Program Manager Tech 3

Summary:

As a vendor supporting the Collaborative Experience Design (CxD) team, this role plays a critical part in enabling the smooth, scalable, and high-impact execution of User Experience Research (UXR) for the team. The role focuses on operational and communication excellence, supporting impactful research outcomes, fostering deeper customer and executive engagement, and ensuring efficient collaboration within the team. You will support and scale UXR by coordinating complex research programs, building durable operational infrastructure, facilitating executive-level workshops, and ensuring that insights are not only generated but adopted, discoverable, and actionable across the organization.

Responsibilities:

• Systems Building & Operational Excellence: Identify, architect, and maintain solutions in the end-to-end research lifecycle, such as scalable participant recruitment and scheduling workflows. Author, maintain, and enforce Standard Operating Procedures (SOPs) and playbooks that professionalize the research practice and ensure consistency across different product groups and stakeholders.
• Creative Communication & Stakeholder Enablement: Create cross-functional communication materials, including newsletters and executive-ready updates that highlight UXR activities, insights, and ongoing programs to ensure visibility and alignment. Facilitate consistent internal communication by sharing research outcomes, operational updates, and progress across the UXR team, enabling transparency and collaboration.
• Research Operations, Scheduling & Program Support: Coordinate user panels and research sessions across platforms, including complex, non-standard, or high-stakes research engagements. Manage scheduling of sessions at scale, proactively identifying dependencies, conflicts, and risks and resolving them before they become blockers. Act as an operational partner to researchers, removing friction from research execution so teams can focus on insight generation.
• Documentation & Process Management: Document UXR workflows, methodologies, and best practices to create clarity, repeatability, and operational resilience. Manage and maintain stakeholder-facing content, including customer stories, research reels, and outcome summaries&mdashensuring accuracy, accessibility, and impact.

Requirements:

• Preferred: Bachelor&rsquos or Master&rsquos degree in a creative field (Design, Communication, Media, or related discipline) or an MBA with an interest in user research, customer engagement, or operations.
• Additional consideration: Equivalent professional experience in research operations, program coordination, workshop facilitation, or design operations may be considered in lieu of a formal degree.

Required Skills:

• Experience in project coordination or program management within a research, design, or creative environment.
• Proficiency in developing and coordinating workshops or events, preferably focused on customer engagement or executive alignment.

Preferred Skills:

• Strong communication skills, with demonstrated ability to craft impactful newsletters, updates, and workshop materials that effectively convey research insights.
• Strong organizational skills, with attention to detail and experience managing schedules, tracking project progress, and maintaining documentation.
• Workshop expertise, including familiarity with designing and facilitating interactive sessions for executive or high-impact audiences.
• Familiarity with SharePoint, Teams, and Excel, as well as design and research tools like Figma, Sketch, or Jira.
• Process-focused mindset, with experience documenting and standardizing workflows to drive operational efficiency.
• Customer-focused orientation, with an understanding of user research and its role in driving innovation and inclusivity.

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