Program Manager, Research Operations

At Lyft, our purpose is to serve and connect. We aim to achieve this by cultivating a work environment where all team members belong and have the opportunity to thrive.

Lyft is seeking a Program Manager, Research Operations. In this role, you'll collaborate with cross-functional team members, improving and creating research practices and systems, enabling Research to deliver high-quality insights that drive product and design decisions. As an integral member of the Design Foundations team and Research practice at Lyft, you will work across the Research function, owning vendor and tool management, functional process enhancements, living document management, and participant recruiting and coordination processes. In addition, you will work with Design Foundations leadership and Design Operations partners to scale practices and build community across the broader company.

You have extraordinary attention to detail and love to organize. You are adept at analyzing problems and solving them through process. You are also an excellent communicator and a flexible team player that can thrive in a fast-paced, dynamic working environment. You are comfortable working closely with passionate researchers, designers, product managers, and engineers that care deeply about creating experiences that bring people together through transportation.

You're a strong strategic thinker, you can execute the small tasks well, and you take a creative approach to operational challenges. You're savvy at connecting the dots, and will be a trusted partner to cross functional peers at Lyft. You'll be a leader and an advocate for the Research functional teams and the design process.

• Collaborate with Design Foundations and Research leadership to maintain and evolve Lyft's Research operations
• Prioritize, plan, design, execute, and optimize simple and complex processes and systems that support tactical to strategic research workflows
• Own programs that improve the Research practice at Lyft including facilitating Research Council, driving Research functional meetings, newsletter, shared roadmap, and panels
• Manage the organization of all research reports and deliverables, as well as templates and protocols for studies
• Build strong relationships and collaborate, communicate, and negotiate with functions across the company that Research relies on—Legal, Growth Marketing, Procurement, Product, etc.
• Own and evolve suite of Research tools including vendor management, contract negotiations, permissioning, and best practices documentation. Current tools include UserInterviews, Dscout, BHN/Rybbon, Qualtrics
• Manage research team equipment, such as cameras and test devices, keeping track of usage and anticipating future procurement needs
• Recruit and screen study participants, including scheduling, sending reminders, and handling compensation, as needed

• 3+ years of experience working in relevant research industry—user research and/or consultancies—or program management
• Relevant understanding and appreciation of user research activities, best practices, tools, and processes required for quality research
• Familiarity with how research impacts the product development lifecycle and how research operations supports business goals
• Experience managing vendors (i.e., developing RFPs, sourcing, drafting SOWs, negotiating scope, and cost), and familiarity with procurement, expense management systems, budgeting processes, and data privacy policies (e.g., GDPR, CCPA)
• Strong experience with research participant recruitment and management practices, as well as creating basic surveys and working with survey software
• Extraordinary organizational skills and meticulous eye for detail
• Great communication skills, written and verbal, with a diverse group of stakeholders, including customers
• Strong listening and analytical skills; proactive troubleshooter
• Demonstrated ability to solve problems with process
• Comfortable with ambiguity and malleable workflows
• Ability to work independently on multiple projects simultaneously
• Resilience and equanimity in dealing with change, challenges and adversity
• Proactive in seeking opportunities to improve team, personal skills, and experience
• Bonus points:
• Direct experience as a Research Coordinator for qualitative research studies, including usability/user testing, surveys, field research, and user interviews
• Experience with mobile technology products
• Experience using SurveyMonkey, Qualtrics, Google Suite
• Experience with project management tools
• Experience with or interest in SQL

• Extended health and dental coverage options, along with life insurance and disability benefits
• Mental health benefits
• Family building benefits
• Child care and pet benefits
• Access to a Lyft funded Health Care Savings Account
• RRSP plan to help save for your future
• In addition to provincial observed holidays, salaried team members are covered under Lyft's flexible paid time off policy. The policy allows team members to take off as much time as they need (with manager approval). Hourly team members get 15 days paid time off, with an additional day for each year of service
• Lyft is proud to support new parents with 18 weeks of paid time off, designed as a top-up plan to complement provincial programs. Biological, adoptive, and foster parents are all eligible.
• Subsidized commuter benefits

Lyft is committed to creating an inclusive workforce that fosters belonging. Lyft believes that every person has a right to equal employment opportunities without discrimination because of race, ancestry, place of origin, colour, ethnic origin, citizenship, creed, sex, sexual orientation, gender identity, gender expression, age, marital status, family status, disability, pardoned record of offences, or any other basis protected by applicable law or by Company policy. Lyft also strives for a healthy and safe workplace and strictly prohibits harassment of any kind. Accommodation for persons with disabilities will be provided upon request in accordance with applicable law during the application and hiring process. Please contact your recruiter if you wish to make such a request.

Lyft highly values having employees working in-office to foster a collaborative work environment and company culture. This role will be in-office on a hybrid schedule — Team Members will be expected to work in the office at least 3 days per week, including on Mondays, Wednesdays, and Thursdays. Lyft considers working in the office at least 3 days per week to be an essential function of this hybrid role. Your recruiter can share more information about the various in-office perks Lyft offers. Additionally, hybrid roles have the flexibility to work from anywhere for up to 4 weeks per year. #Hybrid

The expected base pay range for this position in the Toronto area is CAD $84,000 - CAD $105,000. Salary ranges are dependent on a variety of factors, including qualifications, experience and geographic location. Range is not inclusive of potential equity offering, bonus or benefits. Your recruiter can share more information about the salary range specific to your working location and other factors during the hiring process.