects. Our core objectives are to provide high quality and reliable research participants; create thoughtful, targeted and effective communication; and develop the operational infrastructure to support a growing international research team.

The ideal candidate is an extremely organized self-starter with a keen eye for detail and strong project management capabilities. You have the ability to quickly assess and act on research requests, and an affinity toward optimizing processes to increase output, coupled with knowledge of the UX design process and participant recruitment tactics and strategies.

What You'll Do

  • Source, screen and schedule participants for research studies (domestic and international) in order to test new features and products, ensuring exceptional sampling and participant quality
  • Advise researchers in crafting research studies, taking care to understand the research goals, constraints, and country-specific considerations in order to find the best possible research participants
  • Source and evaluate research vendors when needed. Interface with legal, security and procurement teams to onboard and pay vendors, including writing statements of work and negotiating business terms and budget
  • Create thoughtful, targeted, effective written communication for high volume and high visibility survey sends, and recruiting efforts. Ensure that all sourcing and messaging is done in compliance with Uber policies, and with close coordination and buy-in from appropriate partner teams
  • Experiment with new tools, processes, and techniques to improve the work produced by you and your peers. Continuously propose new ideas and tools for improving workflow & efficiency
  • Manage the pipeline of inbound research requests from various teams across the organization. Prioritize new and ongoing projects, and quickly react to real-time changes
  • Coordinate study logistics for onsite and remote participant research studies including: facility scheduling, A/V equipment management and distribution of incentives, and coordination with international partner teams
  • Document and share lessons learned - develop and maintain team resources including team website, training materials, best practices, playbooks, and commonly used resources
  • Track the effectiveness of screener/surveys and collect metrics about opens, responses and show rate successes and failures to ensure we're continually improving our tactics
  • Track and organize team expenses, budgets, and reports.
  • Onboard and mentor new team members

What You'll Need

  • Minimum of 4 Years of Experience - including experience in Research Operations
  • Work experience coordinating multiple fast moving projects of varying levels of complexity concurrently; working across diverse timezones and cultures.
  • Work experience in a research setting supporting in-person data collection or customer ­facing work in the tech industry, for domestic and international studies
  • Work experience in the Freight industry a big plus
  • Familiarity with the UX product development process and UX research methods. Enjoys working closely with researchers and designers
  • Strong stakeholder management and collaborative abilities - Communicates early and often; able to take shifting priorities and timelines in stride and manage change effectively
  • Creative, analytical, and methodical in approach to problem solving - able to identify problems other missed, make reasoned decisions with imperfect or ambiguous information, and be proactive in identifying the best path forward
  • Self driven initiative and expert time management skills - tackle assignments head on, able to juggle multiple simultaneous requests at exceptional speeds, while paying close attention to the details, and without losing sight of the highest priority items.
  • Process and efficiency guru - Passion for and expert in planning, tracking, organizing logistics, and documentation.
  • Great attention to detail and commitment to quality. Consistently delivers thoughtful, high quality output.
  • Excellent communication skills--you can quickly establish an easy rapport with a wide variety of people through both speaking and writing.
  • Experience with SQL is a plus
  • Well versed in survey software, such as Qualtrics, Survey Monkey or Typeform, and experience with relevant project management tools, such as JIRA, Basecamp, Smartsheet, Asana, etc is a plus
  • End to end vendor onboarding and management experience
  • A keen interest in technology products and how they are designed, exploring new technology trends, and adopting new tools, software, and equipment.

About the Team

The UX Research Operations team collaborates with researchers to support their study goals and organize the planning and execution of UX research projects. Our core objectives are to provide high quality and reliable research participants; create thoughtful, targeted and effective communication; and develop the operational infrastructure to support a growing international research team.

Uber Freight connects truck drivers and shippers, much like the way the Uber connects riders and drivers. We are a team of sharp, entrepreneurial individuals who are redefining the movement of things around the world. Beneath our apps is a growing platform for transportation logistics, that enables fluid interactions among drivers, shippers and businesses. We're also here for personal reasons. We want to turn this risk averse industry into a robust network of opportunity, transparency and trust. We want to help the hard working truck drivers and carriers to thrive.

At Uber, we ignite opportunity by setting the world in motion. We take on big problems to help drivers, riders, delivery partners, and eaters get moving in more than 600 cities around the world.

We welcome people from all backgrounds who seek the opportunity to help build a future where everyone and everything can move independently. If you have the curiosity, passion, and collaborative spirit, work with us, and let's move the world forward, together.