About the Role

• We are looking for a Manager to join our growing Research Operations team, to lead a People Operations sub-team that supports our network of 1,100+ part-time enumerators, or Research Assistants (RA). This is a dynamic role for someone who can apply People Operations expertise in a highly dynamic environment, as our network of Research Assistants is continuously evolving based on project demand around the world.
• The Field Operations Manager will be responsible for the entire employee life cycle of our Research Assistant network: sourcing, recruitment, training, performance management and compensation, to ensure that we are able to recruit and retain high performing Research Assistants in the dozens of countries where we execute projects.
• S/he will review existing processes and systems related to the Research Assistant employee life cycle, and conduct a data-driven diagnostic to determine areas of highest impact for revisions to current processes. S/he will supervise a team of 2-3 individuals who support different aspects of the RA life cycle.

More specifically, the Field Operations Manager will:

• Manage Research Assistant network for high performance and operational excellence, based on established KPIs that reflect Researcher performance, efficiency and prudent financial management of the function
• Evaluate the Research Assistant ‘journey’ and identify areas for improvement to drive highest impact for the business
• Oversee sourcing and recruitment of Research Assistants, to ensure highest probability of identifying highly qualified candidates likely to retain
• Design and implement an improved Research Assistant compensation structure to account for highly variable projects, market-competitive pay rates, and incentives aligned to desired outcomes of quality and timeliness
• Maintain up-to-date benchmarks for Research Assistant pay rates
• Design and implement learning and development path for Research Assistants, to enhance onboarding, remedial training programs, and additional training for more sophisticated projects or growth paths for Research Assistants
• Review Performance Management protocols and identify opportunities to strengthen visibility into differentiated performance and resultant actions
• Lead review and revision of existing Research Assistant policy and procedure documents, to ensure consistency and accuracy with current operating models
• Identify ways to improve Research Assistant retention, especially of high performing RAs
• Support experiments with new staffing models, such as full-time remote, call centers, in-person and others as needed; this includes customized recruitment, onboarding, contracts, training, compensation structures, performance incentives and affiliated workflows.
• Liaise with partners in Research Operations to understand key pain points related to Research Assistant network, identify patterns and propose solutions
• Draft internal communications (PPT) for RO team meetings, Services meetings, and other presentations as needed to share updates from Research Assistant People Ops team
• Supervise a Research Assistant People Ops team of 2-3 individuals

Qualifications

• 8+ years’ experience in people operations or field team management, ideally in a start-up or fast-paced, global team
• Proven success managing high performing teams and coaching
• Technical depth in at least one people operations vertical, such as recruitment and onboarding, learning and development, compensation and total rewards, and performance management.
• Demonstrated analytical proficiency; proven success conceptualizing, measuring and taking action derived from operational data to make business-driven decisions
• Excellent PowerPoint and Excel skills. High levels of comfort with new technology and software (e.g. we use AirTable and Qualtrics extensively and are often testing new platforms).
• Superb communication skills, both verbal and written.
• Great core skills of problem solving, teamwork, and project management. And great soft skills, plus the understanding that they’re not really “soft” at all
• Knowledge and passion about supporting business to tackle global challenges.
• Comfort in a fast-paced, entrepreneurial environment; awesome ability to prioritize and manage multiple workstreams; general interest in and orientation to technology