Principal, UX Research Systems

📍 Job Overview

Job Title: Principal, UX Research Systems

Company: eBay

Location: Toronto, Ontario, Canada

Job Type: Full time

Category: User Experience Research Operations & Systems

Date Posted: September 9, 2026

Experience Level: 10+ years

Remote Status: Hybrid

🚀 Role Summary

• Define and lead the long-term vision and strategy for eBay's User Experience (UX) Research Systems and Operations, aiming to scale customer insights across the enterprise.

• Drive the modernization of research platforms, processes, and capabilities, transforming how customer research is planned, managed, and executed at an enterprise scale.

• Lead the evolution of critical research operations functions, including participant recruitment, customer panel management, incentive programs, compliance, and the overall research tooling ecosystem.

• Implement AI-enabled Customer Research capabilities to reduce operational friction, automate manual workflows, proactively manage customer panel health, and enable more efficient and effective customer engagement.

📝 Enhancement Note: This role is positioned at a Principal/Director level, indicating a significant scope of strategic influence and responsibility for building and scaling enterprise-level research operations infrastructure. The emphasis on AI and automation suggests a forward-thinking approach to research operations, requiring a leader who can drive innovation and digital transformation within the design organization.

📈 Primary Responsibilities

• Define and implement the multi-year vision and strategic roadmap for eBay’s UX Research infrastructure, transforming research operations into a scalable, technology-enabled platform.

• Lead the modernization of eBay’s research operating model, creating seamless, end-to-end experiences for participant recruitment, study management, incentives, compliance, insight capture, and knowledge management.

• Drive eBay’s AI-enabled research transformation by identifying and implementing opportunities to automate research workflows, streamline operations, improve data quality, and accelerate insight generation.

• Build and scale enterprise-wide participant and panel management capabilities, strengthening customer panel health, participant engagement, incentive programs, governance, privacy, and compliance.

• Establish and maintain world-class operational excellence for customer research through scalable platforms, systems, and frameworks that enhance efficiency, consistency, quality, and participant experience.

• Influence and align senior executive leadership across Design, Product, Engineering, Legal, Privacy, Procurement, and Global Consumer Insights to secure investment and drive organizational change towards a highly automated research ecosystem.

📝 Enhancement Note: The primary responsibilities highlight a blend of strategic vision-setting, operational execution, and cross-functional leadership. The role requires not only defining the future state of research operations but also actively driving its implementation, emphasizing a hands-on approach to transformation and change management within a large, complex organization.

🎓 Skills & Qualifications

Education: While specific educational requirements are not detailed, a Bachelor's or Master's degree in a relevant field such as Human-Computer Interaction, Psychology, Sociology, Information Science, Business Administration, or a related discipline is typically expected for a Principal/Director-level role in this domain.

Experience: 15+ years leading UX Research Operations, Research Systems, Customer Insights infrastructure, or comparable enterprise platform transformations, with a proven track record of delivering measurable gains in speed, scale, quality, and business impact.

Required Skills:

• Deep expertise in scaling research operations capabilities, including participant recruitment strategies, robust panel management, incentive program design and execution, data governance, compliance frameworks, vendor management, and research technology platforms.

• Demonstrated success in building self-service research platforms or democratized research programs that empower product teams to engage customers at scale while maintaining rigorous quality controls and governance.

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

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

• Exceptional executive influence and cross-functional leadership capabilities, with a strong ability to align senior partners across Design, Product, Engineering, Legal, Privacy, Procurement, and Insights around enterprise-wide change initiatives.

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

• Experience with AI/ML applications specifically within research operations or customer insights platforms.

• Familiarity with e-commerce platforms and the unique research challenges they present.

• Experience managing and optimizing budgets for research operations and technology investments.

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

📝 Enhancement Note: The experience requirement of 15+ years signifies a senior leadership role demanding extensive practical experience and a deep understanding of operational best practices in research systems. The emphasis on "enterprise platform transformations" and "measurable gains" points towards a need for candidates who can demonstrate quantifiable business impact from their previous roles.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Case studies demonstrating the successful design and implementation of scalable research operations platforms or infrastructure.

• Examples of how you have modernized research processes, such as participant recruitment pipelines, panel management systems, or study workflow automation.

• Documentation showcasing your experience with research tooling ecosystems, including selection, integration, and optimization of platforms.

• Evidence of initiatives that improved operational efficiency, reduced friction, or increased the speed and scale of research delivery.

• Examples of how you have driven AI or automation initiatives within research operations and the resulting impact. Process Documentation:

• Workflow designs and optimization strategies for key research operations processes (e.g., participant screening, scheduling, consent management, incentive distribution, knowledge sharing).

• Documentation of implemented automation solutions for research tasks, including the technology used and the benefits achieved.

• Frameworks for measuring and reporting on the performance and impact of research operations, including key metrics and KPIs.

• Examples of governance models and compliance procedures established for research activities and customer data handling.

📝 Enhancement Note: For a Principal/Director role focused on systems and operations, a portfolio is crucial. It should not only showcase past achievements but also demonstrate strategic thinking about how to build and scale robust, efficient, and technologically advanced research operations. The focus should be on quantifiable outcomes and the ability to manage complex systems and processes.

💵 Compensation & Benefits

Salary Range: Based on the Principal/Director level, 15+ years of experience, and the location in Toronto, Canada, the estimated annual salary range for this role is approximately CAD $180,000 - $250,000. This estimate is derived from industry benchmarks for senior leadership roles in UX Research Operations and Enterprise Systems within major tech companies in North America, considering the cost of living in Toronto.

Benefits:

• Comprehensive health, dental, and vision insurance plans.

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

• Retirement savings plan (e.g., RRSP matching) and other financial planning resources.

• Employee stock purchase plan (ESPP) or stock options, reflecting eBay's status as a public company.

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

• Employee assistance programs (EAP) for mental health and well-being support.

• Potential for performance-based bonuses or incentives.

• Hybrid work model benefits, offering flexibility and work-life balance.

Working Hours: The standard workweek is typically 40 hours, Monday through Friday. Given the hybrid work arrangement and the global nature of eBay's operations, some flexibility may be required to accommodate cross-time zone collaboration, but the role emphasizes work-life balance.

📝 Enhancement Note: The salary range is an estimation based on industry data for senior leadership roles in Toronto's tech sector. Actual compensation will depend on the candidate's specific experience, qualifications, and negotiation. Benefits are typical for a large, established tech company like eBay and are designed to support employee well-being and long-term financial security.

🎯 Team & Company Context

🏢 Company Culture

Industry: E-commerce. eBay operates as a global online marketplace, connecting millions of buyers and sellers worldwide across a vast array of product categories. This industry context implies a need for research operations that can support a diverse user base and a dynamic business environment.

Company Size: eBay is a large, publicly traded company. With thousands of employees globally, this size means the Principal, UX Research Systems role operates within a complex organizational structure, requiring strong collaboration and influence across multiple departments and geographies.

Founded: eBay was founded in 1995. Its long history in e-commerce signifies a mature organization with established processes, but also one that is continually adapting to technological advancements and market shifts, making roles focused on modernization and transformation highly relevant.

Team Structure:

• The UX Research Systems role sits within eBay's Design organization, which is responsible for creating seamless, end-to-end customer experiences.

• This role will lead a team focused specifically on Research Systems and Operations, likely comprising individuals with expertise in research operations management, tooling, participant recruitment, and panel health.

• Close collaboration is expected with executive leadership across Design, Product Management, Engineering, Legal, Privacy, Procurement, and Global Consumer Insights. Methodology:

• Data Analysis & Insights: Emphasizes data-driven decision-making to understand customer behavior and inform platform improvements. The role will leverage data to optimize research operations and demonstrate their impact.

• Workflow Planning & Optimization: Focuses on streamlining and improving the efficiency of research processes, from study planning to insight dissemination, particularly through automation and AI.

• Automation & Efficiency: A core tenet of this role is to drive automation and AI implementation to reduce operational friction and enable research at enterprise scale.

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

📝 Enhancement Note: The company's established presence in e-commerce and its large scale suggest a need for robust, scalable, and efficient operations. The role's placement within the Design organization highlights the strategic importance of user experience and customer insights to eBay's overall business strategy.

📈 Career & Growth Analysis

Operations Career Level: This is a Principal/Director-level position, indicating a senior leadership role responsible for defining strategy, leading significant initiatives, and managing operational infrastructure at an enterprise scale. It represents a high level of impact and autonomy within the operations function.

Reporting Structure: The role reports into a senior leader within the Design organization, likely a VP or Senior Director of Design or UX. This structure places the research operations strategy directly under executive leadership, emphasizing its strategic importance.

Operations Impact: The impact of this role is significant, directly influencing the speed, quality, accessibility, and overall effectiveness of customer research across eBay. By modernizing research systems and operations, this role will enable better-informed product decisions, leading to improved customer experiences and ultimately driving business growth and economic opportunity for sellers on the platform.

Growth Opportunities:

• Operations Leadership Development: Opportunity to lead and grow a team of research operations professionals, developing their skills in areas like automation, AI, and strategic planning.

• Strategic Transformation: Gain experience in driving large-scale, multi-year digital transformation initiatives within a global organization, enhancing strategic planning and execution capabilities.

• Industry Influence: Contribute to shaping the future of research operations and AI in UX research, potentially leading to thought leadership opportunities within the industry.

• Cross-Functional Expertise: Deepen understanding and collaboration with key functions like Product, Engineering, Legal, and Privacy, broadening business acumen.

• Career Progression: Potential to advance to higher leadership roles within Design, Operations, or broader Product functions at eBay or other major tech companies.

📝 Enhancement Note: The role offers substantial growth potential for individuals looking to lead complex operational transformations and leverage cutting-edge technologies like AI within the UX research domain. The strategic nature of the position and its direct impact on business outcomes provide a strong foundation for career advancement.

🌐 Work Environment

Office Type: The role is designated as Hybrid, suggesting a blend of remote work and in-office collaboration. This typically involves a structured approach where employees are expected to be in the office for a certain number of days per week or for specific team meetings and strategic sessions.

Office Location(s): The primary listed location is Toronto, Ontario, Canada. While the JD doesn't specify the exact office building, Toronto is a major hub for eBay's operations in Canada, likely featuring modern office spaces designed for collaboration.

Workspace Context:

• Collaborative Environment: The hybrid model and the emphasis on cross-functional collaboration mean the workspace is designed to facilitate interaction, brainstorming, and team alignment, whether in person or virtually.

• Operations Tools & Technology: Access to eBay's robust technology stack, including advanced research platforms, collaboration tools, and internal systems, will be essential for performing job duties.

• Team Interaction: Opportunities for regular interaction with the UX Research Systems team, broader Design organization, and stakeholders across Product, Engineering, and other departments.

Work Schedule: The standard 40-hour workweek applies, with flexibility inherent in the hybrid model. However, the strategic and leadership nature of the role may require occasional work outside standard hours to meet critical project deadlines or engage with global teams.

📝 Enhancement Note: The hybrid work environment in Toronto likely offers a modern office space conducive to collaboration, alongside the flexibility of remote work. Candidates should be comfortable navigating both in-person and virtual communication channels and be adept at managing their time effectively to balance team needs with individual productivity.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: A recruiter or hiring manager will review applications and resumes, focusing on experience with research operations, systems, AI, and strategic leadership.

• Hiring Manager Interview: A discussion with the hiring manager to assess overall fit, strategic thinking, leadership style, and alignment with the role's core responsibilities. This may involve behavioral questions and high-level strategic scenarios.

• Team/Peer Interviews: Meetings with key stakeholders from Design, Product, Engineering, and potentially Legal/Privacy. These interviews will delve deeper into technical expertise, cross-functional collaboration skills, and experience with specific research operations challenges.

• Portfolio Presentation: A critical stage where candidates will present their portfolio, showcasing specific examples of research operations transformations, system implementations, AI/automation initiatives, and measurable impact. This presentation will likely involve a case study approach.

• Executive Interview: A final interview with a senior executive (e.g., VP of Design) to assess executive presence, strategic vision, and alignment with eBay's overall business objectives.

Portfolio Review Tips:

• Quantify Impact: For each project or initiative presented, clearly articulate the specific problem, the solution implemented, and the quantifiable outcomes (e.g., % increase in efficiency, % reduction in operational costs, improved participant satisfaction scores, faster research cycles).

• Showcase Strategic Thinking: Demonstrate how your work aligns with broader business goals and how you developed and executed a long-term vision for research operations.

• Highlight Systems & Automation: Provide detailed examples of how you designed, implemented, or optimized research systems, platforms, or automated workflows, including the technologies used and the rationale behind your choices.

• Focus on Collaboration: Illustrate your ability to influence and align senior stakeholders across different functions, using specific examples of cross-functional partnerships.

• Structure for Clarity: Organize your portfolio logically, perhaps by theme (e.g., Platform Transformation, AI Implementation, Operational Excellence) or by key responsibilities outlined in the job description.

Challenge Preparation:

• Strategic Scenario: Be prepared to discuss how you would approach defining a long-term vision for research operations at a company like eBay, considering current trends in AI and automation.

• Operational Problem-Solving: Anticipate questions about how you would address common research operations challenges, such as scaling participant recruitment, ensuring data privacy and compliance, or integrating new research tools.

• AI/Automation Strategy: Prepare to discuss specific ways AI and automation can be applied to UX research operations to drive efficiency and improve outcomes.

📝 Enhancement Note: The interview process emphasizes strategic thinking, leadership, and a demonstrable track record of transforming research operations. A strong portfolio that clearly articulates impact and showcases expertise in systems and automation will be critical for success.

🛠 Tools & Technology Stack

Primary Tools:

• Research Operations Platforms: Experience with enterprise-grade platforms for managing participant recruitment, scheduling, consent, incentives, and panel management. Examples include UserTesting, Respondent.io, Qualtrics Panels, or custom-built internal systems.

• Collaboration & Project Management: Proficiency in tools like Jira, Confluence, Asana, Trello, or similar for workflow management, documentation, and cross-functional team collaboration.

• Survey & Data Collection Tools: Familiarity with tools such as Qualtrics, SurveyMonkey, Typeform, or Google Forms for survey design and data collection.

• AI/Automation Tools: Experience or a strong understanding of how AI and machine learning can be applied to research operations (e.g., for participant matching, sentiment analysis, automated reporting, workflow optimization).

Analytics & Reporting:

• Data Visualization Tools: Proficiency with tools like Tableau, Power BI, Looker, or Google Data Studio for creating dashboards and reports on operational performance and research impact.

• Analytics Platforms: Experience with web analytics tools (e.g., Google Analytics) and potentially product analytics platforms (e.g., Amplitude, Mixpanel) to understand user behavior and research context.

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

CRM & Automation:

• CRM Systems: Understanding of how CRM data (e.g., Salesforce) might be leveraged or integrated with research operations for customer segmentation or panel management.

• Workflow Automation Tools: Familiarity with tools or platforms that enable the automation of business processes, such as Zapier, Workato, or custom scripting.

• Integration Platforms: Knowledge of how different systems can be integrated to create a cohesive research operations ecosystem.

📝 Enhancement Note: The role requires a broad understanding of the technology landscape supporting research operations, with a specific emphasis on platforms that enable scalability, automation, and AI integration. Candidates should be prepared to discuss their experience with specific tools and their strategic approach to technology selection and implementation.

👥 Team Culture & Values

Operations Values:

• Customer-Centricity: A deep commitment to understanding and serving the needs of eBay's buyers and sellers through rigorous, efficient, and impactful user research.

• Innovation & Future-Forward: Embracing new technologies, particularly AI and automation, to continuously improve research operations and stay ahead of industry trends.

• Operational Excellence: A dedication to building and maintaining scalable, efficient, and high-quality processes and systems that enable seamless research execution.

• Collaboration & Partnership: Fostering strong relationships and working effectively with cross-functional teams (Design, Product, Engineering, Legal, etc.) to ensure research insights drive business decisions.

• Data-Driven Approach: Utilizing data and metrics to inform strategic decisions, optimize operations, and demonstrate the value and impact of research efforts.

Collaboration Style:

• Cross-Functional Integration: Actively seeks to embed research operations support within product development cycles and collaborate closely with Product Managers, Designers, and Engineers to ensure research needs are met efficiently.

• Process Review & Feedback: Promotes a culture of continuous improvement where research operations processes are regularly reviewed, and feedback from internal stakeholders and research participants is actively sought and incorporated.

• Knowledge Sharing: Encourages the sharing of best practices, learnings, and operational insights across the research and design communities at eBay to foster collective growth and efficiency.

📝 Enhancement Note: The culture at eBay, as reflected in this role, emphasizes a forward-thinking, collaborative, and customer-focused approach to operations. Candidates should demonstrate how their values and collaboration style align with these principles, particularly in driving innovation through technology and fostering strong partnerships across the organization.

⚡ Challenges & Growth Opportunities

Challenges:

• Scaling Operations in a Large Enterprise: Navigating eBay's complex organizational structure and diverse business units to implement standardized research operations systems and processes.

• Driving AI Adoption: Overcoming potential resistance to new technologies and ensuring effective integration of AI tools into existing workflows, while managing ethical considerations and data privacy.

• Balancing Self-Service with Governance: Enabling product teams to conduct research independently while maintaining high standards for quality, compliance, and data security.

• Measuring ROI of Research Operations: Clearly articulating and quantifying the business value and impact of research systems and operational improvements to secure ongoing investment and executive buy-in.

• Keeping Pace with Evolving Technology: Continuously evaluating and adapting to new tools, methodologies, and AI advancements in the rapidly evolving field of UX research and operations.

Learning & Development Opportunities:

• Advanced AI/ML in Research: Opportunities to deepen expertise in applying artificial intelligence and machine learning specifically to research operations challenges.

• Enterprise Platform Strategy: Gain hands-on experience in developing and executing long-term technology roadmaps for critical business functions within a global enterprise.

• Executive Communication & Influence: Hone skills in presenting complex strategies and driving change among senior leadership.

• Industry Best Practices: Stay at the forefront of research operations by attending industry conferences, engaging with professional communities, and exploring emerging best practices.

• Mentorship: Potential to mentor junior operations professionals and be mentored by senior leaders within eBay's Design or Technology organizations.

📝 Enhancement Note: This role presents significant challenges related to scale, technology adoption, and organizational change, which are also opportunities for substantial professional growth. Candidates who thrive in dynamic environments and are passionate about innovation will find ample room to develop their skills and advance their careers.

💡 Interview Preparation

Strategy Questions:

• "Describe your approach to defining a long-term vision for enterprise-level UX research operations. What key components would you prioritize, and how would you ensure alignment with business objectives?"

• "How would you leverage AI and automation to transform eBay's research operations? Provide specific examples of workflows you would target and the expected outcomes."

• "Imagine a scenario where multiple product teams require access to a central customer panel, but have conflicting needs for recruitment criteria. How would you design a system to manage these competing demands while ensuring data privacy and panel health?" Company & Culture Questions:

• "What do you know about eBay's customer base and the unique challenges of conducting research in the e-commerce space?"

• "How would you foster a culture of operational excellence and continuous improvement within a distributed, hybrid research operations team?"

• "How do you measure the success and business impact of research operations initiatives, and what metrics would you track for this role at eBay?" Portfolio Presentation Strategy:

• Structure your narrative: For each case study, clearly outline the problem, your strategic approach, the specific systems or processes you implemented or optimized, the technologies used, and the quantifiable results achieved.

• Focus on impact: Emphasize how your work directly contributed to eBay's goals, such as increasing research velocity, improving data quality, enhancing participant experience, or enabling greater research scale.

• Demonstrate systems thinking: Clearly articulate how your solutions integrated with existing infrastructure and contributed to a cohesive, scalable research operations ecosystem.

• Be ready for deep dives: Anticipate detailed questions about your technical choices, project management approach, stakeholder management strategies, and any challenges encountered and how you overcame them.

📝 Enhancement Note: Preparation should focus on demonstrating strategic leadership, deep operational expertise, a forward-thinking approach to technology (especially AI), and strong cross-functional collaboration skills. The portfolio presentation is a key opportunity to showcase tangible achievements and strategic thinking.

📌 Application Steps

To apply for this operations position:

• Submit your application through the provided Workday job portal link.

• Customize your resume: Tailor your resume to highlight your 15+ years of experience in UX Research Operations, Research Systems, or related enterprise platform transformations. Emphasize achievements related to scaling operations, implementing AI/automation, managing participant panels, and influencing senior leadership. Use keywords from the job description such as "enterprise scale," "AI-enabled," "workflow automation," and "strategic vision."

• Prepare your portfolio: Curate a selection of your most impactful projects that demonstrate your ability to design, implement, and scale research operations infrastructure. Focus on quantifiable results and case studies showcasing your strategic thinking, systems expertise, and leadership. Be ready to present this portfolio during the interview process.

• Research eBay's Design and Operations: Familiarize yourself with eBay's current product offerings, its customer segments, and any publicly available information on its design philosophy or technology initiatives. Understand how research operations supports the broader business goals of an e-commerce giant.

• Practice your interview responses: Prepare to answer behavioral and situational questions related to strategic planning, change management, cross-functional collaboration, and technology implementation, drawing on specific examples from your career.

⚠️ 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.