Manager, UX Research Operations

📍 Job Overview

Job Title: Manager, UX Research Operations

Company: eBay

Location: Toronto, Ontario, Canada

Job Type: FULL_TIME

Category: Operations - UX Research Operations

Date Posted: 2025-08-08

Experience Level: 10+ Years

Remote Status: On-site

🚀 Role Summary

• Drive end-to-end operational excellence for eBay's UX Research team, ensuring efficient and compliant participant recruitment and research execution.

• Manage and optimize vendor relationships with third-party panel providers, SaaS research platforms, and incentive providers to support research initiatives.

• Oversee recruiting CMS systems, enforce user contact governance, and ensure strict adherence to GDPR, PII, and CAN-SPAM compliance.

• Collaborate with internal teams, including AI, procurement, and legal, to streamline operations and implement sophisticated solutions for research challenges.

• Own post-research processes, focusing on data warehousing, AI-enabled repositories, and data cleansing for enhanced research insights.

📝 Enhancement Note: This role is crucial for enabling the UX Research team to discover, interpret, and act on insights by providing robust operational support. The emphasis on process, documentation, and systems thinking indicates a need for a candidate who can build and maintain scalable operations for a large research function.

📈 Primary Responsibilities

• Recruiting Pipeline Management: Lead the entire recruiting pipeline and process from participant outreach to final selection, ensuring timely and accurate fulfillment of research needs across quantitative, qualitative, and mixed-methods studies.

• Vendor Relationship Management: Cultivate and manage strategic partnerships with external vendors, including panel providers, SaaS research platforms (e.g., user testing platforms, survey tools), and incentive payment services, negotiating contracts and ensuring service level agreements are met.

• Compliance and Governance: Enforce user contact governance policies within recruiting CMS systems, ensuring all data handling practices comply with global privacy regulations such as GDPR, PII (Personally Identifiable Information), and CAN-SPAM, in close collaboration with legal and privacy departments.

• Cross-Functional Collaboration: Partner effectively with internal engineering teams to drive sophisticated solutions, including AI-enabled tools for data analysis and repository management, and work with procurement and legal teams to enhance operational velocity and ensure compliance.

• Data Management and Warehousing: Oversee post-research operational workflows, including the management of data warehousing, the development and maintenance of AI-enabled research repositories, and the implementation of data cleansing and hygiene processes to maintain data integrity.

• Process Improvement and Innovation: Proactively identify opportunities for process enhancement within UX Research Operations, contributing new ideas, methodologies, and best practices to improve efficiency, participant experience, and researcher workflow at eBay.

• Budget Management: Manage and allocate budgets for research operations activities, including vendor payments, participant incentives, and technology subscriptions, ensuring cost-effectiveness and adherence to financial guidelines.

📝 Enhancement Note: The responsibilities highlight a need for a candidate with a strong understanding of research methodologies, participant recruitment strategies, and global data privacy regulations. The emphasis on AI solutions and cross-functional partnerships suggests a forward-thinking approach to operations.

🎓 Skills & Qualifications

Education:

Experience:

• A minimum of 8+ years of progressive experience in the research operations space, with a proven track record of managing complex operational workflows.

• At least 5 years of dedicated experience in research recruiting, encompassing quantitative, qualitative, and mixed-methods research methodologies.

• A minimum of 2 years in a management or team leadership role, demonstrating the ability to mentor, guide, and develop operational staff.

Required Skills:

• UX Research Operations Expertise: Deep understanding of the principles and practices of UX Research Operations, including participant recruitment, scheduling, incentive management, and tool administration.

• Vendor Management: Proven ability to manage and optimize relationships with third-party vendors, including contract negotiation, performance monitoring, and ensuring adherence to service level agreements.

• Recruiting and Participant Sourcing: Extensive experience in recruiting diverse participant pools across various demographics and research methodologies, utilizing various sourcing channels and strategies.

• Data Management and Compliance: Demonstrated understanding of database query/management, statistical sampling concepts, and research techniques. Expertise in PII, GDPR, and CAN-SPAM compliance within a global research context.

• Process Improvement: Strong analytical and problem-solving skills with a focus on identifying inefficiencies and implementing process improvements to enhance operational velocity and output.

• SaaS Platform Proficiency: Expert-level proficiency with Content Management Systems (CMS) and SaaS platforms commonly used in research operations, with a specific emphasis on Qualtrics.

• Budget Management: Proven ability to manage and allocate budgets effectively, ensuring cost-efficiency and fiscal responsibility for operational expenditures.

Preferred Skills:

• AI Solutions Integration: Familiarity with AI tools and technologies for research data analysis, repository management, or workflow automation.

• Qualitative Research Expertise: A strong understanding of qualitative research methodologies and best practices, which can inform recruitment strategies and participant screening.

• Systems Thinking: Ability to analyze and optimize complex systems, identifying interdependencies and potential points of failure in operational workflows.

• Cross-Functional Collaboration: Excellent communication and interpersonal skills to effectively partner with internal teams such as legal, privacy, engineering, and product.

• Documentation and Knowledge Management: Skilled in creating and maintaining comprehensive process documentation, best practices guides, and knowledge repositories.

📝 Enhancement Note: The experience requirements suggest a senior-level role requiring significant hands-on experience in research operations, particularly in managing recruiting pipelines and vendor relationships. The emphasis on compliance and specific tools like Qualtrics points to the need for specialized expertise.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Process Optimization Case Studies: Provide documented examples of processes you have designed, implemented, or significantly improved within a research operations context. These should highlight the problem, your solution, the implementation steps, and the measurable impact (e.g., efficiency gains, cost savings, improved participant experience).

• Vendor Management Frameworks: Showcase instances of how you've managed and evaluated research vendors, including criteria for selection, performance metrics, and strategies for fostering productive partnerships.

• Compliance Protocols: Demonstrate an understanding of data privacy regulations (GDPR, PII) by presenting examples of how you've ensured compliance in participant data handling, consent management, and data storage.

• System Implementation Examples: Include examples of research tools, CMS, or other operational systems you have implemented or managed, detailing the selection process, integration challenges, and user adoption strategies.

• Budget Management Reports: Present anonymized examples of budget proposals, tracking reports, or cost-saving initiatives you have led within an operations function.

Process Documentation:

• Workflow Design and Optimization: Candidates should be prepared to discuss their approach to designing and documenting complex operational workflows, such as participant recruitment funnels or data archiving processes, and how they continuously optimize these for efficiency and scalability.

• Implementation and Automation Methods: Showcase experience with implementing new operational processes and automating repetitive tasks using various tools and techniques, detailing the change management and rollout strategies employed.

• Measurement and Performance Analysis: Explain how you establish key performance indicators (KPIs) for research operations functions and use data to measure performance, identify bottlenecks, and drive continuous improvement.

📝 Enhancement Note: Given the role's focus on systems thinking and process improvement, a portfolio demonstrating tangible results in optimizing research operations workflows, managing vendors, and ensuring compliance will be highly valued.

💵 Compensation & Benefits

Salary Range:

Based on industry benchmarks for a Manager, UX Research Operations with 10+ years of experience in a major tech hub like Toronto, Canada, the estimated annual salary range is CAD $120,000 - $170,000. This range can vary based on the candidate's specific experience, qualifications, and the final scope of responsibilities.

Benefits:

• Comprehensive health, dental, and vision insurance plans.

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

• Retirement savings plan (e.g., RRSP matching) or equivalent.

• Employee stock purchase program or equity options.

• Professional development opportunities, including training, conferences, and tuition reimbursement.

• Access to cutting-edge research tools and technologies.

• Employee assistance programs and wellness initiatives.

Working Hours:

The standard working hours for this role are typically 40 hours per week, aligning with typical full-time employment in Canada. While the role is on-site, there may be flexibility in daily start and end times, subject to team needs and manager approval. Occasional work outside of standard hours may be required to manage global vendor relationships or critical research timelines.

📝 Enhancement Note: Salary estimates are based on publicly available data for similar roles in Toronto, Canada, factoring in the extensive experience required and the specialized nature of research operations management within a large tech company like eBay.

🎯 Team & Company Context

🏢 Company Culture

Industry: E-commerce and Technology. eBay operates as a global online marketplace connecting millions of buyers and sellers, focusing on innovation in digital commerce, user experience, and platform technology.

Company Size: eBay is a large, publicly traded technology company with a significant global presence, typically employing tens of thousands of individuals worldwide. This scale offers opportunities for broad impact and exposure to diverse projects.

Founded: eBay was founded in 1995, giving it a long history and established presence in the e-commerce landscape. This longevity suggests a culture that balances innovation with operational stability.

Team Structure:

• The UX Research team is likely comprised of a dedicated group of UX researchers, designers, and product managers who collaborate closely on product development initiatives.

• The Research Operations Manager will lead a small, specialized team that may include in-house recruiters, moderators, and a technical operations lead, in addition to managing external vendor relationships.

Methodology:

• Data-Driven Decision Making: The company culture emphasizes using data and insights to inform product strategy and user experience improvements, which is central to the UX Research team's function.

• Agile and Iterative Development: eBay likely employs agile methodologies, requiring operations to be flexible and responsive to evolving research needs and project timelines.

• User-Centricity: A strong focus on understanding and serving customer needs drives research efforts, making the operations team's role in connecting researchers with the right participants critical.

• Continuous Improvement: The emphasis on "moving fast and driving action" suggests a culture that encourages proactive problem-solving and continuous refinement of processes and systems.

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

📝 Enhancement Note: As a well-established e-commerce giant, eBay likely fosters a culture that values both innovation and operational rigor. The UX Research Operations role is positioned to be a critical enabler of user-centric product development.

📈 Career & Growth Analysis

Operations Career Level: Managerial. This role sits at a management level, requiring leadership of a specialized operational function and direct reports, as well as significant influence over strategic operational decisions for the UX Research team.

Reporting Structure: The Manager, UX Research Operations will likely report to a Director or VP level within the UX or Product organization. They will manage a small team of direct reports (recruiters, moderators, tech ops lead) and oversee external vendor relationships.

Operations Impact: The role has a direct impact on the efficiency, quality, and scalability of eBay's UX research efforts. By ensuring seamless operations, the manager enables the research team to gather critical user insights, which directly influences product design, development, and ultimately, customer satisfaction and business revenue. The ability to manage budgets and vendor relationships also contributes to cost efficiency and ROI for research investments.

Growth Opportunities:

• Leadership Expansion: Potential to grow into Senior Manager or Director roles overseeing broader operational functions or multiple research disciplines within eBay.

• Strategic Operations Development: Opportunities to lead the development and implementation of new operational strategies, technologies, and vendor partnerships that shape the future of UX Research Operations at eBay.

• Cross-Functional Mobility: Experience gained in this role can open doors to other operations, program management, or even product management roles within eBay, leveraging a deep understanding of user research and data management.

• Skill Specialization: Focus on AI-driven research tools, advanced data warehousing, or global compliance frameworks can lead to deep specialization in high-demand areas within operations.

📝 Enhancement Note: This role offers a clear path for career advancement within a large tech organization, moving from managing a specific function to potentially leading broader operational strategies or transitioning into related product-focused roles.

🌐 Work Environment

Office Type: This role is based in Toronto, indicating a modern, professional office environment typical of a major technology company. Expect a collaborative workspace designed to foster teamwork and innovation.

Office Location(s): The primary office location is Toronto, Ontario, Canada. Specific details regarding office amenities, accessibility, and proximity to public transit would be available upon inquiry or during the interview process.

Workspace Context:

• Collaborative Hub: The workspace is designed to encourage interaction among researchers, designers, product managers, and operations staff, facilitating seamless communication and problem-solving.

• Tool and Technology Access: Researchers and operations staff will have access to industry-standard research platforms, collaboration tools, and internal systems necessary for effective execution of research and operational tasks.

• Team Interaction: Opportunities for regular team meetings, brainstorming sessions, and informal interactions with colleagues across various departments will be readily available.

Work Schedule: The position is full-time, on-site in Toronto, with standard working hours. While the core hours are expected, flexibility may be available depending on team needs and project demands, particularly for managing global vendor communications or critical research deadlines.

📝 Enhancement Note: The on-site requirement in Toronto suggests an immersive work environment within eBay's Canadian operations, emphasizing in-person collaboration and access to company resources.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: A recruiter will likely conduct an initial screening to assess basic qualifications, experience, and cultural fit.

• Hiring Manager Interview: An interview with the hiring manager to delve deeper into your experience with UX research operations, vendor management, team leadership, and your strategic approach to process improvement. Be prepared to discuss specific examples from your career.

• Team/Peer Interviews: Interviews with UX researchers, other operations personnel, or cross-functional stakeholders to evaluate your collaboration skills, understanding of research workflows, and ability to integrate into the team.

• Case Study/Presentation: You may be asked to prepare a case study or presentation demonstrating your approach to a specific research operations challenge (e.g., optimizing a recruitment process, managing a vendor relationship, implementing a new compliance protocol). This is where your portfolio will be crucial.

• Final Interview: Potentially an interview with a senior leader (Director/VP) to discuss your overall fit, strategic vision, and long-term potential within eBay.

Portfolio Review Tips:

• Quantify Impact: For each project in your portfolio, clearly articulate the problem, your specific role and solution, the implementation process, and – most importantly – the measurable outcomes (e.g., reduced recruitment time by X%, improved participant quality by Y%, cost savings of Z%).

• Showcase Process Mastery: Highlight your ability to design, document, and optimize operational workflows. Use flowcharts or diagrams to illustrate complex processes.

• Demonstrate Vendor Management Skills: Include examples of how you've managed vendor performance, negotiated contracts, or resolved vendor-related issues.

• Highlight Compliance Expertise: Present examples of how you've ensured data privacy and regulatory compliance in your past roles.

• Tailor to eBay: Research eBay's products and user base. If possible, tailor your portfolio examples to demonstrate experience relevant to their e-commerce context or large-scale operations.

• Conciseness and Clarity: Ensure your portfolio is well-organized, easy to navigate, and clearly communicates your expertise.

Challenge Preparation:

• Process Improvement Scenarios: Be ready to discuss how you would approach improving a hypothetical research operations process at eBay, such as participant screening, incentive distribution, or data archiving. Think about efficiency, scalability, and compliance.

• Vendor Selection and Management: Prepare to outline your criteria for selecting research vendors and how you would manage a challenging vendor relationship.

• Handling Conflicting Priorities: Consider how you would balance competing demands, such as ensuring diverse participant representation versus meeting strict demographic quotas, or maintaining user privacy versus collecting necessary data.

• Stakeholder Communication: Practice articulating complex operational processes and their impact to non-operations stakeholders clearly and concisely.

📝 Enhancement Note: The interview process will likely focus on practical application of your skills, with a strong emphasis on your ability to manage complex operations, demonstrate process ownership, and communicate your impact effectively through examples and potentially a portfolio.

🛠 Tools & Technology Stack

Primary Tools:

• Qualtrics: Explicitly mentioned as a required area of expertise. This likely includes using Qualtrics for survey design, participant management, and potentially XM platform functionalities.

• Recruiting CMS Systems: Experience with various Content Management Systems or Customer Relationship Management (CRM) systems used for managing participant databases, outreach, and scheduling.

• SaaS Research Platforms: Familiarity with platforms for remote usability testing, participant recruitment, survey deployment, and data analysis (e.g., UserTesting.com, UserZoom, SurveyMonkey, Typeform, Lookback).

• AI Solutions: Experience or familiarity with AI-enabled tools for data warehousing, transcription, sentiment analysis, or automated data processing relevant to user research.

Analytics & Reporting:

• Data Warehousing Tools: Understanding of how data is stored, accessed, and managed, potentially involving SQL or similar database querying skills.

• Reporting and Dashboarding Tools: Proficiency in tools like Tableau, Power BI, or internal eBay analytics platforms for creating reports on recruitment metrics, vendor performance, and operational efficiency.

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

CRM & Automation:

• CRM Systems: Experience with CRM platforms (e.g., Salesforce, HubSpot) for managing participant relationships, tracking interactions, and maintaining data integrity.

• Automation Tools: Familiarity with workflow automation tools or scripting (e.g., Zapier, Python) to streamline repetitive operational tasks.

• Integration Platforms: Understanding of how different systems integrate to ensure seamless data flow and operational efficiency.

📝 Enhancement Note: Proficiency with Qualtrics and other research-specific SaaS platforms is critical, alongside a strong foundation in data management and an understanding of how to leverage AI and automation to enhance operational efficiency. Experience with enterprise CRM and analytics tools is also highly beneficial.

👥 Team Culture & Values

Operations Values:

• Efficiency and Optimization: A core value is the relentless pursuit of efficiency, seeking to streamline processes, reduce manual effort, and optimize resource allocation within the research operations function.

• Accuracy and Detail Orientation: Given the focus on compliance, data integrity, and participant experience, a strong emphasis is placed on meticulous attention to detail and ensuring accuracy in all operational tasks.

• Collaboration and Partnership: The role requires strong cross-functional collaboration, valuing teamwork and the ability to build effective partnerships with researchers, engineers, legal, and other stakeholders to achieve common goals.

• User-Centricity: Extending beyond product research, this value applies to the experience of research participants and internal researchers who interact with the operations team. Ensuring a positive and smooth experience is paramount.

• Proactive Problem-Solving: A culture that encourages individuals to identify potential issues, propose solutions, and drive action to prevent problems before they arise.

Collaboration Style:

• Cross-Functional Integration: The operations team is expected to be deeply integrated with UX researchers, product managers, and engineering teams, acting as a central hub for operational support and expertise.

• Process Review and Feedback: An open culture for reviewing and providing feedback on operational processes, encouraging continuous improvement and shared learning among team members and stakeholders.

• Knowledge Sharing: Practices that promote the sharing of best practices, lessons learned, and operational insights across the team and wider organization, potentially through documentation, internal presentations, or team meetings.

• Data-Informed Discussions: All operational discussions and decisions are expected to be grounded in data and evidence, fostering a culture of objective analysis and measurable impact.

📝 Enhancement Note: The company values likely emphasize operational rigor, data-driven decision-making, and strong collaborative relationships, all crucial for success in a complex, multi-stakeholder environment like eBay's UX Research Operations.

⚡ Challenges & Growth Opportunities

Challenges:

• Balancing Competing Goals: Navigating the inherent tensions between objectives like inclusivity vs. precise sample representation, user privacy vs. necessary demographic data collection, and speed of execution vs. thoroughness of process.

• Managing Evolving Regulations: Staying abreast of and implementing changes in global data privacy laws (GDPR, CCPA, etc.) and ensuring continuous compliance across all research operations.

• Scaling Operations: Adapting and scaling operational processes and vendor relationships to meet the growing and evolving needs of a dynamic e-commerce platform.

• Integrating New Technologies: Successfully integrating and leveraging new AI solutions or research platforms into existing workflows, requiring change management and training.

• Cross-Functional Alignment: Ensuring consistent understanding and adherence to operational protocols across various internal teams and external vendors.

Learning & Development Opportunities:

• Operations Specialization: Deepen expertise in specific areas such as advanced participant recruitment strategies, ethical data handling, AI applications in research ops, or global compliance frameworks.

• Industry Certifications: Pursue relevant certifications in project management, data privacy, or specific research operations tools.

• Leadership Development: Participate in eBay's leadership training programs to enhance management, strategic planning, and cross-functional influence skills.

• Mentorship: Benefit from mentorship from senior leaders within eBay's UX, Product, or Operations organizations.

• Exposure to Large-Scale E-commerce: Gain invaluable experience operating within a leading global e-commerce platform, understanding its unique operational challenges and opportunities.

📝 Enhancement Note: The role presents opportunities to tackle complex operational challenges in a large-scale tech environment, fostering significant professional growth in areas like compliance, AI integration, and strategic operations management.

💡 Interview Preparation

Strategy Questions:

• "Describe your approach to building and managing a participant recruitment pipeline for a large-scale UX research program. What metrics do you track, and how do you ensure quality and diversity?" (Focus on process, metrics, quality control, and diversity strategies.)

• "How do you select and manage third-party vendors for research operations? What are your key considerations, and how do you ensure they meet your standards for compliance and performance?" (Highlight vendor evaluation criteria, contract negotiation, and performance management.)

• "Walk me through a time you had to implement a new process or system within a research operations function. What were the challenges, and how did you ensure successful adoption and compliance?" (Demonstrate change management, problem-solving, and process implementation skills.)

• "Given the importance of data privacy, how do you ensure compliance with regulations like GDPR and PII in participant data handling?" (Showcase understanding of privacy laws, consent management, and secure data practices.)

Company & Culture Questions:

• "What do you know about eBay's approach to user experience and customer research?" (Research eBay's products, recent news, and their stated commitment to user-centricity.)

• "How do you see the role of Research Operations supporting a company like eBay and its mission to connect people and build communities?" (Align your understanding of operations with eBay's broader goals.)

Portfolio Presentation Strategy:

• Structure: Organize your portfolio logically, perhaps by project type or by the core responsibilities of the role (e.g., Recruitment, Vendor Management, Compliance, Process Improvement).

• Storytelling: For each case study, frame it as a narrative: the challenge eBay might face, your relevant experience, the solution you implemented, and the quantifiable results.

• Visual Aids: Use visuals (flowcharts, dashboards, examples of documentation) to illustrate processes and data effectively.

• Conciseness: Be prepared to walk through key examples efficiently, focusing on the most impactful and relevant aspects for the role.

• Q&A Readiness: Anticipate questions about your process, decisions, and outcomes, and be ready to elaborate on any part of your portfolio.

📝 Enhancement Note: Preparation should focus on demonstrating practical experience with research operations challenges, strong understanding of compliance, and a strategic approach to process optimization and vendor management. Quantifiable achievements in your portfolio will be key.

📌 Application Steps

To apply for this operations position:

• Submit your application through the eBay Careers portal via the provided URL.

• Prepare Your Portfolio: Curate a selection of your most impactful work that demonstrates your expertise in research operations, vendor management, recruiting, and compliance. Prioritize case studies with clear, quantifiable results and showcase your process documentation skills.

• Tailor Your Resume: Ensure your resume highlights keywords and experiences directly relevant to the job description, such as "UX Research Operations," "vendor management," "recruiting," "GDPR," "Qualtrics," and "process improvement." Quantify your achievements wherever possible.

• Research eBay's UX: Familiarize yourself with eBay's products, services, and its approach to user experience. Understand the company's mission and values to better articulate your fit during interviews.

• Practice Behavioral and Situational Questions: Prepare to answer questions using the STAR method (Situation, Task, Action, Result), focusing on examples that showcase your leadership, problem-solving, and operational management skills.

⚠️ 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.