Research Operations Program Lead

Summary:

We are seeking a highly collaborative, thoughtful, and creative Research Operations Program Lead to support and enable our research teams as they conduct a broad spectrum of strategic research initiatives. This role will focus on developing an operating model that creates optimal efficiency in the end-to-end research process that amplifies the impact of research on business outcomes at scale. This role will report the Senior Director, Program Office and work closely with the members of the Customer Experience Strategy and Insights (CXSI)Team.This role will provide a unique opportunity to define and scale research operations for a Fortune 20 company. This environment calls for someone who is an advocate of best practices in research infrastructure, tools, procedures, and documentation. This role will collaborate closely with UX researchers, CX researchers, CX strategists and business stakeholders across the enterprise to help deliver on aggressive growth strategies for Cencora's global businesses.

Primary Duties and Responsibilities:

• Work collaboratively with researchers to understand the relevant participant population

• Recruit, contact, and screen potential participants to enable efficiency and scalability of research studies

• Manage and update key tracking and forecasting tools (e.g., CXSI portfolio dashboard) that ensure efficient management and deployment of resources

• Act as program lead for the Healthier Futures Index (HFI), Cencora's global, flagship study of relationship health with our customers

• Organize, consolidate, manage and maintain the Knowledge Center, Cencora's centralized repository of research studies for team and enterprise-wide visibility and accessibility

• Communicate professionally and timely with customers who participate in research to ensure a positive experience for all research participants

• Lead the development and documentation of standard processes for a participant research database

• Ensure database stays up to date as research studies are completed and customers/employees volunteer for research

• Lead initiatives to recruit internal employees and customers, including the incorporation of research initiatives in internal newsletters and presentations, and partnership with IT colleagues to recruit on e-commerce platforms and websites

• Procure the necessary tools or software to support the research process in compliance with enterprise policies

• Act as the liaison with the office of legal compliance to ensure FMV incentives used for research purposes are tracked and aligned with company policies

• Facilitate the compliance and payment processes for research studies

• Identify ways to continue to elevate research operations through improved governance, knowledge management and processes leading to increased efficiency, communication, improved research infrastructure, and organization

• Bachelor's degree required. Master's degree in design, human-computer interaction (HCI) or equivalent professional experience is required

• 7+years in research operations or program management, in a Fortune 500 environment, ideally in a fast-paced industry setting or within complex organizations

• Proven track record of building and scaling processes to enable research efficiency and ensure a positive experience for those participating in research

• Experience standardizing and documenting processes around research operations

• Experience developing and maintaining research participant databases

• Excellent written and verbal communication

• Experience with software tools used for booking participant sessions (e.g., Microsoft Bookings, Calendly)

• Proficiency with tools used to house participant databases (e.g., Microsoft Excel, Microsoft Access, etc.)

• Proficiency with tools used for participant screening questionnaires (e.g., Qualtrics, Medallia)

• Ability to manage multiple projects and execute on those projects within specified timelines

• Proactive self-starter: assertive and able to identify gaps and come with ideas to fill those gaps

• Strong prioritization skills and ability to quickly re-prioritize in a dynamic environment

• Analytical mindset and creativity to balance detailed problem solving with 'big picture' strategic view

• Strong collaborator across multiple teams and throughout large enterprises to advocate and constantly evolve research operations and processes to drive innovation

• Deep experience applying a wide array of tools to enable efficiency for the research teams

• Expert communicator who builds strong relationships and partnerships

• Creative in seeing the bigger picture, identifying key gaps, and solutioning to fill those gaps

• Able to adapt or develop processes, tools, and approaches to improve research operations efficiency

• Organized and feel comfortable working in partnership with researchers who may have differing research support needs and timelines