Research Operations Coordinator

HoneyBook is the leading business and financial management platform for independent small businesses. By combining tools like billing, contracts and client communication, HoneyBook helps business owners get organized so they can provide top-tier service at every step. HoneyBook is trusted by independent businesses across the U.S. and Canada who have booked more than $7B in business on our platform. Every day at HoneyBook we are on a mission to empower the independent economy to rise together, doing what they love.

Our award-winning culture is built on core values that drive everything we do, including putting people first. We know experience comes in many different forms, some visible on your resume, others not. No one candidate will be a 100% perfect match to our description, so if you thrive in a fast-paced, intellectually-charged environment and have similar experience to what we are looking for, we encourage you to apply.

Our research team is close-knit, collaborative, and supportive. We each bring unique strengths and interests to the group, and encourage each other to grow in our craft every day.

You are driven by customer centricity, efficiency, results and details while loving cross collaboration with teams and engaging connections with customers and users. You will establish and scale research and design operations, including managing the team repository and recruiting research participants.

Here are a few of the things you will do:

• Standardize and maintain UX research methods and supporting documentation, including a research repository, training materials, playbooks, and commonly used resources.
• Own operational aspects of the user research process which includes:
• Scheduling research interviews, working directly with potential participants and research team
• Updating participation records in research recruiting systems
• Grow, refine, and improve our research participant management ecosystem holistically
• You will be a key stakeholder in the continued growth of our internal research repository including defining, standardizing and maintaining how key user insights and research summaries are added to and consumed by team members across the organization.
• Within the research repository you will help to tag and identify users whom the research and design team should be reaching out to to better understand pains and needs for product and education improvements.
• Collaborate with our support and customer success teams on taxonomy management to align and ensure that we are capturing the correct user insights across teams
• Help run key research team programs, including new hire onboarding experience and team training initiatives
• Work with UX research and design leadership to identify team needs (process, tools, templates, etc.), make recommendations for improvement, and assist with the planning and execution of related projects
• Capitalize on automation and integration opportunities that demonstrate measurable reductions in time and effort
• Work with our research manager to create, drive and measure visibility for research projects and insights
• Be at the cutting edge of research trends, new practices and tooling in order to act as a source of knowledge and inspiration to the Research Team

Here is what is needed:

• Experience supporting research or similar teams in a project management or operations capacity, creating lean and scalable workflows and implementing process improvements
• A working knowledge on participant management platforms, programs, and processes. You are familiar with User Experience research methods (e.g., methods, expected timelines, steps involved, terminology)
• Has led efforts in building solid relationships with user-facing teams across entire departments or organizations (e.g., Data Science, Product education, Marketing, and Product Management)
• Experience implementing clear and cohesive org-wide workflows that support the people, product, and processes of impactful research outcomes
• An understanding of user privacy and compliance protocols
• Ability to be organized and agile by adapting and thriving in a constantly evolving organization, showing eagerness to tackle new challenges as they arise
• The flexibility to meet remotely with teammates and customers in different time zones, and occasionally travel to meet them in person
• Motivation to continuously seek opportunities to create efficiencies and are passionate and enthusiastic about organizational excellence
• Knowledge of product creation cycle and design process.
• A passion for learning and evangelizing systems and process to team members
• An excellent communicator (verbal and written) with strong presentation and interpersonal skills
• A confident, compassionate, and empathetic analytical thinker and demonstrate strong problem solving skills
• A team player who will take initiative and ownership of responsibilities and deliverables
• Organizational skills and ability to multi-task

Bonus:

• 1-2 years in Research Operation roles working directly with the User Experience Research team.
• Experience with online research and design tools (e.g., EnjoyHQ, UserZoom Go, Great Questions, Looker, User Interviews.)
• Experience with portfolio and project management tools (e.g., JIRA, Airtable, Trello).
• Experience working with distributed and international teams and process
• Experience working with product design operations

The good stuff:

• Mission driven. You'll be joining more than just another startup—our members are at the heart of everything we do; in fact, we invite them to co-work in our office and collaborate with us on the product itself.
• Impact. We move quickly and encourage every employee to push the envelope. Our best ideas come from out-of-the-box-thinking and innovation; be ready to fail fast and often!
• Compensation: We offer a competitive salary + meaningful equity based on merit.
• Benefits + Perks: From wellness programs to open paid time off and exceptional family leave policies, the health and happiness of our employees is foremost.
• Provisions: We give you the tools you need to get your job done and we provide a fully stocked kitchen and bar, happy hours, catered meals, and awesome company events.

The opportunity at HoneyBook is huge – our primary customers today are creative businesses that generate in aggregate $150B in revenue per year in the US. Our company, like the members we serve, thrives on creativity and risk-taking; in seven years, we've become the biggest and the most widely recognized player in the creative entrepreneur space. To date, HoneyBook has raised $498M and is backed by investors such as Norwest Venture Partners, AngelList founder Naval Ravikant, Medium CEO Ev Williams, Bebo's Michael Birch, and VCs such as Aleph, and Hillsven.

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HoneyBook is committed to diversity, inclusion and belonging and is proud to be an equal opportunity employer. We do not tolerate discrimination and do not make hiring or employment decisions on the basis of race, religion, color, national origin, sex, gender identity, age, disability, marital status, veteran status, or other applicable legally protected characteristics. We also consider qualified applicants with arrest and conviction records in accordance with the San Francisco Fair Chance Ordinance. We strive for the best candidate experience for all applicants and if you need special assistance, please let us know.

At the end of this application, you will find a set of voluntary demographic questions. If you choose to respond, your responses will be used to help us identify areas of improvement in our recruitment process. We can only see aggregate responses and are unable to view individual responses. In fact, we aren't even able to see if you've responded or not! Responding is your choice and it will not be used in any way in our hiring process.