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Global Research Expert Team Leader

| Seattle

Company Description

Qualtrics is the technology platform that organizations use to collect, manage, and act on experience data, also called X-data™. The Qualtrics XM Platform™ is a system of action, used by teams, departments, and entire organizations to manage the four core experiences of business—customer, product, employee and brand—on one platform. Over 9,000 enterprises worldwide, including more than 75 percent of the Fortune 100 and 99 of the top 100 U.S. business schools, rely on Qualtrics to consistently build products that people love, create more loyal customers, develop a phenomenal employee culture, and build iconic brands. Qualtrics was recently acquired by SAP, and together we will accelerate XM and power the experience economy. Join us on this adventure that can open many doors! If you’re searching for a company that’s dedicated to your ideas and growth, recognizes your unique contribution, fills you with purpose, and provides a fun, flexible and inclusive work environment - apply now!

The Research Services team is a significant business unit of Qualtrics that provides a wide range of services for our customers’ research projects, both academic and corporate. We’ve executed more than 40,000 projects that provide compelling insights into the decisions and research our customers undertake. With 40%+ year over year growth, we’re on a rocketship growth trajectory. Ready to climb aboard? If our Research Services unit were a stand-alone market research company, we’d be among the top 15 largest MR firms (and growing steadily as we continue to disrupt the traditional approach to research).

Position Description

As our Research Services business grows, finding a strong leader for our Global Head of Research Experts (RX) team is increasingly critical. The Global Head of the RX team will have direct management responsibility for several critical teams and functions:

  • XM Scientists - supporting full-service projects (both pre-sales and post-sales) with industry recognized subject matter expertise on best practices and methodology
  • Research Managers - consulting clients on research best practices and methodology and supporting execution on projects during the full lifecycle
  • Research Analysts and Specialists - create and review client deliverables including front-end design and back-end analysis.

As Global leader of our Research Experts team, your success will be determined by four key metrics:

  1. Support for aggressive revenue targets (as an enabler of the quota-carrying sales team)
  2. Attainment of profitability goals (as measured by contribution margin)
  3. Assurance of high levels of quality and customer satisfaction (as measured, in part, by NPS)
  4. Engagement of team members (as measured by engagement metrics and retention goals)

We care deeply about our people at Qualtrics. As a senior leader, you will have the opportunity to shape and guide the happiness and development of extremely capable professionals at both the junior and senior level. You will have a large focus on growing and supporting the team, especially as it relates to research methodology, project ownership, client support, operational optimization, and career progression. Most of your direct reports will be team leaders and managers, but your scope includes 2nd employees. Primary responsibilities include the following:

  • Provide coaching and mentorship to guide career development.
  • Accurately evaluate the performance of team members & provide direct and actionable feedback.
  • Manage team capacity, forecasting, organizational structure, and resource allocation.
  • Exceed aggressive hiring goals by developing new strategies, interviewing candidates, and utilizing LinkedIn to source and recruit candidates.
  • Lead the collaboration and definition of the ‘Qualtrics Way’ for full-service research projects, including both research methodology and operational service delivery.
  • Design and/or implement innovative global and scalable research processes that increase efficiency and improve both employee engagement and client experience.
  • Communicate team impact and results to key stakeholders and act as an advocate for the team within Qualtrics.
  • Oversee team execution of Research Services projects and initiate new strategies to ensure that projects are run smoothly, timely, and thoroughly.
  • Understand key job functions of the Research Experts team to assist on project escalations and effectively train and communicate with the team.
  • Train the team on key topics, including methodology, product usage, research best practices, professional communication, interpersonal skills, and leadership skills.
  • Ensure customers are happy with their experience with our team and help drive increased NPS scores.
  • Rationalize the usage and role of third-party suppliers and partners in the research project lifecycle.
  • Work closely with global cross-functional counterparts to identify and drive initiatives. Ensure that regional offices in EMEA and APC especially feel connected and integral to a global team.
  • Execute strategic team-wide and department-wide initiatives with our Global Head of Operations.

Minimum Qualifications

  • 8+ years of leadership experience with proven ability to build and lead teams using concrete and measurable results
  • 8+ years in a research industry or role either within an internal client or with an external research agency.
  • Experience in customer-facing roles
  • Comfortable in a fast-paced, unstructured, and highly competitive environment
  • Ability to communicate clearly and pleasantly through both written and spoken mode
  • Ability to prioritize and to think strategically to set and meet aggressive goals
  • Bachelor’s degree from a selective university

Preferred Qualifications

  • Masters or Ph.D. degree from a top-tier university
  • 1-2 years of experience in the SaaS (Service as a software) industry
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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • We are an open language company so we do not specify on languages and except all that are helpful toward the product.Languages
    • Google AnalyticsAnalytics
    • IllustratorDesign
    • PhotoshopDesign
    • AsanaManagement
    • WordpressCMS
    • Qualtrics PlatformCMS
    • SalesforceCRM
    • Qualtrics iQ DirectoryCRM
    • Qualtrics PlatformEmail
    • Adobe CampaignLead Gen
    • MarketoLead Gen
    • MixRankLead Gen
    • RapportiveLead Gen
    • Qualtrics PlatformLead Gen

Location

The office experience is a 5-minute walk from Pioneer Square. The rooftop deck overlooks the Puget Sound and downtown Seattle.

What are Qualtrics Perks + Benefits

Qualtrics Benefits Overview

TOTAL REWARDS
The term “benefits” doesn’t really do our employee rewards program justice. We provide free medical, dental, and vision insurance, 20+ days of annual leave, generous retirement fund contributions, company equity, quarterly bonuses, and tons of career mobility.

WORK HARD/PLAY HARD
For every bit of hard work we put in, we have twice the fun. Whether that means taking a break in a massage chair or hitting the slopes after work, Qualtrics makes sure that employees take time to recharge and live it up.

UPWARD MOBILITY
Because we’re a hyper-growth company, getting promoted and taking on more opportunity is always an option. We hire individuals who have what it takes to quickly step into the next role and take on opportunities beyond their core job description.

OFFICE PERKS
We believe in a workspace that allows you to take a breather and pepper fun throughout your day. Grab a beer in the Dublin office pub, enjoy Seattle’s rooftop patio overlooking the Puget Sound, or raid one of the many kitchens around Provo’s office.

HIGH BAR
We don’t hire cutthroat individuals who only care about themselves. We’re looking for top performers with a wide array of professional and personal experience. Our employees are driven, intelligent, diverse and interesting people who work well in teams and know how to have fun.

GLOBAL
Qualtrics employees are plugged into a network of experienced professionals around the globe. With weekly company-wide video meetings and our own internal social network, employees get global experience and stay up-to-date on what’s happening across the organization.

Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Onsite Gym
Retirement & Stock Options Benefits
401(K) Matching
Company Equity
Employee Stock Purchase Plan
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Vacation & Time Off Benefits
Generous PTO
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Free Daily Meals
Game Room
Stocked Kitchen
Happy Hours
Parking
Pet Friendly
Recreational Clubs
Relocation Assistance
Professional Development Benefits
Job Training & Conferences
Diversity Program
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