Baylor Scott & White Health

JOB SUMMARY

NOTE: THIS IS NOT A CLINICAL RESEARCH ROLE

The Research Ops Lead will be responsible for managing the logistical and administrative aspects of the Customer Research & Testing team, including participant recruitment, scheduling, budget oversight, data collection, and ensuring compliance with ethical and privacy standards, allowing researchers to focus on the core research activities; essentially acting as the operational backbone of a research team by streamlining processes and maintaining efficiency across studies.

The Research Ops Coordinator will be responsible for establishing research and testing best practices, scaling research and testing programs and tooling, and own the administrative complexity for the team so that they can focus on solving customer problems. This role is responsible for defining program milestones, stakeholder communications, contracting tools, templates, processes, roadmap tracking, etc., for the team.

Please note this is not a clinical research support role, but is intended for User Experience (UX) Research Operations professional.

ESSENTIAL FUNCTIONS OF THE ROLE

Strategic Planning & Cross-Functional Alignment

• Partner with leadership to define an intake, planning, and roadmap process for the Customer Research and Testing team.
• Partner with strategists and researchers to plan, document, and report out on all aspects of the research and testing roadmap.
• Work closely with cross-functional partners to understand their needs and provide them with the research or testing partner, mechanism, or support model.
• Develop and evolve the Research Operations strategy, identifying areas for scalability, automation, and service model improvement.

Operational Management & Execution

• Support the day-to-day operations and planning support for the Customer Research and Testing team, including management of intake, sprints, backlog, retrospectives, and partnering with leadership on prioritization.
• Proactively identify risks and dependencies to create action or mitigation plans to resolve.
• Facilitate meetings with the team, leaders, and stakeholders, ensuring clear next steps and owners are assigned, and resolving conflict as it arises.

Governance, Compliance & Ethics

• Develop and maintain governance frameworks to ensure research activities comply with HIPAA, CMS, and other relevant legal, privacy, and ethical standards.
• Establish participant consent and data handling protocols in collaboration with Legal and Compliance teams.

Knowledge Management & Insight Reuse

• Build and manage a centralized research repository to ensure insights are accessible, reusable, and actionable across the organization.
• Drive taxonomy, tagging, and searchability standards to enable longitudinal insight tracking.

Measurement & Reporting

• Define and track Research Ops KPIs (e.g., study turnaround time, participant recruitment efficiency, tool usage) to improve team performance and demonstrate business value.
• Support researchers in tracking the impact of insights on product or business decisions.

Tooling & Vendor Management

• Manage vendor relationships, tool evaluation, and procurement processes in partnership with IT and procurement teams.

Team Enablement & Onboarding

• Create onboarding programs for new researchers, including access to tools, templates, governance, and best practices.
• Design and deliver team enablement materials and training sessions to build operational maturity.

KEY SUCCESS FACTORS

• Highly organized, energetic, detail orientated, and a creative thinker.
• Strong voice and excel at collaboration and integration across functions.
• Ability to collaborate in a virtual environment effectively.
• Understanding of research, testing, and design strategy processes.
• Excellent communication, presentation, interpersonal skills; ability to communicate complex concepts clearly and persuasively across different audiences and varying levels of the organization.
• Experience working with research and testing teams across multiple methods and activities, spanning both qualitative and quantitative disciplines
• Experience developing and maintaining team resources and communications, including templates, processes, and playbooks.
• Experience working in a collaborative multi-disciplinary team and working directly with researchers, designers, product managers, and engineers.
• Experience minimum of 5 years of experience in a Research Operations, Design Operations, Design Program Management, Product Management, or a PMO function.
• Strong executive presence and ability to influence stakeholders with strong evidence and clear communications.

About Us

Here at Baylor Scott & White Health we promote the well-being of all individuals, families, and communities. Baylor Scott and White is the largest not-for-profit healthcare system in Texas that empowers you to live well.

Our Core Values are:

• We serve faithfully by doing what's right with a joyful heart.
• We never settle by constantly striving for better.
• We are in it together by supporting one another and those we serve.
• We make an impact by taking initiative and delivering exceptional experience.

Benefits

Our benefits are designed to help you live well no matter where you are on your journey. For full details on coverage and eligibility, visit the Baylor Scott & White Benefits Hub to explore our offerings, which may include:

• Eligibility on day 1 for all benefits
• Dollar-for-dollar 401(k) match, up to 5%
• Debt-free tuition assistance, offering access to many no-cost and low-cost degrees, certificates and more
• Immediate access to time off benefits

At Baylor Scott & White Health, your well-being is our top priority.

Note: Benefits may vary based on position type and/or level

Belonging Statement

We believe that all people should feel welcomed, valued and supported, and that our workforce should be reflective of the communities we serve.

QUALIFICATIONS

• EDUCATION -Bachelor's or 4 years of work experience above the minimum qualification
• EXPERIENCE - Minimum of 5 years of experience in a Research Operations, Design Operations, Design Program Management, Product Management, or a PMO function.