Research Operations Professional

Research Operations Specialist

At eBay, we're more than a global ecommerce leader — we're changing the way the world shops and sells. Our platform empowers millions of buyers and sellers in more than 190 markets around the world. We're committed to pushing boundaries and leaving our mark as we reinvent the future of ecommerce for enthusiasts.

Our customers are our compass, authenticity thrives, bold ideas are welcome, and everyone can bring their unique selves to work — every day. We're in this together, sustaining the future of our customers, our company, and our planet.

Join a team of passionate thinkers, innovators, and dreamers — and help us connect people and build communities to create economic opportunity for all.

About The Role

eBay is seeking an ambitious and meticulous Research Operations Professional to join our dynamic UX Research Team. This crucial role focuses on establishing the operational framework that supports our researchers, designers, and product managers in delivering world-class user experiences.

You will be the main contact for our research tools and participant logistics. You will fully manage our Qualtrics platform and simplify qualitative research scheduling. This role allows you to replace a key external consultant, improve team agility, and ensure smooth research processes.

If you are an active problem-solver who enjoys improving processes and wants to develop your data analytics skills, this role suits you well.

What You'll Do

• Qualtrics Platform Management:
• Own the entire Qualtrics lifecycle, from programming and testing complex surveys to deploying them efficiently.
• Design, build, and maintain interactive Qualtrics dashboards to provide collaborators with real-time insights and track key UX metrics.
• Manage all platform administration, including user access, permissions, and training researchers on guidelines and new features.
• Assist with the initial analysis and visualization of survey data to support the research team.
• Participant & Scheduling Management:
• Coordinate the end-to-end scheduling for all qualitative research sessions, including user interviews and usability tests with our buyer and seller communities.
• Manage participant recruitment pipelines, including screening, communication (invitations, reminders), and the timely distribution of incentives.
• Maintain and optimize our participant database, ensuring full compliance with data privacy guidelines.
• Operational Excellence & Innovation:
• Provide essential assistance for the team's collection of research tools, including video conferencing and collaborative whiteboarding platforms.
• Document and refine research operations processes to create a scalable and efficient system.
• Collaborate with UX Researchers to investigate and apply Agentic AI solutions aimed at automating repetitive tasks and improving team productivity.
• Strategic & Collaborator Support:
• Act as an essential operational collaborator for the UX Metrics Program and offer logistical assistance for the Seller Customer Advisory Board (scheduling, surveys, communications).
• Growth Opportunities in Data Analytics:
• Collaborate directly with the Senior Data Analyst to deliver deeper, data-driven insights; proficiency in SQL, Snowflake, Python, and Tableau is required, with Alteryx a plus.

What You'll Bring

• Experience: 1-3 years of experience in research operations, project coordination, or a similar role supporting a research, UX, or product team.
• Technical Proficiency:
• Essential: Proven, hands-on expertise with the Qualtrics platform, including complex survey programming, dashboard creation, and administration.
• A plus: Familiarity with research tools (e.g., UserTesting, Dovetail, Miro or equivalent experience) and video conferencing platforms; JavaScript for setting up site intercepts.
• Organizational Skills: Exceptional attention to detail, with the ability to manage multiple projects, priorities, and deadlines simultaneously without sacrificing quality.
• Communication Skills: Strong written and verbal communication skills, with a professional and empathetic approach to interacting with internal collaborators and external research participants.
• Approach: A proactive, problem-solving approach with a passion for improving processes and driving efficiency.
• Interests:
• A solid, proven enthusiasm for data analytics and an eagerness to acquire new skills and programming languages such as SQL, Python, Alteryx, and Tableau.
• Curiosity about emerging technologies like Agentic AI and their application in streamlining operations.
• A genuine passion for user experience research and its power to shape product development.

What Success Looks Like

Within your first 12-18 months, you will have:

• Successfully transitioned all Qualtrics responsibilities in-house, eliminating the need for our $75,000 annual consulting engagement.
• Significantly reduced the average time-to-launch for surveys and increased the consistency of dashboard reporting.
• Simplified the qualitative scheduling process, leading to higher participant attendance and allowing UX Researchers to dedicate more time to strategic analysis.
• Recognized and introduced at least one Agentic AI solution to automate a key operational task.
• Received positive feedback from the UX Research, Design, and Seller Customer Advisory Board teams regarding the quality and dependability of your operational support.
• Showed evident growth in your skills with Snowflake/SQL, Python, Alteryx, or Tableau by collaborating with the data analytics team.