UXR Operations Manager

Job#: 3051866

Job Description:

UXR Operations Manager

Location: REMOTE (Bay Area, CA or Seattle, WA preferred)

Role Overview

The Operations Manager is the single accountable owner for program delivery. This role serves as the primary bridge between stakeholders and the delivery team, translating priorities, feedback, and business context into consistent day-to-day execution. The position requires a people manager who can lead leaders, coach teams, build trust, and resolve issues decisively.

Key Responsibilities

• Own overall delivery health, SLA performance, service quality, and researcher experience across all pods.
• Lead, coach, and performance-manage Senior Recruitment Leads; establish clear expectations and accountability across the team.
• Serve as the primary operational contact for urgent issues, escalations, capacity decisions, and remediation plans.
• Translate priorities and feedback into operational direction, staffing plans, and measurable team actions.
• Balance capacity across pods, activate surge support, and manage seasonal or sustained volume changes.
• Oversee operational governance, including weekly reviews, monthly capacity alignment, escalation tracking, and QBR preparation.
• Partner with Pod Leads to ensure study intake, delivery standards, compliance controls, and researcher communications are applied consistently.
• Own performance interventions, including coaching, documented improvement plans, reassignment, and replacement when needed.
• Partner with stakeholders on change management as tools, workflows, automation, and program requirements evolve.
• Maintain working relationships with cross-functional stakeholders, including periodic onsite collaboration when valuable.

Required Qualifications

• 8-10+ years of experience in program delivery, research operations, managed services, recruiting operations, or a comparable SLA-driven environment.
• Demonstrated experience leading multi-layer teams and managing managers or senior team leads.
• People-management skills, including coaching, performance management, conflict resolution, and team development.
• Proven success serving as a client-facing single accountable owner for complex programs.
• Strong operational judgment, executive communication, escalation management, and decision-making capability.
• Experience with capacity planning, service-level management, reporting, governance, and continuous improvement.
• Working knowledge of participant recruitment, research operations, or qualitative data-collection workflows.
• Ability to operate autonomously in a fast-changing environment while preserving transparency and stakeholder trust.

Preferred Qualifications

• Prior experience supporting a large technology company or a complex research organization is strongly preferred.
• Candidate located in, or able to support periodic travel to, the Bay Area or Seattle is preferred.

Everforth Apex is a world-class IT services company that serves thousands of clients across the globe. When you join Everforth Apex, you become part of a team that values innovation, collaboration, and continuous learning. We offer quality career resources, training, certifications, development opportunities, and a comprehensive benefits package. Our commitment to excellence is reflected in many awards, including ClearlyRateds Best of Staffing in Talent Satisfaction in the United States and Great Place to Work in the United Kingdom and Mexico.

Everforth Apex uses a virtual recruiter as part of the application process. Click here for more details. By applying for this job, you agree to receive calls, AI-generated calls, text messages, or emails from Everforth Apex and its affiliates, and contracted partners. Frequency varies for text messages. Message and data rates may apply. Carriers are not liable for delayed or undelivered messages. You can reply STOP to cancel and HELP for help. You can access our privacy policy at https://www.apexsystems.com/privacy-policy

Everforth Apex Benefits Overview: Everforth Apex offers a range of supplemental benefits, including medical, dental, vision, life, disability, and other insurance plans that offer an optional layer of financial protection. We offer an ESPP (employee stock purchase program) and a 401K program which allows you to contribute typically within 30 days of starting, with a company match after 12 months of tenure. Everforth Apex also offers a HSA (Health Savings Account on the HDHP plan), a SupportLinc Employee Assistance Program (EAP) with up to 8 free counseling sessions, a corporate discount savings program and other discounts. In terms of professional development, Everforth Apex hosts an on-demand training program, provides access to certification prep and a library of technical and leadership courses/books/seminars once you have 6+ months of tenure, and certification discounts and other perks to associations that include CompTIA and IIBA. Everforth Apex has a dedicated customer service team for our Consultants that can address questions around benefits and other resources, as well as a certified Career Coach. You can access a full list of our benefits, programs, support teams and resources within our 'Welcome Packet' as well, which an Everforth Apex team member can provide.

Everforth Apex Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Everforth Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law.

If you require an accommodation under the Americans with Disabilities Act to participate in an interview with a virtual recruiter or to use our website for a search or application, please contact our Benefits Department at [email protected] or 804-523-8228. Please note that this contact information is strictly to be used for medical ADA accommodations and that no other inquiries will be answered.

UnitedHealthcare creates and publishes the Transparency in Coverage Machine-Readable Files on behalf of Everforth Apex Systems.

Employee Type:

Contract

Remote:

Yes

Location:

Menlo Park, CA, US

Job Type:

Date Posted:

September 18, 2026

Pay Range:

$60 - $70 per hour

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