Cloudbeds is the hospitality industry's fastest-growing technology provider for independent hotels, hostels, vacation rentals, and hotel groups. Our award-winning Cloudbeds Hospitality Platform is currently helping a growing clientele of 22,000+ properties in 157 countries to increase revenue, streamline operations, and deliver memorable guest experiences.

Behind the Cloudbeds platform is a growing team of 500+ employees distributed across 40+ countries speaking 30+ languages. From data architects to UX designers, integrations managers to payments experts, former hotel managers to former OTA executives, our team comprises the brightest minds in technology and hospitality working to solve the industry’s biggest challenges.

From the beginning, we've believed that our people are our greatest asset, so we've founded the company as #RemoteFirst, #RemoteAlways with shared core values that allows our team to thrive. This means we:

• Hire the best people wherever they're located;
• Emphasize the value of results over hours put in;
• Provide flexibility in working hours and locations;
• Foster an inclusive environment that celebrates bold thinking and diverse perspectives;
• Offer open vacation policies, free LinkedIn Learning, and other benefits that promote well-being and professional development.

Together we're on a mission to power every property in the world and to do that, we need to find the best talent in the world. That's why we're on the search for a superstar Research Ops Lead.

As a Research Ops Lead, you will coordinate and optimize user research across Cloudbeds, including participant management and research processes to amplify the value and impact of research at scale. You will be responsible for managing the customer experience for those engaged in our initiatives, ensuring that processes are effective, yet very positive from the customer’s perspective. 

Location: Remote - US

Languages: Strong command of the English language. Spanish or Portuguese as either a primary or secondary language is a plus.

What You Will Do:

• Work closely with the User Experience and Product teams to prioritize new and upcoming product-based and experience-based user research
• Help user researchers craft research plans, including participant selection and recruitment, selecting the appropriate research type, geographies, timeline, study size, etc.
• Manage a burgeoning user research customer advisory program
• Organize research outputs to ensure that Cloudbeds employees can easily access known insights, while also working with user researchers to identify research gaps to close for the future
• When needed, assist researchers in conducting and compiling research, including moderated interviews and live observational studies
• Work with a variety of research methods and tools, both moderated and unmoderated to gain insights
• Recruit target users for research studies, and maintain a record of past and prospective participants
• Be comfortable and confident in educating company leadership, UX designers, product managers, marketing, and engineering partners on the value of user research as well as promoting success stories.

You’ll Succeed With:

• Bachelor’s degree minimum in Human Computer Interaction, User or Product Research, or equivalent
• 2-4 years experience in user research, survey/customer feedback strategy, or other related disciplines
• Experience in the ResearchOps field, from helping companies organize and operationalize documentation, to participant recruitment, to managing user research programs
• Experience using virtual testing tools (e.g. Zoom, Maze, Hotjar, UXCam, etc)
• Experience making research accessible for teams using research management tools (e.g. Dovetail, Capterra, Dynamo, etc)
• Demonstrated ability to collaborate and work effectively with cross-functional teams
• Strong communication, presentation, organization, time management, and interpersonal skills
• Proven ability to work in fast-paced environment with shifting priorities while managing tactical deliverables and meeting deadlines
• Desire to learn and grow skill set
• Some experience moderating user tests a plus

Our company culture supports flexible working schedules with an open Paid Time Away policy and gives all team members the opportunity to travel and work remotely with great people. If you think you have the skills and passion, we’ll give you the support and opportunity to thrive in your career. If you would like to be considered for the role, we would love to hear from you!

Company Awards to Check Out! 

• Fastest Growing Companies | Inc. 500 (2018 & 2019) 
• Best Places to Work | Inc Magazine (2017 & 2018)
• Best Places to Work | HotelTechReport (2018, 2019, 2020, 2021)
• Best Property Management System | HotelTechReport (2021, 2022)
• Best Hotel Management Software | HotelTechReport (2022)
• Start-Ups to Watch | Forbes (2018)
• Best Startup Employers | Forbes (2020)
• Technology Fast 500 | Deloitte (2019, 2020, 2021)
• Top 100 North America | Red Herring (2020)
• Connect MIP Award (Technology)

Cloudbeds is proud to be an Equal Opportunity Employer that celebrates the diversity in our global team! We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.

Cloudbeds is committed to the full inclusion of all qualified individuals. As part of this commitment, Cloudbeds will ensure that persons with disabilities are provided with reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process or to perform essential job functions please contact our HR team by phone at 858-201-7832 or via email at [email protected].

To all Staffing and Recruiting Agencies: Our Careers Site is only for individuals seeking a job at Cloudbeds. Staffing, recruiting agencies, and individuals being represented by an agency are not authorized to use this site or to submit applications, and any such submissions will be considered unsolicited. Cloudbeds does not accept unsolicited resumes or applications from agencies. Please do not forward resumes to our jobs alias, Cloudbeds employees, or any other company location. Cloudbeds is not responsible for any fees related to unsolicited resumes/applications.

#LI-REMOTE #LI-CH1