UX Research Ops

📍 Job Overview

Job Title: UX Research Ops

Company: OneTrust

Location: Atlanta, Georgia

Job Type: Full-time

Category: UX Research Operations / GTM Operations

Date Posted: 2026-05-19T18:58:55

Experience Level: Mid-Senior Level (5-10 years)

Remote Status: Hybrid (3 days in office)

🚀 Role Summary

• This role is pivotal in establishing and scaling the operational framework for UX research, ensuring efficiency, quality, and strategic impact.

• Key responsibilities include designing and maintaining research systems, managing critical tooling (Pendo, Maze), and enabling cross-functional teams to leverage research insights effectively.

• The position demands a strong systems-thinking and service design mindset to build robust research infrastructure that supports planning, execution, synthesis, and reuse of research findings.

• A significant aspect involves ensuring ethical research practices, data privacy, and compliance, particularly within a highly regulated B2B Enterprise SaaS environment, including the responsible integration of AI tools.

📝 Enhancement Note: This role is positioned within the "UX Research Ops" domain, which bridges UX Research, Product Operations, and GTM Operations by focusing on the systems, processes, and tools that enable research at scale. The emphasis on B2B Enterprise SaaS and regulated industries suggests a need for robust governance and compliance frameworks.

📈 Primary Responsibilities

• Design, implement, and maintain scalable research systems to support the entire research lifecycle, from planning and execution to synthesis and insight reuse.

• Own the administration, governance, and best practices for core research operations tooling, including Pendo, Maze, and other relevant platforms, focusing on permissions, documentation, and taxonomy.

• Serve as a strategic partner and operational coach to UX Designers, Product Managers, and other cross-functional stakeholders, guiding them on research processes, systems, and tool utilization.

• Develop and manage robust recruitment channels, participant experience resources, and associated governance to support research efforts across multiple teams.

• Create standardized templates and guides for research artifacts, ensuring clarity in data sources, methodologies, limitations, and effective activation of insights.

• Collaborate closely with Legal, Security, and Product teams to ensure adherence to consent, privacy, and regulatory compliance standards in all research activities.

• Implement strategies and technologies to make research insights searchable, credible, and reusable, leveraging best practices and emerging AI for efficiency and reliability.

• Develop standardized templates for research reports, readouts, and plans to enhance consistency, clarity, and stakeholder trust.

• Create comprehensive onboarding materials, training modules, and documentation to facilitate efficient adoption and utilization of research systems and tools by researchers and collaborators.

• Evaluate, integrate, and govern AI tools to enhance research efficiency (e.g., synthesis support, tagging, pattern discovery) while upholding research rigor, human judgment, and ethical AI principles.

• Partner with the UX Research team to continuously refine research activation strategies, improve overall research quality, and drive operational efficiencies.

📝 Enhancement Note: The responsibilities highlight a blend of strategic system design and tactical execution. The emphasis on scaling, governance, and cross-functional enablement indicates a need for strong process orientation and stakeholder management skills, aligning with typical Senior Operations roles.

🎓 Skills & Qualifications

Education: Bachelor's degree in a relevant field (e.g., Human-Computer Interaction, Psychology, Sociology, Information Science, Operations Management) or equivalent practical experience.

Experience: 5-10 years of experience in UX Research Operations, Product Operations, or a related field, with a proven track record in B2B Enterprise SaaS environments.

Required Skills:

• Strong systems thinking and service design mindset for building and optimizing operational frameworks.

• Proven experience conducting quantitative and qualitative research, preferably within B2B Enterprise SaaS contexts.

• Demonstrated comfort and experience operating in highly regulated industry environments.

• Expertise in research insights management platforms, recruitment systems, and analytics tools.

• Ability to operate effectively at both tactical (e.g., template creation, tooling administration) and strategic (e.g., capability building, process scaling) levels.

• Exceptional organizational skills with a proactive drive for continuous improvement of systems and tools.

• Proficiency in evaluating and responsibly integrating AI tools for research efficiency while maintaining research integrity and ethical AI practices (risk assessment, bias mitigation, quality/accuracy reviews).

Preferred Skills:

• Experience with specific research operations platforms such as Pendo, Maze, UserTesting.com, Dovetail, or similar.

• Familiarity with data privacy regulations (e.g., GDPR, CCPA) and their implications for research.

• Experience in developing and delivering training and onboarding programs.

• Knowledge of AI ethics frameworks and responsible AI deployment strategies.

• Background in establishing and managing research repositories or knowledge management systems.

📝 Enhancement Note: The experience level and specific skills required, such as B2B Enterprise SaaS and regulated industries, indicate a need for candidates who can handle complex operational challenges and compliance requirements. The emphasis on AI integration points to a forward-thinking candidate.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Demonstrations of complex systems designed and scaled to support research operations, highlighting process efficiency gains.

• Case studies showcasing the implementation and optimization of research tooling (e.g., Pendo, Maze), including governance and user adoption strategies.

• Examples of research repository or insight management systems built or improved, emphasizing searchability, reusability, and impact on decision-making.

• Documentation of participant recruitment strategies and management systems, including ethical considerations and participant experience enhancements.

Process Documentation:

• Workflow designs for the research lifecycle, detailing how systems and tools streamline planning, execution, synthesis, and insight activation.

• Implementation guides for research operations tools, including setup, configuration, and best practice documentation.

• Methodologies for measuring the impact and efficiency of research operations processes and systems.

• Documentation of ethical review processes for research, including consent management and data privacy protocols.

📝 Enhancement Note: Candidates should be prepared to showcase tangible examples of their work that demonstrate systemic thinking, process improvement, and the successful implementation of operational frameworks within a research context. The portfolio should reflect an understanding of how operations directly impacts research quality and organizational efficiency.

💵 Compensation & Benefits

Salary Range: $93,750 - $140,625 USD annually.

Benefits:

• Comprehensive healthcare coverage (physical, mental, and emotional well-being).

• Flexible Paid Time Off (PTO).

• Equity in the form of Restricted Stock Units (RSUs).

• Annual performance bonus opportunities.

• Retirement account support.

• 14+ weeks of paid parental leave.

• Career development opportunities.

• Company-paid privacy certification exam fees.

• Other benefits may differ by country and will be discussed with the recruiter.

Working Hours: Standard 40-hour work week, with expectations for hybrid work (3 days in office).

📝 Enhancement Note: The salary range provided is specific to candidates based in California, Colorado, Connecticut, Nevada, New York, Rhode Island, and Washington. The compensation structure includes base pay, potential bonuses, and equity, typical for mid-to-senior level roles in the tech industry.

🎯 Team & Company Context

🏢 Company Culture

Industry: Technology, specifically focusing on Governance, Risk, and Compliance (GRC), with a strong emphasis on data privacy and AI governance. OneTrust is a leader in the AI-Ready Governance Platform™ space.

Company Size: Large enterprise (based on typical Greenhouse ATS postings for OneTrust, indicating a significant global presence and employee count).

Founded: 2016. OneTrust was founded with the mission to enable innovation through the responsible use of data and AI.

Team Structure:

• The UX Research Ops role likely sits within the Product or Design organization, collaborating closely with UX Researchers, Product Designers, Product Managers, and potentially GTM teams.

• The role functions as an operational backbone, implying close alignment with teams responsible for product development and go-to-market strategy.

Methodology:

• Data-driven decision-making, with an emphasis on leveraging insights from research to inform product development and strategy.

• Focus on responsible innovation, ensuring that data and AI are used ethically and securely.

• Commitment to continuous improvement of systems, processes, and tools to enhance efficiency and effectiveness.

• An "office-first" culture encouraging in-person collaboration, with most roles requiring three days per week in the office.

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

📝 Enhancement Note: OneTrust's focus on "responsible innovation" and "AI-Ready Governance" is central to its culture and product offerings. This role's success will be measured by its ability to enable this mission by operationalizing UX research effectively and ethically.

📈 Career & Growth Analysis

Operations Career Level: This role is positioned at a Mid-Senior level, often referred to as a Specialist or Senior Operations professional within UX Research or Product Operations. It requires significant autonomy and the ability to influence processes and systems.

Reporting Structure: Likely reports to a Director or Head of UX Research, Head of Product Operations, or a similar senior leadership role within the Design or Product organization. The role acts as a central operational hub, implying close interaction with various team leads and individual contributors.

Operations Impact: The core impact of this role is enabling the entire organization to conduct high-quality, efficient, and strategically impactful UX research. By scaling research systems and ensuring insights are discoverable and reusable, this role directly contributes to better product decisions, faster time-to-market, and a stronger understanding of user needs, ultimately driving business success and innovation.

Growth Opportunities:

• Specialization: Deepen expertise in UX Research Operations, AI ethics in research, or specific tooling administration.

• Leadership: Transition into managing a team of Research Ops professionals or leading larger operational initiatives.

• Cross-functional Mobility: Move into Product Operations, GTM Operations, or even Product Management roles leveraging a deep understanding of product development processes and user needs.

• Skill Development: Opportunities for certifications, training in AI ethics, advanced analytics, and process improvement methodologies.

📝 Enhancement Note: The role offers a clear path for growth within operations, particularly in specialized areas like research operations or broader product operations. The company's emphasis on AI and governance also presents opportunities to develop expertise in emerging fields.

🌐 Work Environment

Office Type: OneTrust embraces an "office-first" culture, emphasizing in-person collaboration. Most roles are expected to be in the office three days a week.

Office Location(s): Atlanta, Georgia is the primary location for this role. OneTrust has a global presence, but specific team operations are often centralized or coordinated from key hubs like Atlanta.

Workspace Context:

• The environment is designed to foster collaboration and innovation, with opportunities for in-person interaction and team events.

• Access to necessary operations tools and technology will be provided to support research operations tasks.

• Close interaction with UX Researchers, Product Designers, and Product Managers is expected, facilitating a dynamic and collaborative work environment.

Work Schedule: A standard 40-hour work week is typical, with flexibility expected for operations roles that often require proactive problem-solving and support across different time zones or project demands. The hybrid model allows for a balance between in-office collaboration and remote flexibility.

📝 Enhancement Note: The "office-first" approach suggests a culture that values in-person teamwork and spontaneous collaboration. Candidates should be comfortable with this structure and its implications for daily work.

📄 Application & Portfolio Review Process

Interview Process:

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

• Hiring Manager Interview: Focus on operational experience, systems thinking, problem-solving approach, and understanding of research methodologies. Be prepared to discuss your experience in B2B SaaS and regulated industries.

• Team/Peer Interviews: These interviews will likely involve discussions with UX Researchers, Product Designers, and potentially other Operations team members. Expect questions about collaboration, stakeholder management, and your approach to building and improving research systems.

• Portfolio Review/Presentation: A key stage will involve presenting your portfolio, showcasing specific projects related to research operations, system design, process optimization, and tooling implementation.

• Final Interview: May involve senior leadership to discuss strategic alignment, leadership potential, and overall fit within the organization.

Portfolio Review Tips:

• Show, Don't Just Tell: Prepare 2-3 detailed case studies that highlight your impact. For each, clearly define the problem, your approach (systems designed, processes implemented, tools managed), the challenges faced, and the quantifiable results or impact achieved.

• Focus on Systems & Processes: Emphasize how you built, scaled, or improved operational systems for research. Highlight your ability to create structure, governance, and efficiency.

• Tooling Expertise: Be ready to discuss your experience with specific research operations tools (Pendo, Maze, etc.), demonstrating how you've used them to solve problems or improve workflows.

• Ethical Considerations: For AI integration examples, clearly articulate your approach to ethical AI, risk assessment, and maintaining research integrity.

• Quantify Impact: Wherever possible, use metrics to demonstrate the success of your initiatives (e.g., reduced research cycle time, increased insight reuse, improved participant satisfaction).

Challenge Preparation:

• Be prepared for a potential case study or take-home assignment focused on designing a research operations system or solving a specific operational challenge related to research at scale.

• Practice articulating complex operational strategies and processes clearly and concisely.

• Prepare to discuss how you would approach integrating new tools or AI technologies responsibly within a research function.

📝 Enhancement Note: The portfolio review is likely to be a critical component. Candidates should curate their portfolio to specifically highlight their strengths in operationalizing research, managing complex systems, and driving efficiency in a B2B SaaS context.

🛠 Tools & Technology Stack

Primary Tools:

• Research Operations Platforms: Pendo, Maze (explicitly mentioned). Expect experience with other participant recruitment and management platforms (e.g., UserTesting.com, Lookback, UserZoom, Optimal Workshop).

• Insight Management & Synthesis: Tools like Dovetail, EnjoyHQ, Condens, or internal knowledge management systems.

• Project Management & Collaboration: Jira, Confluence, Asana, Trello, or similar for workflow tracking and documentation.

• Data Analysis & Visualization: Tools for analyzing quantitative research data and potentially BI tools (e.g., Tableau, Power BI) for reporting on operational metrics.

Analytics & Reporting:

• Familiarity with analytics platforms to track research operational efficiency and impact.

CRM & Automation:

• While not directly a CRM role, understanding how research insights feed into CRM or product development workflows is beneficial.

• Potential use of automation tools for tasks like participant scheduling, data tagging, or report generation.

• Familiarity with data privacy and consent management tools, given OneTrust's core business.

📝 Enhancement Note: Proficiency with specific research operations tools like Pendo and Maze is essential. Broader experience with tools that support the research lifecycle, data analysis, and operational efficiency will be highly valued.

👥 Team Culture & Values

Operations Values:

• Service Design Mindset: A commitment to designing and improving systems and processes with the end-user (researchers, designers, PMs) in mind.

• Efficiency & Scalability: A drive to create robust, repeatable processes and systems that can grow with the organization.

• Data-Driven & Ethical: A strong emphasis on using data to inform decisions and upholding the highest ethical standards, particularly in data privacy and AI usage.

• Collaboration & Partnership: A proactive approach to working with cross-functional teams, building strong relationships, and acting as a trusted advisor.

• Continuous Improvement: A culture of constantly seeking ways to optimize operations, tools, and workflows.

Collaboration Style:

• Proactive & Consultative: Expected to actively identify operational needs and consult with stakeholders to develop solutions.

• Cross-functional Integration: Works closely with Product, Design, Legal, and Security to ensure seamless research operations and compliance.

• Knowledge Sharing: Fosters an environment where best practices, tools, and insights are shared openly to benefit the entire organization.

• Process-Oriented: Values clear documentation, standardized procedures, and effective workflows to ensure consistency and quality.

📝 Enhancement Note: OneTrust's mission around "responsible innovation" and "trusted data" will likely permeate the team's values. Candidates should demonstrate a commitment to ethical practices, data integrity, and enabling innovation through robust operations.

⚡ Challenges & Growth Opportunities

Challenges:

• Scaling Operations: As OneTrust grows, the challenge will be to scale research operations systems and processes effectively without compromising quality or compliance.

• Ethical AI Integration: Safely and effectively integrating AI tools into research workflows while mitigating risks related to bias, privacy, and accuracy.

• Cross-Functional Alignment: Ensuring consistent adoption and adherence to research operations best practices across diverse teams and stakeholders with varying needs and priorities.

• Data Governance in a Regulated Industry: Navigating complex compliance requirements (privacy, security) within a highly regulated environment for all research activities and data handling.

• Insight Activation & Reuse: Developing systems that ensure research insights are not siloed but are easily discoverable, understood, and actionable by relevant teams.

Learning & Development Opportunities:

• AI in Research: Deep dive into the application of AI for research synthesis, analysis, and operational efficiency with a focus on ethical considerations.

• Governance & Compliance: Enhance expertise in data privacy regulations and compliance frameworks relevant to research data.

• Process Optimization: Develop advanced skills in Lean, Six Sigma, or other process improvement methodologies applied to research operations.

• Tool Specialization: Become an expert in key research operations platforms, potentially earning certifications.

• Strategic Operations: Gain exposure to strategic planning and capability building within a growing product organization.

📝 Enhancement Note: The challenges presented are typical for a rapidly growing tech company in a regulated space, offering significant opportunities for a candidate to make a substantial impact and develop specialized skills.

💡 Interview Preparation

Strategy Questions:

• "Describe your approach to designing and scaling research operations systems for a growing B2B SaaS company. What key components would you prioritize?"

• "How would you balance the need for efficiency in research with the ethical considerations of data privacy and AI integration? Provide a specific example."

• "Walk me through a time you improved a critical research process or implemented a new tool. What was the challenge, your solution, and the measurable outcome?"

Company & Culture Questions:

• "How does OneTrust's mission of 'responsible innovation' resonate with your approach to UX research operations?"

• "Describe your experience working in a highly regulated industry. What are the unique operational considerations?"

• "How do you foster collaboration and build trust with cross-functional partners like Product Managers and Legal teams?"

Portfolio Presentation Strategy:

• Structure: Use a clear narrative for each case study: Problem -> Solution (your role, process/system designed, tools used) -> Results (quantified impact) -> Learnings.

• Visuals: Incorporate screenshots of systems you've designed, templates you've created, or dashboards you've built. Avoid overly sensitive internal data.

• Focus on "Ops": Highlight how your work improved efficiency, scalability, consistency, and the overall quality of research operations.

• AI Integration: If applicable, clearly articulate the benefits, risks, and ethical safeguards of any AI tools you've integrated.

• Conciseness: Be prepared to present your key projects within a set timeframe (e.g., 15-20 minutes), allowing ample time for Q&A.

📝 Enhancement Note: Expect behavioral, situational, and technical questions. Be ready to back up your claims with specific examples from your experience, especially those demonstrating systems thinking, problem-solving, and operational impact.

📌 Application Steps

To apply for this operations position:

• Submit your application through the OneTrust careers portal via the provided Greenhouse link.

• Tailor your Resume: Highlight experience in UX Research Operations, Product Operations, B2B Enterprise SaaS, and regulated industries. Quantify achievements related to process improvement, system scaling, and tooling implementation. Use keywords from the job description.

• Prepare Your Portfolio: Curate 2-3 impactful projects that demonstrate your systems design, process optimization, and tooling management skills. Focus on case studies with clear problems, your operational solutions, and measurable outcomes. Be ready to present this effectively.

• Research OneTrust: Understand their product suite, mission around responsible innovation and AI governance, and their "office-first" culture. Prepare thoughtful questions about their research practices and operational challenges.

• Practice Interview Responses: Rehearse answers to common operations and behavioral questions, focusing on your ability to think systemically, manage stakeholders, and drive efficiency.

⚠️ 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.