About User Interviews:
We believe that the best companies in the world consistently deliver products and experiences that their customers love. These are companies like: Apple, Nike, and Disney. On the other side, companies fail every day because they build products that their customers don’t want or need. We know because we’ve been there. (Ask us about it.)We also believe that the only way to consistently build products and experiences that your customers love is to talk to them. Watch what they do. Understand why they do what they do. Ask them why they choose your product over your competitor’s. Figure out why they do things that seem irrational. And once you’ve done that once, do it again. Start having constant conversations. In short, make your customers your #1 priority.That’s why we’re here. We want to help every company be as successful as Apple, Nike, and Disney. We help companies set up conversations with their customers. We’re a rapidly-growing, 40-person, fully remote startup that is making companies more user-centric. Our mission is to help teams discover and embrace user insights. We do that by making it fast and easy to talk to users or potential users to hear their feedback on product, design, and/or marketing decisions. We work with thousands of companies including industry leaders like Adobe, IBM, The Home Depot.
Position: Vice President of Operations
Salary: $100,000 - $160,000
Options: Included (4 year vesting)
“Operations” can mean a lot of different things, depending on the company you’re talking to. At User Interviews, our customers use our platform to coordinate conversations with thousands of customers and/or potential customers every month. Our Operations team bridges the gap between our customers, our technology, and our participant audience to ensure that our customers are getting everything they expect (and more!) from the User Interviews platform.
On the customer-facing side, our Operations team works closely with customers to optimize their use of the platform and resolve any issues that come up. This might mean: understanding a customer’s specific needs, educating them about new product features, helping them find more qualified candidates for their studies, resolving coordination issues, and more.
On the technology-facing side, our Operations team synthesizes customer feedback and usage data to make recommendations to our Product team on how best to improve the platform. These recommendations require an in-depth understanding of both customer needs and our internal systems.
Lastly -- our ability to source niche participants for our customers’ research studies is one of the top reasons our customers use our platform. To source these participants, we rely on a robust, participant audience of 300,000 consumers and an internal knowledge base of digital channels we use to source niche participants in a hurry. Our Operations team uses proprietary tools to determine how, when, and how often to reach out to participants in our audience to fill our customers’ studies.
As Vice President of Operations, you will be assuming a pivotal leadership role at User Interviews. You will report directly to User Interviews’ co-founders and meet weekly with the leadership team to report on KPIs and discuss cross-functional initiatives. You will also take over management of a team of 8 full-time employees. You will be fully responsible for setting the team’s strategy and expanding / re-structuring the team as the company grows. You will also manage, monitor, and optimize the long-term health of our participant audience to achieve our business goals.
To summarize the above, your responsibilities will include:
- Setting strategy for the Operations team
- Growing the Operations team
- Optimizing outreach to our participant audience
- Building internal processes and setting operational standards
- Improving our participant recruitment success rate
- Collaborating with our VP of Product to prioritize platform improvements
- Collaborating with the leadership team on other cross-functional initiatives
- 3+ years of experience managing a team of direct reports
- 3+ years of experience at an operations-heavy company
- Experience seeking out data to make high-level strategic decisions (e.g. management consulting)
- Experience owning (and moving) a KPI
- Bonus: Growth / Marketing experience
- Bonus: SQL experience