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Research Operations Specialist
PlaylistBrazil
Apply About the Company:
At Playlist, life's richest moments happen when people step away from screens to move, connect, explore, and play. We're building the definitive platform for intentional living, connecting people with inspiring experiences in fitness, wellness, and beyond. With popular brands like Mindbody and ClassPass, Playlist empowers businesses and individuals, making it effortless for aspirations to become actions. Join us in reshaping technology's role to foster meaningful, real-world connections.
About the Role
We're looking for a Research Operations Specialist to build and scale the systems that make customer insights accessible across our organization.
This role sits at the intersection of Research, Product, Design, Operations, and AI. You'll design the infrastructure that enables teams to connect with customers efficiently, run high-quality research at scale, and continuously improve how insights flow into product decisions. Success in this role is measured by how much easier you've made it for others to learn from and access our customers.
You'll own the operational foundation behind research: participant operations, recruiting, customer panels, governance, tooling, scheduling, workflows, and automation. You'll identify friction, simplify complex processes, and build scalable systems that allow researchers and product teams to spend less time coordinating research and more time generating meaningful insights.
We're looking for someone who has a proven track record of implementing new systems and gets energized by solving operational problems at scale. You naturally see repetitive work as an opportunity for automation. You're comfortable experimenting with AI tools to build dashboards, workflows, scripts, and internal solutions that dramatically increase leverage. You enjoy creating systems that feel effortless for the people using them.
What You’ll Do
Build scalable research operations
- Design, implement, and continuously improve research operations processes, standards, and governance.
- Create scalable frameworks for research intake, prioritization, participant management, scheduling, and project tracking.
- Identify operational bottlenecks and continuously improve workflows through automation and process optimization.
- Build the operational infrastructure that enables customer-centric decision making across the organization.
Own participant operations
- Manage participant recruitment, scheduling, incentives, and communications across research studies.
- Build and maintain customer panels across global markets, ensuring high-quality participant engagement and governance.
- Partner with Procurement and Legal to manage research vendors, participant contracts, and recruiting partners.
Scale customer access
- Partner with researchers, designers, product managers to understand their needs and develop solutions that enable them to have faster and easier access to customers.
- Develop programs that safely democratize customer research by enabling product teams to conduct lightweight research within established guardrails.
- Create documentation, playbooks, templates, and training that increase research quality and consistency.
Improve our research technology ecosystem
- Own and optimize our research operations tooling, including platforms such as Dovetail, UserTesting, Ethnio, Pendo, Mixpanel, Snowflake, Notion, and similar tools.
- Evaluate and implement new technologies that improve operational efficiency and customer access.
- Build AI-powered workflows, automations, dashboards, and integrations that reduce manual work and improve research velocity.
Embraces AI as a force multiplier
- We believe AI will fundamentally change how research operations are performed. You will focus on building AI-powered workflows that eliminate repetitive work.
- Prototype lightweight internal tools, dashboards, and automations.
- Use modern AI tools (ChatGPT, Claude, Cursor, or similar) to improve productivity.
- Continuously experiment with new technologies that help teams connect with customers faster and learn more effectively.
Who You Are
- Experience in Research Operations, UX Research Operations, Program Management, Product Operations, or another systems-focused operational role.
- Passionate about building scalable operational systems rather than owning research strategy or conducting research full-time.
- Deep understanding of UX research workflows, participant operations, governance, repositories, and customer recruitment.
- Experience managing research operations platforms such as Dovetail, UserTesting, Ethnio, Pendo, Mixpanel, Snowflake, Notion, or similar tools.
- Highly organized with exceptional project management skills and strong attention to detail.
- Comfortable working across Design, Product, Engineering, Legal, Procurement, and Analytics to improve operational excellence.
- Strong systems thinker who enjoys simplifying complex workflows and designing repeatable processes.
- Curious, proactive, and constantly looking for opportunities to improve efficiency through automation.
Have we piqued your curiosity?
Sound like the role for you? We’d love to hear from you! Even if you’re not 100% sure about potential fit, we still encourage you to apply. We’re looking for the right person, not the perfect series of checkboxes.
The Company is an Equal Opportunity Employer. We highly value diversity at our company and encourage people of all different backgrounds, experiences, abilities and perspectives to apply. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability status, or other protected characteristics.
By entering your email and phone number and submitting your application, you consent to receive emails, calls and SMS about your application and other roles at The Company, including by auto-dialer. Message and data rates may apply. Opt-out or text STOP to cancel at any time. If you are a California resident or reside outside the United States then by submitting your application you confirm that you have read, understood, agree and - where applicable - grant your prior, free, informed and express consent for the processing of your personal information, including sensitive personal information, as described in our California Applicant Privacy Notice or International Applicant Privacy Notice (as applicable).
Note: This description outlines key responsibilities but isn’t intended to cover every task or duty. Additional responsibilities may be assigned as needed to support the team and business goals.