Customer Research Operations Lead


Posted Date
Job ID
Job Function
Enterprise Services
REI City
REI State
REI Location
Seattle HQ
Remote Eligible
Please visit the Covid-19 Hiring Updates before applying
What's cool about this job
REI is committed to becoming a fully inclusive, antiracist, multicultural organization. To fulfill our brand promise of enabling a life well-lived outside for everyone, we are seeking candidates who demonstrate shared values of diversity, equity, inclusion, and antiracism.

The Customer Research team at REI is seeking a Customer Research Operations Lead to help establish research operations for our enterprise team, influencing research across the Co-op. In this role, you will create and drive research best practices and own the programs and processes that keep teams focused, functional, and operating at scale. You’ll establish and maintain structure, standardization, and processes across primary qualitative and quantitative research, spanning internally managed projects to projects supported by external vendors.  Your responsibilities will include establishing project intake, research best practices & standards, research tools and templates, project planning & management practices, planning and coordinating team learning and development; creating and maintaining knowledge management and governance. You will also mentor more junior employees in related areas. In addition to supporting the Enterprise Customer Research team, you'll also collaborate with cross-functional research partners to support the development of shared practices and data democratization. You'll be joining a fast-paced, growing, and passionate community where you'll be empowered to define best practices, discover, and deliver impactful solutions to our internal partners, and drive the mission of the co-op.


 Create best practices for internal and external primary qualitative and quantitative research at The Co-op, including survey methodology & design, sampling design & expertise, question wording & survey flow, project management, timing, vendor management, project communications, data visualization. 

• Define knowledge management best practices and lead development of enterprise research sharing platform & practice (‘data democratization’) at the Co-op

• Support vendor management and research tools, taking an active role with external vendor relationship management

• Provide expert guidance and consultation within Enterprise research team and across Co-op Research community to advance research practices and insights dissemination

• Collaborate across teams to develop cross-functional partnerships and improve efficiency of our research processes (e.g. Legal, Retail Operations, CX/UX Research, etc.)

• Create process and manage intake of new work, coordinate across teams to funnel work to appropriate channels, and support team project planning and tracking

• In collaboration with research managers, establish team learning and development goals, and coordinate the logistics of trainings and other learning activities to accomplish those goals

• Create and manage opportunities to provide outside inspiration (e.g. lunch and learns, speaker series, workshops)
Bring your passion and expertise
Experience requirements:

  •  7+ years of work experience in all aspects of primary marketing research methods, including qualitative and quantitative methodologies, sampling processes, questionnaire design, data quality assurance, in-depth data analysis, data/insights visualization & journey mapping, basic statistical knowledge
  • Proven expertise in building best in class research practices, driving research standardization, and supporting both quantitative and qualitative research processes (e.g. Expertise in sampling practices, research and survey design, building question libraries, etc.)
  •  Ability to work independently and efficiently with miAnimal supervision, to proactively manage time and stakeholder expectations, develop partnerships, and work effectively in a collaborative, cross-divisional environment.  
  • Demonstrated experience building structure and processes to drive efficiency and consistency in primary research
  •  2+ years of experience with online survey tools and qualitative research platforms. Experience managing communities or panels desired. 
  •  Excellent verbal, interpersonal, and written communication skills with emphasis on data visualization and storytelling. Ability to synthesize findings into succinct insights and implications, and communicate across levels
  • Builds capacity of individuals and teams through effective employee development, involvement, communication, and supervision efforts
  • Creates a strong, mutually supportive work spirit and culture, mentoring and coaching more junior employees
  • Champions the voice of customer and advocates customer and business solutions in the Co-ops best interest
  • Uses business knowledge, innovative thinking, and sound judgment in the solution of problems or the pursuit of business opportunities
  • Consolidates information from various sources including feedback from others to reach sound decisions, considering the ultimate impact of decisions and actions
  • Challenges the status quo and fosters change to evolve the organization and culture in accordance with the Co-op’s larger mission

*Note that this role is not conducting research, but rather creating best practices around how we do research at The Co-op.

REI hires, trains, and promotes regardless of race, religion, color, national origin, sex, disability, age, veteran status, and other protected status as required by applicable law. We remain deeply committed to making the Co-op a place where everyone can feel safe and be themselves. Join us.
As required by applicable Pay Transparency laws, REI provides a range of minimum compensation for roles that may be hired in locations under these requirements. Factors that may be used to determine your actual salary may include a wide array of factors, including: your specific skills and experience, geographic location or other relevant factors. The salary range for this position may be lower or higher in different markets.

The pay for this role is: $75,000 to $147,500 per year  
At REI we offer an enviable work environment that Fortune Magazine has recognized on the "100 Best Places to Work" list since the award's inception – 23 years in a row! Sure, we work hard, but it’s balanced with time off to play—a strategy that works for us as we continue to grow and thrive. Want to enjoy a workplace where you can be yourself, be heard and be respected while having a job that challenges you? This is the place.

With more than 160 retail locations (and growing), REI offers unique competitive benefits to its more than 15,000 employees, including healthcare, gear and apparel discounts, free equipment rentals and challenge grants to help employees reach personal outdoor goals, generous retirement plan contributions, public transit subsidy, adoptions assistance, paid sabbaticals, and more.

REI is an Equal Opportunity Employer

Posting Range
$75,000 to $147,500 per year
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§753. Factors to be considered concerning a previous criminal conviction; presumption.

1. In making a determination pursuant to section seven hundred fifty-two of this chapter, the public agency or private employer shall consider the following factors:

(a) The public policy of this state, as expressed in this act, to encourage the licensure and employment of persons previously convicted of one or more criminal offenses.

(b) The specific duties and responsibilities necessarily related to the license or employment sought or held by the person.

(c) The bearing, if any, the criminal offense or offenses for which the person was previously convicted will have on his fitness or ability to perform one or more such duties or responsibilities.

(d) The time which has elapsed since the occurrence of the criminal offense or offenses.

(e) The age of the person at the time of occurrence of the criminal offense or offenses.

(f) The seriousness of the offense or offenses.

(g) Any information produced by the person, or produced on his behalf, in regard to his rehabilitation and good conduct.

(h) The legitimate interest of the public agency or private employer in protecting property, and the safety and welfare of specific individuals or the general public.

2. In making a determination pursuant to section seven hundred fifty-two of this chapter, the public agency or private employer shall also give consideration to a certificate of relief from disabilities or a certificate of good conduct issued to the applicant, which certificate shall create a presumption of rehabilitation in regard to the offense or offenses specified therein.