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About the Role
As Principal, UX Research Systems (Director level), you will define and lead eBay’s long-term vision for UX Research Systems and Operations. You will transform how customer research is planned, driven, managed, and scaled across the company by modernizing the platforms, processes, and capabilities that enable customer insights at enterprise scale. This is a highly strategic leadership role focused on building the future of research operations.
Responsibilities
- Define and implement the long-term vision for eBay’s user experience research infrastructure, transforming research operations into a scalable, technology-enabled platform.
- Lead the modernization of eBay’s research infrastructure and operating model, simplifying participant recruitment, study management, incentives, compliance, insight capture, and knowledge management.
- Drive eBay’s AI-enabled research transformation, identifying and implementing opportunities to automate research workflows and streamline operations.
- Build and scale enterprise-wide participant and panel management capabilities, partnering with Global Consumer Insights and cross-functional collaborators.
- Establish world-class operational excellence for customer research, developing scalable platforms, systems, and frameworks.
- Influence and align senior leaders around a future-state vision for customer research, securing investment and driving organizational change.
Requirements
- 15+ years leading UX Research Operations, Research Systems, Customer Insights infrastructure, or related enterprise platform transformations, with a track record of delivering measurable gains in speed, scale, quality, and business impact.
- Deep expertise in scaling research operations capabilities, including participant recruitment, panel management, incentives, governance, compliance, vendor management, and research technology platforms.
- Demonstrated success building self-service research platforms or democratized research programs that enable product teams to engage customers at scale while maintaining strong quality controls and governance.
- Strong systems-thinking and strategic execution skills, with the ability to define multi-year transformation roadmaps and deliver pragmatic progress in complex, ambiguous environments.
- Experience identifying and applying automation and AI opportunities to streamline workflows, improve operational efficiency, and strengthen data quality, participant experience, and insight generation.
- Exceptional executive influence and cross-functional leadership, with the ability to align senior partners across Design, Product, Engineering, Legal, Privacy, Procurement, and Insights around enterprise-wide change.
- Strong analytical rigor and change leadership, with the ability to navigate complexity, drive adoption, and continuously improve operational performance in a global, matrixed environment.
Skills
- UX Research Systems
- UX Research Operations
- Customer Insights infrastructure
- Enterprise platform transformations
- Participant recruitment
- Panel management
- Incentives
- Governance
- Compliance
- Vendor management
- Research technology platforms
- Self-service research platforms
- Democratized research programs
- Systems-thinking
- Strategic execution
- Automation
- AI
- Executive influence
- Cross-functional leadership
- Analytical rigor
- Change leadership
Location
- Hybrid
Work Type
- Hybrid
Experience Level
- Director level
- 15+ years
About the Company
- eBay is a global ecommerce leader that empowers millions of buyers and sellers in more than 190 markets around the world.
- We are committed to pushing boundaries and leaving our mark as we reinvent the future of ecommerce for enthusiasts.
- Our customers are our compass, authenticity thrives, bold ideas are welcome, and everyone can bring their unique selves to work — every day.
- We're in this together, sustaining the future of our customers, our company, and our planet.
- Join a team of passionate thinkers, innovators, and dreamers — and help us connect people and build communities to create economic opportunity for all.
Equal Opportunity
- eBay is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, and disability, or other legally protected status.
- If you have a need that requires accommodation, please contact us at talent@ebay.com. We will make every effort to respond to your request for accommodation as soon as possible.
- View our accessibility statement to learn more about eBay's commitment to ensuring digital accessibility.
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