Senior Research Operations Lead, Research & Insights

Salesforce•Chicago, IL

4d•$148,500 - $246,000•Hybrid

About The Position

Salesforce is seeking a Senior Research Operations Lead to join their Research & Insights team. This role is crucial for understanding the Slack user experience and ensuring the company is meeting user needs. The primary responsibility will be to facilitate direct connections with Slack users, both current and prospective, to gather feedback on their experiences. This will help the company address user pain points effectively and improve customer sentiment, as measured by NPS. The position focuses on identifying and engaging Slack customers who are willing to share their perspectives with the Product Development and research teams, thereby catalyzing the ability to connect directly with customers.

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.