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OBJECTIVE

My detail-oriented nature combined with empathetic communication and analytical skills makes me a great fit for research operations management and leading program management for research teams. I thrive in creative work environments with dynamic challenges that allow me to grow. I am committed to the field of UX and market research to help companies embrace insights and create powerful impact.

 

Intuit Mailchimp

December 2022 - June 2024

Remote

Contractor via The Cydio Group

Work Experience

Research Operations Manager

  • Management of research programs (Customer Advisory Board and Customer Panels) to connect senior leadership with research outputs to scale the impact of research on core Input Goals

  • Socialization of research from the Customer Market Insights team through internal marketing communications, newsletters, and Knowledge Shares to enable strategic impact across Mailchimp

  • Design and maintenance of research processes to increase team productivity with best practices for frictionless workflows and quick-turn research projects

  • Growth and enablement of our research community through recruitment for quick-turn research and membership engagement to streamline participant recruitment

  • Facilitate strategic research repository utilization through internal surveys to inform research team workflows, opportunities to improve search experience, and taxonomy updates for efficient knowledge management

User Interviews

October 2020 - October 2022

Remote

RESEARCH OPERATIONS MANAGER

  • Enabled research best practices by building templates and guides for managing recruitment, data collection, and analysis to drive departments to perform user research

  • Built a repository taxonomy by analyzing the language of user insights across the company in order to make research findings searchable and measurable across the company

  • Created sustainable operations programs to socialize user insights through various channels across teams, driving data driven product strategy and decision making by leadership

  • Conducted quantitative and qualitative research studies, such as 1:1 interviews, diary studies, usability tests, and surveys

Operations Team Lead

  • Lead the Operations team on best practices by giving guidance and support through communications about research projects, client needs, and standard operations processes

  • Collaborated with Operations Managers with creating, testing, and training of internal processes to reach quarterly goals and OKRs

Senior Project Coordinator

  • Owned an average of 100-150 projects for our high value clients to meet recruitment needs and fill quotas

  • Maintained an in-depth understanding of product and operations to support the team of Project Coordinators

  • Created new team processes to improve our team OKRs while balancing costs based on customer data reports

MeasuringU

September 2018 - September 2020

Denver, CO

UX Research Assistant

  • Managed multiple research projects concurrently to appropriately fill all client-desired sample quotas

  • Provided guidance on tools and technical logistics to facilitate moderated and unmoderated studies

  • Established research process for knowledge management of research data in accordance with GDPR

Sales, Marketing, and Operations Assistant

  • Managed communication across clients, vendors, research team, and leadership for efficient project management

  • Established digital library of all research resources to streamline steps of building research studies on the team

  • Organized the annual 3-day intensive Denver UX Measurement Boot Camp hosted by Jeff Sauro and the research team for 60+ attendees consisting of UX Researchers, vendors, and clients

Recommendations

"Lily performed her job well in the previous 2 years across all of her primary duties, which include handling new submissions, coordinating article CME, production duties (proofs review and lineup review each month), and other projects as assigned. She trained herself on tools to improve efficiency in Microsoft office (Word, Excel, and Outlook) for tasks/projects such as CME data reports, schedule management, and data organization. When our Elsevier production workflow changed, Lily worked with colleagues on the Annals team and STS Marketing to develop a new process for press releases; she coordinated that activity each week. Lily also coordinated promotion of Annals CME articles in CTSNet and STS Weekly, demonstrating teamwork, professionalism, and quality.

Lily completes duties with care and seeks input when necessary to help ensure she’s on the right track. Lily is diligent and thoughtful as she sends well-timed reminders to editors, communicates with Elsevier for posting content, and assists with preparing monthly copy for CME article promotion in STS Weekly. As needed, Lily graciously performs administrative duties such as coordinating communication and logistics for various meetings and conference calls. It has been a joy working with Lily."

- Kavitha Reinhold, Managing Editor of The Annals of Thoracic Surgery, official journal of The Society of Thoracic Surgeons