Director, UX Research Systems

📍 Job Overview

Job Title: Director, UX Research Systems

Company: eBay

Location: Toronto, Ontario, Canada

Job Type: Full time

Category: Operations (UX Research Systems & Operations)

Date Posted: 2026-08-21

Experience Level: 15+ years

🚀 Role Summary

• Lead the strategic vision and long-term roadmap for eBay's User Experience (UX) Research Systems and Operations.

• Drive the modernization of research infrastructure and operating models to enable enterprise-scale customer insights.

• Spearhead AI-enabled research transformation initiatives to automate workflows and enhance operational efficiency.

• Build and scale robust participant recruitment and customer panel management capabilities globally.

• Establish and optimize operational excellence in customer research processes, systems, and frameworks.

📝 Enhancement Note: This role is positioned as a strategic leadership opportunity within eBay's Design organization, focusing on the foundational infrastructure and operational scalability of UX Research. The emphasis on "Systems" and "Operations" indicates a need for deep expertise in building and managing the processes, platforms, and tools that enable research at an enterprise level, rather than direct execution of research studies. The "Director" title and emphasis on executive influence suggest a senior role with significant impact on how eBay understands and interacts with its customers.

📈 Primary Responsibilities

• Define and execute a multi-year vision for eBay's UX Research infrastructure, transforming it into a scalable, technology-enabled platform.

• Modernize research operations to streamline participant recruitment, study management, incentive programs, compliance, and knowledge management.

• Drive the adoption of AI and automation within research workflows to improve operational efficiency, data quality, and insight generation speed.

• Develop and scale enterprise-wide participant and panel management capabilities, ensuring strong governance, privacy, and compliance.

• Establish and continuously optimize operational excellence for customer research through scalable platforms, systems, and frameworks.

• Influence and align senior leadership across Design, Product, Engineering, Legal, Privacy, and Insights to drive organizational change and secure investment for research infrastructure initiatives.

• Partner with Global Consumer Insights to enhance customer panel health and participant engagement.

• Ensure seamless integration of research operations with broader customer insights and product development lifecycles.

• Oversee vendor management related to research operations tools and services.

📝 Enhancement Note: The responsibilities highlight a strong focus on strategic planning, system design, operational efficiency, and cross-functional leadership. This role is about building the "engine" for research, not just driving the car. Key areas of focus include scalability, automation, AI integration, and enterprise-wide impact, requiring a blend of technical acumen, strategic foresight, and strong stakeholder management skills.

🎓 Skills & Qualifications

Education: While not explicitly stated, a Bachelor's or Master's degree in a relevant field such as Human-Computer Interaction, Psychology, Sociology, Business Administration, or a related discipline is typically expected for a Director-level role in this area.

Experience: 15+ years of progressive leadership experience in UX Research Operations, Research Systems, Customer Insights infrastructure, or related enterprise platform transformations.

Required Skills:

• Proven track record of delivering measurable gains in speed, scale, quality, and business impact through research operations transformations.

• Deep expertise in scaling research operations capabilities, including participant recruitment strategies, customer panel management, incentive programs, data governance, legal and privacy compliance, and research technology platforms.

• Demonstrated success in building self-service research platforms or democratized research programs that empower product teams while maintaining strong quality controls and governance.

• Strong systems-thinking and strategic execution skills, with the ability to define multi-year transformation roadmaps and deliver pragmatic progress in complex, ambiguous environments.

• Experience identifying and applying automation and AI opportunities to streamline workflows, improve operational efficiency, and enhance data quality, participant experience, and insight generation.

• Exceptional executive influence and cross-functional leadership capabilities, with a proven ability to align senior partners across Design, Product, Engineering, Legal, Privacy, Procurement, and Insights.

• Strong analytical rigor and change leadership skills, with the ability to navigate complexity, drive adoption, and continuously improve operational performance in a global, matrixed environment.

• Familiarity with global data privacy regulations (e.g., GDPR, CCPA) as they pertain to customer data and research. Preferred Skills:

• Experience within the e-commerce industry.

• Familiarity with AI tools and their application in research operations and data analysis.

• Experience managing and optimizing a portfolio of research technology vendors and tools.

• Strong understanding of user experience principles and methodologies.

📝 Enhancement Note: The experience requirement of 15+ years underscores the senior and strategic nature of this role. The emphasis on "enterprise platform transformations" and "scaling capabilities" points towards needing experience in large, complex organizations. The blend of operational expertise, strategic vision, and leadership acumen is critical.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Showcase of successful enterprise-level research operations or systems transformation initiatives.

• Documented examples of building scalable platforms for participant recruitment and panel management.

• Case studies demonstrating the implementation of automation and AI to improve research efficiency and quality.

• Evidence of developing and enforcing data governance and compliance frameworks for research data.

• Examples of designing and managing incentive programs and vendor relationships.

• Demonstrations of how systems were designed to enable self-service research capabilities for product teams. Process Documentation:

• Workflow design and optimization for end-to-end research processes, from planning to insight dissemination.

• Implementation and automation strategies for research tools and platforms.

• Measurement and performance analysis frameworks for research operations, focusing on efficiency, speed, quality, and impact.

• Development of standardized operating procedures for participant recruitment, screening, and panel management.

• Creation of compliance checklists and protocols for research studies involving sensitive data or specific demographics.

📝 Enhancement Note: For a Director-level role focused on systems and operations, a portfolio should demonstrate strategic impact and the ability to build and scale complex processes. Emphasis should be on the systemic improvements made, the scale of the operations managed, and the measurable outcomes achieved, rather than individual research projects.

💵 Compensation & Benefits

Salary Range: For a Director-level role in UX Research Systems in Toronto, Canada, with 15+ years of experience, the estimated salary range is CAD $180,000 - $250,000 annually. This estimate is based on industry benchmarks for senior leadership positions in technology and research operations in major Canadian tech hubs, considering the company's size and scope.

Benefits:

• Comprehensive health, dental, and vision insurance plans.

• Generous paid time off (PTO), including vacation, sick leave, and holidays.

• Retirement savings plan with company matching contributions (e.g., RRSP matching).

• Stock options or Restricted Stock Units (RSUs) as part of the compensation package.

• Professional development opportunities, including training, conferences, and certifications.

• Employee Assistance Program (EAP) for mental health and well-being support.

• Potential for performance-based bonuses.

• Parental leave benefits.

• Employee discounts on eBay purchases.

Working Hours: Standard full-time hours, likely around 40 hours per week, with flexibility to manage global teams and critical operations. The #LI-Hybrid tag indicates a blend of on-site and remote work is expected.

📝 Enhancement Note: The salary estimate is based on publicly available compensation data for Director-level roles in Toronto within the tech industry, specifically those involving operations, systems, and research leadership. Benefits are standard for large, established tech companies like eBay.

🎯 Team & Company Context

🏢 Company Culture

Industry: E-commerce and Technology. eBay operates as a global online marketplace, connecting buyers and sellers of a vast array of goods. This industry context means the company is highly data-driven, customer-centric, and focused on innovation to maintain its competitive edge in a rapidly evolving digital landscape.

Company Size: eBay is a large, established multinational corporation with thousands of employees globally. This size implies complex organizational structures, extensive operational processes, and a significant need for robust, scalable systems to support its vast user base and diverse business functions.

Founded: eBay was founded in 1995, giving it a long history and deep experience in the e-commerce sector. This longevity suggests a company culture that values stability and proven methods while also needing to adapt to new technologies and market shifts.

Team Structure:

• The UX Research Systems team likely sits within the broader Design organization at eBay, which is responsible for creating user-centric experiences across the platform.

• This role will report to a senior executive within Design or potentially a broader Head of Product Operations or Insights, overseeing the operational backbone of research.

• Collaboration will be extensive, involving cross-functional partnerships with Product Management, Engineering, Data Science, Legal, Privacy, and Global Consumer Insights teams. Methodology:

• Data-driven decision-making is paramount, with a focus on leveraging customer insights to inform product strategy and operational improvements.

• Emphasis on scalable, repeatable processes and systems that can support research activities across numerous product teams and geographies.

• Continuous improvement and optimization of research workflows and technologies, likely incorporating agile methodologies for system development and implementation.

• A commitment to understanding and serving a global customer base, requiring operations that are sensitive to diverse user needs and regulatory environments.

Company Website: https://www.ebayinc.com/

📝 Enhancement Note: eBay's position as a long-standing e-commerce giant suggests a need for robust, scalable, and efficient operational systems. The company culture likely balances innovation with the need for stability and compliance, especially given its global reach and the sensitive nature of customer data.

📈 Career & Growth Analysis

Operations Career Level: This is a Director-level position, signifying a senior leadership role responsible for a critical operational function. It involves setting strategic direction, managing a team (directly or indirectly through influence), and driving significant organizational change. The focus is on building and scaling systems and processes, not just managing day-to-day research tasks.

Reporting Structure: The role reports to a senior executive within the Design organization or a related operational leadership role. This places the position at a strategic level, with direct access to key decision-makers and the ability to influence company-wide research practices.

Operations Impact: The Director of UX Research Systems has a profound impact on eBay's ability to understand its customers at scale. By optimizing research infrastructure, this role directly influences the speed, quality, and accessibility of customer insights, which in turn informs product development, business strategy, and ultimately, revenue generation and customer satisfaction. A well-oiled research operations engine can significantly reduce time-to-market for new features and improve the overall customer experience.

Growth Opportunities:

• Leadership Expansion: Potential to grow into a VP-level role overseeing broader Design Operations, Research, or Customer Insights functions.

• Strategic Influence: Opportunity to shape eBay's entire approach to customer understanding and integrate research insights more deeply into business strategy.

• Technology & AI Specialization: Deepen expertise in applying AI and automation to enterprise operations, becoming a leader in this evolving field.

• Cross-Functional Leadership: Gain broader experience by collaborating closely with product, engineering, and marketing leaders on company-wide initiatives.

• Mentorship: Guide and develop a team of operations professionals, fostering their growth and expertise.

📝 Enhancement Note: This role is a critical lever for improving how eBay understands its users. Growth opportunities are tied to the strategic impact of the systems built and the leader's ability to drive large-scale change and influence across the organization.

🌐 Work Environment

Office Type: The "#LI-Hybrid" tag indicates that this role is a hybrid position, requiring a combination of on-site work at the Toronto office and remote work. This suggests a modern work environment designed to support flexible working arrangements while still fostering in-person collaboration and team building.

Office Location(s): The primary office location is Toronto, Ontario, Canada. This city is a major hub for technology and innovation, offering a vibrant professional environment. Specific details about the office's amenities and accessibility would typically be available on eBay's careers page or during the interview process.

Workspace Context:

• Collaborative Environment: The hybrid model and emphasis on cross-functional collaboration suggest a workspace that encourages interaction, team meetings, and brainstorming sessions. Open-plan areas, meeting rooms equipped with collaboration tools, and dedicated spaces for focused work are likely features.

• Operations Tools and Technology: Expect access to a robust technology stack, including advanced research platforms, collaboration software, data analytics tools, and standard office productivity suites. The role will involve managing and optimizing these systems.

• Team Interaction: Opportunities for regular interaction with direct reports (if any), peers within the Design and Operations teams, and senior stakeholders across different departments.

Work Schedule: While a standard 40-hour work week is typical, the hybrid nature and global scope of eBay's operations may require flexibility in working hours to accommodate different time zones and critical project deadlines. The focus is on output and impact rather than strict adherence to hours.

📝 Enhancement Note: The hybrid work arrangement is a key aspect of the work environment, balancing flexibility with the need for in-person collaboration essential for strategic leadership and team cohesion.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: A recruiter or hiring manager will review applications and conduct an initial screening call to assess basic qualifications, experience, and alignment with the role's strategic focus.

• Hiring Manager Interview: A deeper dive into your experience with research operations, systems, and leadership. Expect questions about your strategic vision, problem-solving approach, and experience in transforming operations.

• Cross-Functional Interviews: Interviews with key stakeholders from Design, Product, Engineering, Legal, and Insights. These will assess your ability to influence, collaborate, and understand diverse business needs.

• Case Study Presentation/Workshop: A common component for senior operations roles. You may be asked to prepare a presentation on a past transformation initiative, a strategy for improving eBay's research systems, or tackle a hypothetical operational challenge. This is where your portfolio will be crucial.

• Executive Interview: A final interview with a senior leader (e.g., VP of Design, Chief Product Officer) to assess strategic alignment, cultural fit, and overall leadership potential.

Portfolio Review Tips:

• Focus on Transformation: Highlight projects where you significantly improved research operations, scaled capabilities, or implemented new systems that drove measurable business impact.

• Quantify Results: Use metrics to demonstrate the impact of your work. Quantify improvements in speed, efficiency, cost savings, participant satisfaction, or insight quality.

• Showcase Systems Thinking: Illustrate how you designed or optimized entire systems, not just isolated processes. This includes the interplay of technology, people, and processes.

• Demonstrate Leadership & Influence: Provide examples of how you led teams, influenced senior stakeholders, and drove organizational change, especially in complex, matrixed environments.

• Tailor to eBay: Research eBay's current research challenges and opportunities. Frame your portfolio examples to show how your experience directly addresses their needs.

• Structure for Clarity: Organize your portfolio logically, perhaps by initiative type (e.g., Platform Modernization, Automation Implementation, Panel Growth).

Challenge Preparation:

• Strategic Roadmapping: Be prepared to discuss how you would develop a multi-year roadmap for research systems and operations at eBay.

• AI/Automation Strategy: Think about specific use cases for AI and automation in research operations that could benefit eBay.

• Stakeholder Alignment: Practice articulating complex operational strategies and gaining buy-in from diverse leadership groups.

• Operational Excellence Frameworks: Be ready to discuss how you define, measure, and achieve operational excellence in a large-scale research context.

📝 Enhancement Note: The interview process for a Director-level role will be rigorous, focusing on strategic thinking, leadership, and demonstrable impact. A well-curated portfolio is essential for showcasing the depth and breadth of experience required.

🛠 Tools & Technology Stack

Primary Tools:

• Research Operations Platforms: Experience with or ability to evaluate and implement platforms for managing participant recruitment, panel databases, scheduling, and consent management. Examples might include platforms like UserTesting, UserZoom (now part of UserTesting), Respondent.io, or custom-built solutions.

• Project Management Tools: Proficiency in tools like Jira, Asana, Trello, or Monday.com for managing operational projects, workflows, and team tasks.

• Collaboration Suites: Deep familiarity with tools like Slack, Microsoft Teams, Google Workspace for communication and collaboration.

• CRM/Database Management: Understanding of how CRM systems (like Salesforce, though less direct for UX Research) or dedicated databases can be leveraged for managing participant data and panel health.

Analytics & Reporting:

• Data Visualization Tools: Experience with tools like Tableau, Power BI, or Looker for creating dashboards and reports on research operations metrics (e.g., recruitment speed, panel diversity, cost per participant).

• Spreadsheet Software: Advanced proficiency in Excel or Google Sheets for data analysis and reporting.

• Survey Platforms: Experience with survey tools like Qualtrics, SurveyMonkey, or Google Forms for data collection and analysis related to participant feedback or panel surveys.

CRM & Automation:

• Automation Tools: Familiarity with workflow automation tools (e.g., Zapier, Make/Integromat) or enterprise-level automation platforms that can streamline research processes.

• AI/ML Tools (Emerging): Understanding of how AI tools can be applied to tasks like participant screening, sentiment analysis of feedback, or identifying trends in research data.

• System Integration Concepts: Knowledge of how different research tools and platforms can be integrated to create a cohesive operational ecosystem.

📝 Enhancement Note: This role requires a broad understanding of the technology landscape supporting UX research and operations. The ability to select, implement, and optimize these tools is critical, with a growing emphasis on automation and AI.

👥 Team Culture & Values

Operations Values:

• Customer-Centricity: A deep commitment to understanding and serving the needs of eBay's global customer base, ensuring research operations directly support customer empathy.

• Operational Excellence: A drive for efficiency, quality, and scalability in all research processes, aiming for best-in-class operational performance.

• Data-Driven: Reliance on data and metrics to inform decisions, measure performance, and demonstrate the impact of research operations initiatives.

• Collaboration & Partnership: Fostering strong working relationships with cross-functional teams to ensure research insights are integrated effectively into product and business strategies.

• Innovation & Continuous Improvement: An openness to exploring new technologies (like AI), methodologies, and process improvements to stay ahead in a dynamic industry.

Collaboration Style:

• Proactive & Consultative: Engaging with product, engineering, and design teams to understand their research needs and proactively offer solutions and support.

• Transparent & Communicative: Maintaining clear lines of communication regarding research operations capabilities, limitations, and ongoing initiatives.

• Cross-Functional Integration: Working seamlessly with teams like Legal, Privacy, and Procurement to ensure compliance and efficient vendor management.

• Empowerment & Enablement: Building systems and processes that empower other teams to conduct research effectively while maintaining quality standards.

📝 Enhancement Note: The emphasis on collaboration and data-driven decision-making aligns with typical values in large tech companies. For this role, a proactive and consultative approach to operations is key, positioning the team as a strategic partner rather than just a service provider.

⚡ Challenges & Growth Opportunities

Challenges:

• Scaling Global Operations: Ensuring research operations can effectively support a diverse global user base with varying needs and regulatory requirements.

• Integrating AI/Automation: Successfully identifying, piloting, and scaling AI and automation technologies in a way that enhances, rather than hinders, research quality and ethical practices.

• Driving Enterprise-Wide Change: Influencing and aligning numerous teams and senior leaders across a large, complex organization to adopt new systems and processes.

• Balancing Self-Service with Governance: Enabling product teams to conduct research efficiently while maintaining robust quality controls, data privacy, and compliance standards.

• Rapid Technological Evolution: Keeping pace with advancements in research technology, AI, and data privacy regulations to ensure eBay's infrastructure remains cutting-edge and compliant.

Learning & Development Opportunities:

• Leadership Development Programs: Access to internal leadership training and development programs designed for Director-level and above.

• Industry Conferences & Workshops: Opportunities to attend leading conferences on UX research, operations, and AI to stay abreast of industry best practices and network with peers.

• Mentorship: Potential to be mentored by senior executives within eBay or to mentor junior operations professionals.

• Cross-Functional Exposure: Gaining broader business acumen through deep collaboration with product, engineering, and business strategy teams.

• Specialization in AI/ML for Operations: Developing deep expertise in applying emerging AI technologies to operational challenges, a highly sought-after skill.

📝 Enhancement Note: The challenges are inherent to leading large-scale operational transformations in a global tech company. The growth opportunities are focused on expanding leadership scope, strategic influence, and technical expertise, particularly in advanced areas like AI.

💡 Interview Preparation

Strategy Questions:

• "Describe your approach to defining a long-term vision for UX Research Systems and Operations in a large, global organization like eBay." (Focus on strategic roadmapping, stakeholder alignment, and phased implementation.)

• "How would you prioritize and implement AI and automation initiatives within research operations to maximize impact while mitigating risks?" (Discuss use cases, pilot programs, change management, and ROI.)

• "What are the key components of an enterprise-scale participant recruitment and panel management system, and how would you ensure its health, diversity, and compliance?" (Detail strategies for screening, segmentation, engagement, incentives, and data governance.)

• "How do you balance enabling self-service research capabilities for product teams with maintaining essential quality controls, data governance, and ethical standards?" (Explain frameworks for democratization, training, and oversight.) Company & Culture Questions:

• "Based on your understanding of eBay, what do you see as the biggest opportunities and challenges for our UX Research Systems and Operations?" (Demonstrate research into eBay's business, market position, and user base.)

• "How would you foster a collaborative culture between your operations team and the broader Design, Product, and Engineering organizations?" (Highlight your cross-functional leadership and communication style.)

• "How do you measure the success and impact of your operations initiatives? What KPIs are most important for UX Research Operations?" (Prepare to discuss metrics related to speed, scale, quality, cost-efficiency, and stakeholder satisfaction.) Portfolio Presentation Strategy:

• Narrative Arc: Structure your presentation around a clear beginning (the problem/opportunity), middle (your solution/strategy and implementation), and end (the results and impact).

• Visual Aids: Use clear, concise slides with key data points, process diagrams, and screenshots where appropriate. Avoid overwhelming text.

• Quantify Everything: For each project, clearly state the "before" and "after" metrics, highlighting the specific improvements achieved.

• Focus on "How": Explain not just what you did, but how you did it – your strategic thinking, problem-solving approach, and leadership in execution.

• Tailor to eBay: Connect your past successes directly to eBay's stated needs and the requirements of the Director role.

• Be Prepared for Deep Dives: Anticipate detailed questions about your projects, including challenges faced, trade-offs made, and lessons learned.

📝 Enhancement Note: Interview preparation should focus on demonstrating strategic leadership, a deep understanding of operations at scale, and the ability to drive complex, cross-functional initiatives. Your portfolio is your primary evidence.

📌 Application Steps

To apply for this operations position:

• Submit your application through the provided application link on eBay's careers portal.

• Customize Your Resume: Tailor your resume to highlight achievements and responsibilities directly relevant to UX Research Operations, systems leadership, AI/automation implementation, and enterprise-scale transformations. Use keywords from the job description and ensure your 15+ years of experience are clearly articulated with quantifiable results.

• Prepare Your Portfolio: Curate a portfolio that showcases your most impactful work in building and scaling research operations or systems. Focus on case studies that demonstrate strategic vision, process optimization, technological implementation, and measurable business outcomes. Be ready to present key examples during interviews.

• Research eBay: Gain a thorough understanding of eBay's business model, its market position, its customer segments, and its current strategic priorities. Familiarize yourself with their design philosophy and any publicly available information on their approach to customer research.

• Practice Your Narrative: Develop a compelling story about your career journey, focusing on your leadership in operations and systems transformations. Be ready to articulate your vision for UX Research Systems at eBay and how your experience aligns with their needs.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and operations industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.