Sr. Research Program Manager

SRS Consulting Inc is a leading organization in the research industry, dedicated to enhancing customer experiences through innovative research methodologies. Our mission is to provide valuable insights that drive meaningful improvements across consumer, XO, and merchant portfolios. We foster a collaborative work culture that values expertise, creativity, and strategic thinking to achieve impactful results.

We are currently seeking a Sr. Research Program Manager to oversee the implementation of our CSAT/experience measurement program. In this role, you will be responsible for establishing and managing operations for the Experience Measurement team, utilizing various customer listening posts and data analysis techniques to enhance the overall customer experience. As a strategic partner to researchers, you will optimize processes and elevate the quality of experience measurement within our organization.

The ideal candidate for this position will have experience in managing and implementing experience measurement tools and technologies, collaborating effectively across multiple teams, maintaining experience measurement roadmaps, and utilizing program management tools such as JIRA and Asana. Responsibilities include identifying areas for improvement in workflows and processes, developing clear protocols and best practices, coordinating with relevant teams for data access, overseeing selection and maintenance of measurement tools, establishing reporting rhythms for Experience Measurement metrics, and communicating insights to stakeholders. If you possess excellent organizational skills, strong knowledge of survey methodologies, and the ability to manage roadmaps effectively – we invite you to apply for this role as a Sr. Research Program Manager at SRS Consulting Inc.

This position is ideal for experienced professionals looking to make a significant impact on customer experiences through research-driven strategies. Join us in our mission to drive excellence in customer satisfaction across diverse portfolios by applying your expertise in research program management within a dynamic and collaborative work environment.

• Experience in managing and implementing experience measurement tools and technologies
• Proven ability to maintain and groom experience measurement roadmaps and backlogs
• Familiarity with program management tools such as JIRA and Asana
• Track record of effective collaboration for customer listening post optimization
• Excellent cross-functional collaboration skills and ability to influence
• Strong knowledge of survey methodologies

• Identify areas for improvement in experience measurement workflows and processes, and lead initiatives to optimize efficiency and effectiveness
• Develop and document clear protocols, standard operating procedures (SOPs), and best practices for project intake, governance, and execution
• Coordinate with data engineering, data analytics, and information security teams to enable access to customer experience data
• Establish the rhythm of our Experience Measurement reporting, providing cross-functional and senior leadership-level visibility and alignment on goals and milestones

• Organizational skills
• Survey methodologies knowledge
• Program management tools expertise
• Data analysis software proficiency
• Communication skills

Seniority Level: Senior Level

Job Functions: Operations

• Research
• Program Management

Industries : Technology

• UX Research
• Data Analytics