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Researcher Operations Manager for XD Lab

San Francisco, California;

Job Description:

Researcher Operations Manager for XD Lab,

Advanced Solutions and Digital Banking

At Bank of America, we’re guided by a common purpose: to help make financial lives better by connecting clients and communities to the resources they need to be successful. Bank of America’s Experience Design team includes a cross section of design and research disciplines focused on creating human-centered digital experiences that serve that common purpose.

The XD Research and Innovation Lab has a charter to explore, measure, test and experiment against all aspects of the customer experience within the Bank of America ecosystem. From financial centers and ATMs, to digital products, emerging technologies and anything in between and beyond. The XD Research and Innovation Lab is embedded with the delivery teams to ensure high quality, user-centered solutions while also identifying new opportunities to inform mid to long-range product planning.

Expectations of a Research and Operations Manager

The ideal candidate will bring an operational driven approach to how the XD Research and Innovation Lab operates. We are looking for a leader who values collaboration and is well experienced with building influence in cross-functional partnerships. To succeed in this role, you must thrive in a large, complex organization where you can work closely with team members to continually drive efficiency, clarity, and constant communication across programs. We are looking for someone who is passionate about operational processes and supporting them at scale, working with researchers effectively to break down problems and scope solutions to fit with other project timelines and dependencies.

The ideal candidate will partner with the research leads and cross-functional program managers to understand and clarify upcoming research needs, advise on feasibility and timelines, and leverage that insight to triage incoming requests, ensuring effective allocation of resources to the highest priority projects across the business. In addition, this candidate will support the team operations, ensuring our team routines and ceremonies are efficient and effective.

Required Experience and Expectations

  • Collaborate with other managers to define and ensure delivery of research programs that meet goals.
  • Own the management and coordination of the research budget, collaborating with finance and design operations team
  • Work with vendor partners to ensure onboarding, payment cycles, and security compliance is managed effectively and efficiently
  • Ensure optimized end to end participant recruiting processes comply with company policy.
  • Manage the DIY research program logistics.
  • Oversee physical research lab spaces and needs ensuring researchers and designers are trained at using the space and technologies
  • Communicate regularly with lead researchers on status of participant recruitment, program management, and DIY studies.
  • Optimize processes, standards, workflows and tools that keep the team nimble and successful
  • Be a subject matter expert on data resources and tools for the XD Research Operations organization
  • Independently manage day-to-day activities and complex situations. Identify problems and solutions around research project escalations
  • Resource Allocation - ensure we are always focusing on the highest priority things, focusing both on the short term needs as well as looking ahead to the next big challenge. Document and track so priorities and blockers so they can be discussed with the team leadership.
  • 5+ years of relevant Research, Program or Project Management experience
  • Must be comfortable in working in very large organizations and able to navigate through complex company structures.
  • Demonstrated experience defining and tracking support metrics or insights and implementing programs to improve operational performance
  • Experience managing with ambiguity in a high-pressure environment
  • Proven track record of successfully managing ambitious, strategic, and operationally complex projects with cross-functional teams to deliver results
  • Experience leading from road-mapping through delivery, in partnership with product or business teams
  • Experience working with and building influence across a variety of cross-functional peers and stakeholders (e.g., research managers, program managers, analysts, policy, communications, etc.)
  • Experience with research process and strategy, including working directly with UX researchers, product designers, and/or content strategists
  • Experience with consumer products, consumer research and insights, or product development
  • Analytical, program and project management experience
  • Produce regular executive level reporting
  • Experience with Atlassion tools such as Jira and Confluence
  • Strong process knowledge including User-Centered Design, Design Sprints, Agile and other process methodologies used in the digital environment

We’re a culture that

  • Is committed to building a workplace where every employee is welcomed, and given the support and resources to build and advance their careers.  Along with taking care of our clients, we want to be a great place for people to work, and we strive to create an environment where all employees have the opportunity to achieve their goals.
  • Believes diversity makes us stronger so we can reflect, connect to, and meet the diverse needs of our clients around the world.
  • Provides continuous training and developmental opportunities to help employees achieve their goals, whatever their background or experience.
  • Is committed to advancing our tools, technology and ways of working.  We always put our clients first to meet their evolving needs.
  • Believes in responsible growth and is dedicated to supporting communities around the world by connecting them to the lending, investing and giving they need to remain vibrant and vital.

Job Band:

H5

Shift: 

1st shift (United States of America)

Hours Per Week:

40

Weekly Schedule:

Referral Bonus Amount:

0

Job Description:

Researcher Operations Manager for XD Lab,

Advanced Solutions and Digital Banking

At Bank of America, we’re guided by a common purpose: to help make financial lives better by connecting clients and communities to the resources they need to be successful. Bank of America’s Experience Design team includes a cross section of design and research disciplines focused on creating human-centered digital experiences that serve that common purpose.

The XD Research and Innovation Lab has a charter to explore, measure, test and experiment against all aspects of the customer experience within the Bank of America ecosystem. From financial centers and ATMs, to digital products, emerging technologies and anything in between and beyond. The XD Research and Innovation Lab is embedded with the delivery teams to ensure high quality, user-centered solutions while also identifying new opportunities to inform mid to long-range product planning.

Expectations of a Research and Operations Manager

The ideal candidate will bring an operational driven approach to how the XD Research and Innovation Lab operates. We are looking for a leader who values collaboration and is well experienced with building influence in cross-functional partnerships. To succeed in this role, you must thrive in a large, complex organization where you can work closely with team members to continually drive efficiency, clarity, and constant communication across programs. We are looking for someone who is passionate about operational processes and supporting them at scale, working with researchers effectively to break down problems and scope solutions to fit with other project timelines and dependencies.

The ideal candidate will partner with the research leads and cross-functional program managers to understand and clarify upcoming research needs, advise on feasibility and timelines, and leverage that insight to triage incoming requests, ensuring effective allocation of resources to the highest priority projects across the business. In addition, this candidate will support the team operations, ensuring our team routines and ceremonies are efficient and effective.

Required Experience and Expectations

  • Collaborate with other managers to define and ensure delivery of research programs that meet goals.
  • Own the management and coordination of the research budget, collaborating with finance and design operations team
  • Work with vendor partners to ensure onboarding, payment cycles, and security compliance is managed effectively and efficiently
  • Ensure optimized end to end participant recruiting processes comply with company policy.
  • Manage the DIY research program logistics.
  • Oversee physical research lab spaces and needs ensuring researchers and designers are trained at using the space and technologies
  • Communicate regularly with lead researchers on status of participant recruitment, program management, and DIY studies.
  • Optimize processes, standards, workflows and tools that keep the team nimble and successful
  • Be a subject matter expert on data resources and tools for the XD Research Operations organization
  • Independently manage day-to-day activities and complex situations. Identify problems and solutions around research project escalations
  • Resource Allocation - ensure we are always focusing on the highest priority things, focusing both on the short term needs as well as looking ahead to the next big challenge. Document and track so priorities and blockers so they can be discussed with the team leadership.
  • 5+ years of relevant Research, Program or Project Management experience
  • Must be comfortable in working in very large organizations and able to navigate through complex company structures.
  • Demonstrated experience defining and tracking support metrics or insights and implementing programs to improve operational performance
  • Experience managing with ambiguity in a high-pressure environment
  • Proven track record of successfully managing ambitious, strategic, and operationally complex projects with cross-functional teams to deliver results
  • Experience leading from road-mapping through delivery, in partnership with product or business teams
  • Experience working with and building influence across a variety of cross-functional peers and stakeholders (e.g., research managers, program managers, analysts, policy, communications, etc.)
  • Experience with research process and strategy, including working directly with UX researchers, product designers, and/or content strategists
  • Experience with consumer products, consumer research and insights, or product development
  • Analytical, program and project management experience
  • Produce regular executive level reporting
  • Experience with Atlassion tools such as Jira and Confluence
  • Strong process knowledge including User-Centered Design, Design Sprints, Agile and other process methodologies used in the digital environment

We’re a culture that

  • Is committed to building a workplace where every employee is welcomed, and given the support and resources to build and advance their careers.  Along with taking care of our clients, we want to be a great place for people to work, and we strive to create an environment where all employees have the opportunity to achieve their goals.
  • Believes diversity makes us stronger so we can reflect, connect to, and meet the diverse needs of our clients around the world.
  • Provides continuous training and developmental opportunities to help employees achieve their goals, whatever their background or experience.
  • Is committed to advancing our tools, technology and ways of working.  We always put our clients first to meet their evolving needs.
  • Believes in responsible growth and is dedicated to supporting communities around the world by connecting them to the lending, investing and giving they need to remain vibrant and vital.

Shift:

1st shift (United States of America)

Hours Per Week: 

40

Learn more about this role

Full time

JR-21043642

Band: H5

Manages People: No

Travel: Yes, 15% of the time

Manager:

Talent Acquisition Contact:

Kesha Richardson

Referral Bonus:

0