Join Vonage and help us innovate cloud communications for businesses worldwide!
Vonage Communications APIs:
As an emerging leader in the $10B+ communications API market, we empower global brands to connect better with their customers, employees, and partners through transformative communications experiences. For example, Vonage API solutions empower organizations to build their custom omnichannel communications structure. This allows them to reach and engage customers on their preferred schedule and channel — including voice, video, and messaging. Think of a rideshare service instantly connecting with customers, hospital staff conducting remote monitoring, customers verifying their identity before completing a purchase, AI virtual agents servicing customers around the clock, and much more.
Why this role matters:
We are looking for a highly organised and proactive Research Operations Specialist to join our Design & Product team. This role is pivotal in scaling and optimising research efforts across the organisation. You’ll work closely with Product Designers, Product Managers, and other stakeholders to help set up and run an Internal Research program in an efficient, effective, and well-integrated way into our product development processes.
You will be the operational backbone of our research practice - enabling high-quality research by building systems, streamlining logistics, and supporting the team with tools, coaching, and best practices.
Your key responsibilities:
- Build, maintain, and continuously improve the internal research program and processes.
- Create and manage a participant repository - both internal and external - with segmentation and consent tracking.
- Develop and manage a sustainable mechanism for recruiting external participants, including outreach and screening and incentive processes.
- Organise and coordinate participant recruitment for interviews, usability tests, and surveys.
- Standardise templates and toolkits for common research methods (e.g., interview guides, consent forms, scripts).
- Evaluate and manage research tools and platforms (e.g., for surveys, participant management, analysis).
- Ensure compliance with privacy and ethical standards in research activities.
- Comfort navigating ambiguity and adapting research methods to fit unique challenges
Don’t worry, you are not alone in this process. The design team is here to support you throughout this whole journey.
What you'll bring
Required:
- Minimum of 4 years in a Research Ops, UX Research, or related operational role within a product or design team.
- Demonstrated proficiency in both qualitative and quantitative research methodologies
- Excellent organisational, project management, and communication skills.
- Experience coaching non-researchers/junior researchers in research best practices.
- Experience researching developer experiences, API usability, or technical tools
- Strong analytical skills with ability to synthesize complex data into actionable insights
- Portfolio showcasing research processes, methodologies, and impact on product decisions
- Ability to work effectively with technical and non-technical stakeholders
- Experience building and managing participant databases and research repositories.
- Familiarity with privacy standards and participant data compliance (e.g., GDPR).
Experience we consider a plus:
- Experience with PaaS, SaaS, or other cloud-based platforms
- Knowledge of software development workflows and tools
- Familiarity with technical documentation usability and information architecture
- Experience with specialized tools for researching developer experience
- Understanding of cloud infrastructure concepts and terminology
- Background in data visualization or experience design for complex systems
- Knowledge of accessibility standards and inclusive design principles
- Experience mentoring junior researchers or advocating for UX research within organizations
How you’ll benefit:
- Medical Insurance
- Glasses Reimbursement
- Life Insurance - Allianz Family
- Kafeteria - My Benefit
- Discretionary Time Off (DTO)
- Volunteer Time (VTO)
Additional benefits and perks will be shared and discussed with you by the recruiter during the interview process.
#LI-AR1
There’s no perfect candidate. You don't need all the preferred qualifications to make a valuable impact on our team. Our employees and customers come from diverse backgrounds, so if you're passionate about what you could achieve at Vonage, we'd love to hear from you.
To learn how we process your personal data during the recruitment process, please refer to our Privacy Notice here.
Who we are:
Vonage is a global cloud communications leader. And your talent will further help brands - such as Airbnb, Viber, WhatsApp, and Snapchat - accelerate their digital transformation through our fully programmable-based unified communications, contact center solutions, and communications APIs. Ready to innovate? Then join us today.
Note: The purpose of this profile is to provide a general summary of essential responsibilities for the position and is not meant as an exhaustive list. Assignments may differ for individuals within the same role based on business conditions, departmental need or geographic location.