Research Strategy and Operations Manager

Job Description

Job Description

Research Strategy and Operations Manager

Description:

• Our Research team elevates human insights into the driving force of everything we do to inspire and provoke impact. As a Research Strategy and Operations Manager, you will manage programs for the Research Strategy and Operations team with your main function being the development and governance of a knowledge program leveraged throughout the organization. Other potential programs include surveys, recruitment, incentives, and AI capability development for the Research team.
• You will bring creativity to the operational aspects of the team and deal with solving the “how,” freeing up your peers to focus on crafting the “what.” You anticipate how decisions are made, persistently explore and uncover new ways of doing things, and work collaboratively with stakeholders. You have demonstrated strong performance in prior roles; you thrive in ambiguity and demonstrate problem-solving leadership with limited oversight.

Duties:

• Own Knowledge Management:
  • Further develop and own content around knowledge management including our Research Repository, Shared Drive, Airtable, and Glean Hub.
  • Assist in ensuring the work of the Research team is distributed throughout the company, aligned with our roadmap, and displays the scope and capabilities of our function.
  • Work with internal groups to uplevel the promotion of our work within the company.
  • Utilize knowledge management tools and processes to continually evangelize past, present, and future research work.
• Operational excellence:
  • Continuously examine, experiment, and measure improvements to our operational model and processes (e.g. automating tasks, improving workflows, developing repeatable methodologies).
• Key responsibilities include:
  • Work with stakeholders to build an information architecture for information sharing used by employees and partners
  • Create process that provides reports for stakeholders
  • Promote knowledge sharing through operational business processes and systems by strengthening links between knowledge sharing and information systems and improving integration among information systems in the organization to facilitate seamless exchange of clean, appropriate information across the organization
  • Build and nurture communities of practice, including workshops, trainings, one-on-one guidance, and troubleshooting for the team and partners
  • Build out knowledge metrics to support the business and drive improvements
  • Build a knowledge-centered support culture within our support organizations using Knowledge Centered Service (KCS) principles with our self-service platform
  • Develop ways to streamline content creation and consumption at Airbnb
  • Provide human factors and user experience knowledge and best practices to support organization and experience of users
  • Drive feedback obtained through analysis and testing back into development cycle
  • Develop and manage a centralized hub for AI vendor, tool, and pilot approvals, including evaluation processes, compliance review, and stakeholder coordination

Requirements:

• BA/BS degree, 6+ years of Operations, Research, Program Management, Product Management, Project Management or relevant experience
• Demonstrated ability to work through ambiguity to detailed solutions. Can take a vague problem, crisply frame the challenge, identify a path forward, and drive an initiative over the finish-line
• Experience working with researchers in a digital product organization and ability to communicate effectively with both technical and non-technical individuals
• Long-term strategic thinking balanced with near-term execution skills and distinctive problem solving skills
• Proven ability to build strong relationships and manage ambitious and operationally complex projects with cross-functional teams
• Passionate and enthusiastic about organizational excellence and attention to detail
• Develop work plans, gather, and synthesize relevant data and its management across the team to include hierarchy, taxonomy, tracking, etc. Lead analyses, develop final recommendations, and ensure they are implemented effectively and efficiently
• Deep knowledge of experience research and consumer insights space
• Experience with or understanding of cross-functional (pm, design & eng) product-driven organizations or digital agency
• Strong demonstrated experience with Airtable
• Knowledge of KCS methodologies for content creation and management

Compensation:

• $74.43 – 82.76/hr W—2

Req ID:

• 36507288