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An overview of my Operations Management   
 

  • Associate & contractor management of teams of 10+

  • Team structure & Workflow processes development

  • KPI Development

  • Jr. Researcher training

  • Introduction & habituation of Benchmarking

  • Template development

  • Analysis toolkit facilitation

  • Vendor Acquisition

  • Budgeting & Resource Management

Measure of existing processes & solutions

Uncover synchronicities across departments

Amend friction & barriers across teams and engage on win-wins.

Roll-out operations pilots with cautious constraints.

These three facets of research operations alone have a massive impact on research velocity, researcher wellbeing, and actionable insights: 

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RECRUITMENT ENABLEMENT

Unlock customer pipelines across all channels as a tool for UXR empowerment.

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FLEXIBLE TEMPLATING

Formalized deliverables yet tailor-made to the organizations needs'. Expectations management at KO for how findings will be distributed.

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INSIGHTS REPOSITORY

Robust, trackable, and relevant documentation decreases the need for redundant research within the year.

In my first 3 post-grad organizations, the companies expanded as such within one year... 

  • Hire #19 → 51 employees

  • Hire # 13 → 43 employees

  • Hire # 142 → 228 employees

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Working for multiple organizations as they expanded from single-researcher teams to a more holistic  UX & Consumer Insights operation has hardened my apptitude for balancing methodology growth with a lean, nimble, and cost-effective mindset.

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My management philosophy is based on structured collaboration.

Multi-disciplinary & cross-department Integration must be built in, not just when the methodology calls for it.

IMPLEMENTATION AT A GLANCE​
 

  • 8+ Research vendor decisions 

  • 6+ different task management tools

  • 4+ Panel Management APIs

  • B.I. Modeling --> Recruitment Pipelines

  • Participant payment trackers

  • SDK Intercept integrations

  • Conference tool vendor decisions

  • Restructured / Overhauled teams (x3)

  • Lead during Company acquisitions (2)

  • Program Manager of external outsourcing of contract researchers

Management Spotlight: 'Crowd-coder' model

During my time at YouEye & UserZoom, I managed up to 24 external contractors. 

 

My responsibility included on-boarding, training, testing, qualifying, assigning, documenting, and confirming their work all while maintaining my own A-Z projects.

How did I balance my time? 

Mapping the Associate training, assignment, and delivery process.

  • UX Directors and Managers often fail to explore the same customer journey mapping that they would use for a product to their own internal workflows.  Doing so with my external contractors led to significantly reduced process time.  
     

  • I was able to identify areas of my own inefficiency, opportunities for templates, finance-barriers, and product gaps for assigning Associates into the system. 
     

  • It also allowed the wider team to explore a crowd-sourced method of Qualitative Coding - an initiative that can speed up Qualitative analysis by 400%. 

PRINCIPLES FoR GUIDED COLLABORATION

1. Consistency amidst adaptability.
 

2. Focus on clarity, accuracy and thoroughness in communication.

3. Set the goal of working as a team.

4. Publicly reward and recognize hard work.

5. Be the example.

6. Never go with 'one-size-fits-all.

7. Remain as transparent as possible.

8. Encourage all opinions and ideas.

9. Help people enjoy work.

10. Listen and ask questions.

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