US Research Services Operations Leader

Qualtrics Provo , UT 84601

Posted 3 months ago

Company Description

Qualtrics is a rapidly growing world-leading insight platform that has transformed the way businesses collect, analyze, and act on valuable insights that drive better decision-making. We offer a single insight platform that captures customer, market, and employee insights in one place. We are a compelling Software as a Service (SaaS) company backed by three of the top venture capital firms in the world, Sequoia Capital, Accel Partners, and Insight Venture Partners.

Whether you are building voice of the customer, employee engagement, or market research programs, you can do it all on Qualtrics. We are doing just that for many of the world's most forward-thinking brands including HP, Wells Fargo, JetBlue, and Marriott International.

Qualtrics has more than 10,000 enterprise clients worldwide, nearly 2,000 employees, very strong quarter-over-quarter revenue growth. Come see why our employees and clients love being part of the Qualtrics team!

The Research Services team is a significant business unit of Qualtrics that provides a wide range of services for our customers' research projects, both academic and corporate. We've executed more than 30,000 projects that provide compelling insights into the decisions and research our customers undertake. With 40%+ year over year growth, we're on a rocketship growth trajectory. Ready to climb aboard? If our Research Services unit were a stand-alone market research company, we'd be among the top 15 largest MR firms (and growing steadily as we continue to disrupt the traditional approach to research).

Position Description

As our Research Services business grows, finding a strong leader for our US-based operations teams is increasingly critical. Our US operations teams support more than 80% of our global revenue, and we are making a serious investment to raise the bar on both the efficiency and effectiveness of our operations work.

The US Operations Leader will have direct management responsibility for several critical teams and functions:

  • Project Management - leading and executing thousands of sample and full-service research projects

  • Data Collection - overseeing data collection during the sample field process

  • Research Management - consulting and advising clients on research best practices and methodology

  • Sales Support - providing critical operational and logistical support to our sales team

As the overall leader of US Operations, your success will be determined by four key metrics:

  • Support for aggressive revenue targets (as an enabler of the quota-carrying sales team)
  • Attainment of profitability goals (as measured by contribution margin)
  • Assurance of high levels of quality and customer satisfaction (as measured, in part, by NPS)
  • Engagement of operational employees (as measured by engagement metrics and retention goals)

We care deeply about our people at Qualtrics. As a senior leader, you will have the opportunity to shape and guide the happiness and development of extremely capable professionals. You will have a large focus on growing and supporting the team, especially as it relates to project ownership, operational optimization, and career progression. Most of your direct reports will be team leaders and managers, but your scope includes 2nd and 3rd level employees.

Primary responsibilities include the following:

  • Provide coaching and mentorship to guide career development.

  • Accurately evaluate the performance of team members & provide direct and actionable feedback.

  • Manage team capacity, forecasting, organizational structure, and resource allocation.

  • Exceed aggressive hiring goals by developing new strategies, interviewing candidates, and utilizing LinkedIn to source and recruit candidates.

  • Design and/or implement innovative global and scalable operational processes that increase efficiency and improve both employee engagement and client experience.

  • Communicate team impact and results to key stakeholders and act as an advocate for the team within Qualtrics.

  • Oversee team execution of Research Services projects and initiate new strategies to ensure that projects are run smoothly, timely, and thoroughly.

  • Understand key job functions of Research Services Operations teams to assist on project escalations and effectively train and communicate with the team.

  • Train the team on key topics, including data quality, vendor relationships, process management, process improvement, research best practices, professional communication, interpersonal skills, and leadership skills.

  • Ensure customers are happy with their experience with our team and help drive increased NPS scores.

  • Work closely with cross-functional counterparts to identify and drive initiatives. Partner especially closely with other operations leaders in EMEA and APAC, sales leaders and sales teams to ensure strong collaborative relationships.

  • Execute strategic team-wide and department-wide initiatives with our Global Head of Operations.

Minimum Qualifications

  • 8+ years leadership experience with proven ability to build and lead teams using concrete and measurable results

  • Experience in customer-facing roles

  • Comfortable in a fast-paced, unstructured, and highly competitive environment

  • Ability to communicate clearly and pleasantly through both written and spoken mode

  • Ability to prioritize and to think strategically to set and meet aggressive goals

  • Bachelor's degree from a selective university

Preferred Qualifications

  • Market research industry experience
  • MBA or advanced degree from a top-tier university
  • 1-2 years of experience in the SaaS (Service as a software) industry
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