Research Operations Program Manager | Remote (US, EST/CST Time Zone)

About this role

ABOUT MAZE

Maze is the user research platform that helps companies build the right products faster by making user insights available at the speed of product development.

In most companies, research demand far exceeds supply. Time, cost, and lack of access to expertise hold teams back. In today’s AI-powered world, anyone can build a product fast. The real challenge? Deeply understanding user needs and building the right product. That’s where Maze comes in.

We believe companies shouldn’t have to choose between building fast and building right. Maze makes research accessible, intuitive, and fast so product teams can put user insights at the center of every decision.

Our platform enables researchers, designers, and product managers to quickly recruit participants, run studies autonomously, and surface insights that actually drive product decisions. Our AI capabilities automate the busywork and add depth and direction to the insights themselves.

That’s why Maze was recently named the #1 user research platform in UX Tools’ Design Tools Survey https://www.uxtools.co/survey/user-research/user-testing-overview—and why we’re scaling fast across industries like B2B SaaS, e-Commerce, Financial Services, Retail, and Automotive, supporting world class customers such as Uber, Amazon, Atlassian, Anthropic & more.

Maze is a Series B company backed by top-tier investors (Felicis, Emergence & Amplify). We operate a global remote workforce driven by our core values https://maze.co/about-us/.

ABOUT THE ROLE

We’re looking for a Research Operations Program Manager to help build and scale our research recruitment operations at Maze.

In this role, you’ll work with prospects, customers, and partners to help our users recruit the right participants for their studies. You’ll sit at the center of our research participant marketplace https://maze.co/features/research-panel/, where customers come to Maze with recruitment needs and we fulfill them through our network of panel partners.

You’ll play an important role in delivering a great experience for our customers while helping shape the processes, tools, and strategy behind our growing recruitment business.

AS A RESEARCH OPERATIONS MANAGER AT MAZE, YOU WILL:

- Own relationships with our panel vendors, assessing performance across quality and fulfillment to determine how we prioritize and route orders.

- Onboard new panel vendors based on business needs, including running due diligence to ensure quality and compatibility.

- Review and interpret customer recruitment requirements and assess feasibility.

- Place and manage orders across our network of panel vendors.

- Monitor order progress and fulfillment, proactively identifying and flagging issues or delays.

- Troubleshoot common fulfillment challenges, including low incidence rates and screener drop-off, and escalate when needed.

- Build end-to-end processes that improve the efficiency and scalability of our operating model.

- Partner with Product and Engineering to help shape and build the internal tools that support our operations.

- Bring operational insights into decisions around our product roadmap and pricing.

- Develop customer-facing materials that make our recruitment offering easy to understand and use.

- Take on additional areas of ownership as the business grows, based on your strengths and interests.

YOU SHOULD APPLY IF:

- You have 3+ years of experience in operations, consulting, research operations, UX research, or market research.

- You’ve worked in fast paced, ambiguous environments and have experience taking projects from strategy through implementation.

- You’re scrappy and resourceful, and comfortable figuring things out as you go.

- You have strong attention to detail and can manage multiple moving pieces without losing sight of the customer experience.

- You’re a strong collaborator who can work effectively with a wide range of internal and external stakeholders and keep projects moving forward.

- You’re an exceptional communicator who can deliver recommendations clearly and concisely to customers.

- You’re comfortable presenting to both technical and executive audiences, whether through presentations, demos, or more informal discussions.

- You’re a high-energy team player with a strong track record of building collaborative relationships across an organization.

NICE TO HAVE:

- Experience working at a high-growth B2B SaaS company.

- Experience in Market Research or UX Research.

- Experience working in a remote environment.

INCLUSIVITY AND PAY

At Maze, we are dedicated to building an equitable, inclusive, and authentic workspace. Unique and diverse perspectives are welcomed, and continuous growth is encouraged. We believe that people are more than their resumes, so if your past experience looks different than the criteria listed, we'd still love to hear from you. We appreciate and celebrate non-traditional life routes and encourage you to apply should you connect with a job description or the Maze culture.

Maze values transparency and it enables us to approach compensation equitably across the world. We are informed by data and regularly check our salary ranges (either United States or Rest of World) against other venture backed companies. Additionally, we are proud of our holistic and generous benefits offerings, included in every compensation package.

Your salary is dependent upon many factors, including years of experience, expertise, etc. During your first interview, you can expect to have an open conversation with your recruiter regarding your compensation expectations.

WHY MAZE IS UNIQUE

- Early-stage startup: You will join an early-stage startup with less than 150 team members. This means you'll have the unique opportunity to directly impact success and help shape the future of Maze.

- Market disruption: We believe that the way companies build products is fundamentally broken and the user research market is…