Senior Research Operations Lead, Research & Insights

Salesforce•San Francisco, CA

About The Position

Salesforce is looking for a Senior Research Operations Lead to identify, engage, and recruit high-quality participants for user research studies. This role will serve as the bridge between the research team and diverse user voices, ensuring the right people are heard at the right time. The primary responsibility will be to make it easier than ever to connect directly with Slack users (both current and prospective) to gather their experiences and perspectives. This will help the company connect directly with customers, address user pain points, and increase customer sentiment as measured by NPS. The position's primary responsibility will be to make it easier than ever to connect directly with Slack users (both current and prospective). They will focus on identifying and reaching out to Slack customers willing to share their experiences and perspectives with our PDE and research teams. This will catalyze our ability to connect directly with customers, ensure we're thoughtfully addressing our users' biggest pain points, and ultimately enable us to increase customer sentiment as measured by NPS (PDE Method M5).

Requirements

5+ years of recruiting experience, specifically focused on research operations, user research, or customer insights.
Experience navigating the complexities of recruiting in a B2B/Enterprise environment (e.g., reaching IT Admins and decision-makers).
Strong skills in managing multiple high-priority recruitment projects simultaneously with meticulous follow-through.
Excellent written and verbal communication skills with a focus on “being a great host”—ensuring every user has a pleasant experience with Slack Research.
Familiarity with research recruiting tools and CRM systems (e.g., Ethnio, UserInterviews, Salesforce, or Qualtrics).
A deep commitment to building diverse and inclusive participant pools.

Responsibilities

Source and recruit participants for qualitative and quantitative research studies, including interviews, usability tests, surveys, and focus groups.
Manage the full recruitment lifecycle: outreach, screening, scheduling, confirmation, and follow-up.
Build and maintain a diverse panel of research participants across various demographics, personas, and customer segments.
Develop and manage tracking systems to ensure data quality, participant history (to prevent over-sampling), and privacy compliance.
Partner with researchers to understand specific study requirements and develop tailored recruitment strategies.
Engage and manage external recruitment vendors to ensure high-quality recruits and operational excellence.
Identify opportunities to automate manual recruiting workflows to reduce the time-to-recruit for the research team.