Research Operations Lead

Responsibilities

• Own the strategy, roadmap, and operating model for research at Mercury, enabling Product
• Design, and Marketing to run research with autonomy
• Apply senior research judgment to complex or high-stakes work, using recurring gaps to strengthen the standards and guidance that raise research quality across Mercury.
• Partner closely with design managers, designers, and PMs so customer evidence informs decisions from early discovery through post-launch usability and funnel analysis
• Own our research tool stack (including Dovetail, Maze, and Rally), along with vendor relationships, budget, and build-versus-buy decisions
• Own and improve Mercury’s AI-enabled workflows for research planning, customer conversations, and synthesis, maintaining high standards for evidence, privacy, and human judgment
• Pilot new ways of getting close to customers, such as rolling research programs and customer events like research dinners
• Make customer learning visible across Mercury, surfacing patterns that deepen teams’ understanding of the people they serve.
• Manage and coach one direct report, setting priorities and supporting their growth while staying hands on in the work
• Have 8+ years of hands-on research operations experience and a track record of building or scaling a program with measurable impact

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