UX Research Ops Specialist II (Remote Eligible)

📍 Job Overview

Job Title: UX Research Ops Specialist II (Remote Eligible) Company: Smartsheet Location: Bellevue, WA, USA Job Type: Full-Time Category: Operations / Research Operations Date Posted: 2025-09-18T07:00:44 Experience Level: Mid-Level (2-5 years) Remote Status: Remote Eligible (US-based)

🚀 Role Summary

• Drive operational excellence within the User Experience (UX) Research team by establishing and refining research operations processes.
• Manage and optimize participant recruitment pipelines, ensuring a steady flow of diverse and relevant participants for research studies.
• Enhance knowledge management and process efficiency through the development and implementation of standardized tools, templates, and documentation.
• Act as a key liaison between UX researchers, product teams, and external vendors to facilitate smooth research execution and cross-functional alignment.

📝 Enhancement Note: This role is specifically focused on Research Operations (ResOps), a critical but often overlooked function within product development. The "Specialist II" title suggests a mid-level position requiring a solid understanding of operational frameworks and the ability to execute independently, with potential for growth. The "Remote Eligible" status and US-based requirement indicate a distributed team structure.

📈 Primary Responsibilities

• Execute end-to-end participant recruitment, including defining participant criteria, developing screening questionnaires, managing participant databases, scheduling sessions, and ensuring data integrity.
• Collaborate with the UX Research Director and team to identify operational bottlenecks, prioritize improvement initiatives, and contribute to the refinement of research workflows and governance policies.
• Procure, manage, and evaluate research tools, platforms, and vendor relationships, ensuring they meet the team's needs and adhere to budget constraints.
• Support and enforce compliance with privacy, legal, and ethical standards related to participant data handling, consent, and research governance.
• Develop and maintain operational resources such as recruitment templates, research process guides, best practice documentation, and training materials to empower researchers and stakeholders.
• Take ownership of operational tasks, manage complex project documentation, and implement systematic knowledge management practices to ensure research insights and operational procedures are easily accessible and organized.
• Communicate complex operational information clearly and concisely to various audiences, adapting messaging for researchers, product managers, and leadership.
• Assist in tracking and managing the budget for research tools, participant incentives, and vendor expenses, providing data-driven input for financial planning.

📝 Enhancement Note: The responsibilities highlight a blend of tactical execution (recruitment, tool management) and strategic contribution (process refinement, governance). This is typical for a Specialist II role, where individuals are expected to manage day-to-day operations while also identifying and implementing improvements. The emphasis on compliance and knowledge management points to a need for meticulous attention to detail and a systematic approach.

🎓 Skills & Qualifications

Education:

• Bachelor's degree in a relevant field such as Human-Computer Interaction, Psychology, Sociology, Business Administration, or a related discipline is often preferred, though equivalent practical experience will be considered.

Experience:

• 2-5 years of progressive experience in UX Research Operations, Product Operations, Design Operations, or a similar operational or enablement role within a technology or product-focused environment.
• Demonstrated experience managing participant recruitment cycles, including sourcing, screening, scheduling, and managing participant databases.
• Proven track record of taking initiative, managing multiple projects simultaneously, and delivering consistently high-quality work with minimal supervision.

Required Skills:

• UX Research Operations Expertise: In-depth understanding of the operational needs and best practices for supporting UX research.
• Participant Recruitment Management: Proficiency in end-to-end participant sourcing, screening, scheduling, and database management.
• Process Improvement Mindset: Ability to identify inefficiencies, propose solutions, and implement process optimizations for research workflows and operational tasks.
• Communication & Stakeholder Management: Excellent written and verbal communication skills, with a proven ability to engage proactively with stakeholders, simplify complex information, and adapt communication styles for different audiences.
• Organizational & Documentation Skills: Strong ability to manage workloads, maintain detailed project documentation, and implement systematic knowledge management practices.
• Tool & Vendor Familiarity: Hands-on experience with common UX research tools, platforms, and vendor management processes.
• Compliance Awareness: Understanding of privacy, legal, and ethical standards relevant to participant data and research governance.

Preferred Skills:

• Experience with specific UX research recruitment platforms (e.g., UserInterviews, Respondent.io, Ethnio).
• Familiarity with CRM systems for participant management.
• Experience in developing training materials or operational guides.
• Knowledge of data privacy regulations (e.g., GDPR, CCPA) as they apply to user research.
• Experience with project management tools (e.g., Asana, Jira, Smartsheet itself).

📝 Enhancement Note: The experience level suggests that candidates should be beyond entry-level and capable of independent work and problem-solving. The emphasis on "taking initiative" and "delivering consistently" points to a need for self-starters with strong execution capabilities. While a specific degree isn't mandated, experience in related fields is crucial.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Demonstrate examples of structured participant recruitment processes, including sample screening questionnaires, scheduling workflows, and participant database management strategies.
• Showcase instances of process optimization or workflow improvements implemented in previous roles, detailing the problem, solution, and resulting efficiency gains or impact.
• Provide documentation or examples of operational templates, guides, or training materials created to support teams.
• Illustrate experience with managing research tools or platforms, including vendor evaluation or coordination, if applicable.
• Highlight contributions to establishing or maintaining operational governance or compliance practices within a research or product context.

Process Documentation:

• Examples of clear, concise, and well-organized documentation for research processes, such as recruitment protocols, consent forms, or data handling procedures.
• Evidence of systematic knowledge management practices, such as contributions to internal wikis, shared drive organization, or knowledge base articles related to research operations.
• Case studies or examples illustrating how data and metrics were used to measure the effectiveness of operational processes and identify areas for improvement.

📝 Enhancement Note: While not explicitly stated as a "required" portfolio submission, demonstrating these capabilities through a portfolio or detailed examples within the resume/cover letter will significantly strengthen an applicant's candidacy. The focus is on tangible evidence of operational process design, execution, and improvement.

💵 Compensation & Benefits

Salary Range:

• The provided US Base Salary Pay Range is $110,000 - $143,750 USD annually.

Benefits:

• Health & Wellness: HSA, 100% employer-paid premiums, or buy-up medical, vision, and dental coverage options for full-time employees.
• Retirement: 401k with a 50% match on contributions up to the first 6% of eligible pay.
• Work & Productivity: Monthly stipend to support work and productivity.
• Time Off: Flexible Time Away Program, plus Sick Time Off, and 12 paid holidays per year.
• Insurance: Company-sponsored life insurance, short-term, and long-term disability plans for US employees.
• Family Support: Up to 24 weeks of Parental Leave.
• Community Involvement: Personal paid Volunteer Day to support the community.
• Professional Development: Opportunities for growth, including access to Udemy online courses and other professional development resources.
• Additional Perks: Company-funded perks such as a counseling membership, local retail discounts, and a personal Smartsheet account.

Working Hours:

• The role is listed as full-time, implying approximately 40 hours per week. The remote eligibility suggests flexibility in work location within the US, which may also extend to some flexibility in daily working hours, provided core responsibilities and collaboration needs are met.

📝 Enhancement Note: The salary range is competitive for a mid-level operations specialist role in the tech industry, particularly in a high-cost-of-living area like Bellevue, WA, or for a remote role supporting a company headquartered there. The extensive benefits package is a significant draw, offering comprehensive support for health, retirement, family, and professional development. The "monthly stipend" is a valuable perk for remote workers.

🎯 Team & Company Context

🏢 Company Culture

Industry: Software / Cloud-Based Productivity and Collaboration Tools. Smartsheet operates in the competitive SaaS market, providing a platform for work management and automation. Company Size: Smartsheet is a publicly traded company (SMAR), indicating a substantial size with likely hundreds to thousands of employees globally. This means established processes but also opportunities for impact within a growing organization. Founded: Over 20 years ago (implied by the introduction), suggesting a mature company with a stable foundation that has evolved with technology trends.

Team Structure:

• The role reports to the UX Research Director, indicating a dedicated UX Research function within the broader Product or Engineering organization.
• The Research Operations Specialist will likely work closely with a team of UX Researchers, and collaborate with Product Managers, Designers, Engineers, and potentially Marketing or Data Science teams.
• The "Specialist II" title suggests the role is part of a growing Research Operations practice, potentially with other specialists or a manager overseeing the function.

Methodology:

• Smartsheet's product emphasizes "seamless work management" and "smart, scalable solutions," suggesting a company culture that values efficiency, collaboration, and data-driven decision-making.
• The focus on "automating the manual, uncovering insights, and scaling smarter" directly aligns with the goals of a Research Operations role.
• The company culture appears to be one that empowers individuals, encourages exploration, and values diverse perspectives.

Company Website: www.smartsheet.com

📝 Enhancement Note: Smartsheet's emphasis on "magic at work" and empowering teams suggests a positive, results-oriented culture. As a public company in the SaaS space, they likely have a structured approach to product development, where UX research plays a significant role in informing strategy and execution. The Research Operations function is key to scaling this impact.

📈 Career & Growth Analysis

Operations Career Level: This position is classified as a "Specialist II," indicating a mid-level role. It requires a solid understanding of operational principles and the ability to execute independently, manage projects, and contribute to process improvements. It is a step beyond an entry-level coordinator role and can serve as a foundation for more senior roles in Research Operations, Product Operations, or overall Program Management.

Reporting Structure: The role reports directly to the UX Research Director. This provides a clear line of communication and mentorship within the UX Research discipline. The Director's remote location suggests strong reliance on asynchronous communication and self-management skills for the Specialist.

Operations Impact: The UX Research Operations Specialist is crucial for enabling the UX Research team to operate efficiently and effectively. By streamlining recruitment, improving tooling, and managing operational processes, this role directly impacts the quality and quantity of user insights generated, which in turn influences product strategy, design decisions, and ultimately, user satisfaction and business outcomes. The role contributes to scaling the research practice, allowing more teams to benefit from user feedback.

Growth Opportunities:

• Specialization: Deepen expertise in specific areas of Research Operations, such as participant recruitment, tooling, data management, or program management.
• Advancement: Progress to a Senior UX Research Operations Specialist, or potentially move into broader Product Operations, Design Operations, or Program Management roles within Smartsheet.
• Skill Development: Gain exposure to a wide range of research methodologies, tools, and cross-functional collaboration, enhancing overall operational and product development acumen. Access to Udemy and other professional development resources supports continuous learning.
• Leadership: As the Research Operations function matures, there may be opportunities to lead specific initiatives, mentor junior team members, or contribute to strategic planning for the operations practice.

📝 Enhancement Note: This role offers a clear path for growth within the specialized field of Research Operations or broader operational functions in a growing tech company. The direct reporting to a Director provides valuable mentorship and visibility.

🌐 Work Environment

Office Type: While the role is "Remote Eligible" and the hiring manager is remote, Smartsheet does have physical office locations. This suggests a hybrid or flexible work environment is common within the company, even for remote roles. The specific team might operate entirely remotely or have occasional meetups.

Office Location(s): The primary listed location is Bellevue, WA, USA. Smartsheet is a registered employer in various US locations, supporting the remote aspect.

Workspace Context:

• Remote Collaboration: Expect to work primarily in a remote setting, requiring strong self-discipline, effective asynchronous communication skills, and proficiency with collaboration tools.
• Technology-Enabled: Smartsheet likely provides or supports the necessary technology and tools for remote work, including their own platform for project management and communication.
• Team Interaction: Opportunities for interaction will likely be through virtual meetings, Slack, email, and other digital collaboration platforms. Building rapport and trust will be key in a remote setting.

Work Schedule:

• Standard full-time hours (approx. 40 hours/week) are expected. Given the remote nature and the reporting structure to a remote director, there may be some flexibility in daily start/end times, as long as core meeting times and team collaboration needs are met. Responsiveness during core business hours for the US operations is essential.

📝 Enhancement Note: The "Remote Eligible" designation means candidates must be based in the US where Smartsheet is a registered employer. This setup emphasizes the need for strong communication, self-management, and digital collaboration skills.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: A recruiter or hiring manager will likely review applications for alignment with core requirements and experience.
• Hiring Manager Interview: A discussion with the UX Research Director to assess experience, operational understanding, communication style, and cultural fit. This may include behavioral questions and scenario-based questions related to research operations.
• Team/Peer Interviews: Interviews with UX Researchers and potentially other cross-functional partners (e.g., a Product Designer or Product Manager) to evaluate collaboration skills, operational support capabilities, and how the candidate would integrate into the team.
• Skills Assessment/Case Study: Potentially a practical exercise or case study focused on a common research operations challenge, such as developing a recruitment plan for a specific user segment or proposing improvements to a knowledge-sharing process.
• Final Interview: May involve a senior leader or a broader panel to confirm overall fit and potential.

Portfolio Review Tips:

• Structure: Organize your portfolio logically, perhaps by functional area (recruitment, tools, process improvement) or by project.
• Highlight Impact: For each example, clearly articulate the problem you solved, the process you designed or improved, the tools you used, and the quantifiable impact or outcome (e.g., reduced recruitment time by X%, increased participant diversity by Y%, improved satisfaction scores).
• Showcase Process: Provide concrete examples of documentation, templates, or workflow diagrams you've created.
• Tailor: Emphasize examples most relevant to UX Research Operations, such as participant recruitment strategies, research tool evaluation, or operational process documentation.
• Conciseness: Be prepared to walk through your portfolio efficiently, focusing on the most impactful pieces.

Challenge Preparation:

• Recruitment Scenarios: Be ready to discuss how you would recruit for niche user groups or challenging demographics.
• Process Design: Prepare to outline how you would create or improve a specific operational process (e.g., a centralized research repository, a participant panel management system).
• Tool Evaluation: Think about criteria you would use to evaluate and select new research tools or vendors.
• Compliance Awareness: Be prepared to discuss how you ensure ethical and compliant data handling in research.
• Stakeholder Communication: Practice articulating operational needs and solutions to non-operational stakeholders.

📝 Enhancement Note: The interview process is likely to be thorough, assessing both technical operational skills and the ability to collaborate effectively in a distributed team. A well-prepared portfolio is essential for demonstrating practical experience and impact.

🛠 Tools & Technology Stack

Primary Tools:

• Collaboration & Productivity: Smartsheet (as the company's core platform), Google Workspace (Docs, Sheets, Slides, Calendar), Microsoft Office Suite.
• Communication: Slack, Zoom, Microsoft Teams, email clients.
• Participant Recruitment Platforms: Experience with platforms like UserInterviews, Respondent.io, Lookback, UserTesting.com, or similar tools for sourcing, scheduling, and managing participants.
• Project Management: Tools like Asana, Jira, Trello, or Smartsheet itself for managing operational tasks and research projects.

Analytics & Reporting:

• Data Analysis: Proficiency in spreadsheet software (Excel, Google Sheets) for data organization and basic analysis. Familiarity with data visualization tools (e.g., Tableau, Looker, or even Smartsheet's built-in capabilities) would be beneficial for reporting on recruitment metrics or process efficiency.
• CRM: Experience with CRM systems (e.g., Salesforce, HubSpot) might be relevant for managing participant databases or understanding customer data flows.

CRM & Automation:

• CRM: As mentioned, familiarity with CRM systems can be advantageous for managing participant data and understanding customer lifecycle.
• Automation: While not explicitly stated, an understanding of how to automate repetitive tasks within research operations (e.g., via email sequences, scheduling tools, or simple scripting) would be a plus.
• Integration: Awareness of how different tools integrate and the importance of data flow between systems.

📝 Enhancement Note: Proficiency with Smartsheet itself is likely a significant advantage, given it's the company's flagship product. Familiarity with standard productivity and collaboration tools is a given, but specific experience with UX research tools and participant management platforms is key.

👥 Team Culture & Values

Operations Values:

• Efficiency & Scalability: A core value likely revolves around making processes more efficient and scalable to support a growing research team and company.
• Data-Driven Decision Making: Expect an emphasis on using data to understand operational performance, identify areas for improvement, and justify initiatives.
• Collaboration & Partnership: The role requires strong collaboration across different teams (UX Research, Product, Design) to ensure operational needs are met and processes are integrated smoothly.
• Proactiveness & Initiative: A value placed on individuals who identify needs and take action without constant direction.
• Continuous Improvement: An ongoing commitment to refining processes, tools, and best practices.

Collaboration Style:

• Cross-Functional Integration: The role will necessitate close collaboration with UX Researchers to understand their needs, and with Product Managers and Designers to align on research priorities and participant requirements.
• Proactive Communication: A style that emphasizes clear, timely, and proactive communication to keep stakeholders informed and manage expectations.
• Feedback Exchange: An environment that likely encourages constructive feedback on processes and operational support, fostering a culture of shared learning and improvement.
• Knowledge Sharing: Practices that promote the systematic storage and sharing of research-related information and operational best practices.

📝 Enhancement Note: The company's stated values of empowering individuals and fostering collaboration suggest a supportive and dynamic team environment. The Research Operations Specialist will be a key enabler for this.

⚡ Challenges & Growth Opportunities

Challenges:

• Scaling Research: As Smartsheet grows, the challenge will be to scale the research operations practice to meet the increasing demand for user insights from various product teams.
• Managing Diverse Needs: Balancing the operational needs of multiple UX researchers and product teams, each with potentially different research methodologies and participant requirements.
• Tooling Complexity: Keeping up with the evolving landscape of UX research tools and platforms, and selecting/managing the most effective solutions.
• Maintaining Compliance: Ensuring that all recruitment and data handling practices remain compliant with evolving privacy regulations and ethical standards.
• Remote Collaboration Dynamics: Effectively collaborating and building relationships with team members and stakeholders in a primarily remote environment.

Learning & Development Opportunities:

• Operations Specialization: Gain deep expertise in the specialized field of Research Operations, which is a growing area in the tech industry.
• Industry Best Practices: Learn and implement best practices in participant recruitment, research tooling, and operational efficiency from a leading SaaS company.
• Cross-Functional Exposure: Develop a strong understanding of the product development lifecycle by working closely with researchers, designers, product managers, and engineers.
• Professional Certifications: Opportunities to pursue relevant certifications in project management, operations, or data privacy.
• Mentorship: Benefit from guidance from the UX Research Director and potentially other senior operations professionals within Smartsheet.

📝 Enhancement Note: This role offers significant opportunities for professional development in a growing and critical function within the tech industry, with clear paths for skill enhancement and career progression.

💡 Interview Preparation

Strategy Questions:

• Process Improvement: "Describe a time you identified an inefficiency in an operational process and what steps you took to improve it. What was the outcome?" Prepare to discuss a specific example, focusing on your methodology and the measurable impact.
• Stakeholder Management: "How do you ensure effective communication and collaboration with UX researchers and product stakeholders who may have different priorities?" Have examples of how you manage diverse needs and expectations.
• Problem-Solving: "Imagine we need to recruit participants for a study on a highly niche software feature. What would be your approach?" Be ready to outline a strategic recruitment plan, including sourcing, screening, and outreach.
• Tooling: "How do you evaluate and select new tools for a research operations function?" Discuss your criteria for tool selection, vendor management, and integration.
• Compliance: "What are the key compliance considerations when managing participant data in user research?" Show awareness of privacy regulations and ethical best practices.

Company & Culture Questions:

• "What interests you about Smartsheet and this specific role?" Research Smartsheet's mission, values, and recent product developments. Connect your skills and interests to the company.
• "How do you approach working in a remote environment?" Highlight your self-management, communication, and collaboration skills for remote work.
• "Describe your ideal team environment and how you contribute to a positive team culture." Align your response with Smartsheet's stated values.

Portfolio Presentation Strategy:

• Select Key Examples: Choose 2-3 strong examples that best showcase your experience in participant recruitment, process improvement, and operational documentation.
• STAR Method: For each example, structure your explanation using the STAR method (Situation, Task, Action, Result).
• Quantify Impact: Whenever possible, use metrics to demonstrate the success of your initiatives (e.g., "Reduced recruitment time by 15%," "Increased participant panel diversity by 20%").
• Concise Delivery: Practice presenting your portfolio concisely, focusing on the most relevant achievements and learnings. Be prepared to answer detailed questions about your process.
• Showcase Documentation: If you have examples of templates, guides, or process flows, be ready to share and explain them.

📝 Enhancement Note: Preparation should focus on demonstrating a proactive, organized, and collaborative approach to operational challenges within a UX research context, supported by concrete examples from past experience.

📌 Application Steps

To apply for this operations position:

• Submit your application through the provided greenhouse.io link.
• Tailor Your Resume: Customize your resume to highlight specific experiences in UX Research Operations, participant recruitment, process management, stakeholder engagement, and tool utilization. Use keywords from the job description.
• Craft a Compelling Cover Letter: Clearly articulate your understanding of Research Operations, your key qualifications, and why you are a strong fit for Smartsheet. Address your interest in the company and the role specifically.
• Prepare Your Portfolio (Optional but Recommended): Gather examples of your work that demonstrate your skills in participant recruitment processes, process improvements, operational documentation, or tool management. While not explicitly requested, a portfolio significantly strengthens your application.
• Research Smartsheet: Familiarize yourself with Smartsheet's product, company culture, and recent news. Understanding their mission and values will help you tailor your application and interview responses.
• Practice Interview Responses: Prepare answers to common interview questions, focusing on behavioral examples that showcase your operational expertise, problem-solving abilities, and collaborative approach, particularly in a remote setting.

⚠️ 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.