Senior Research Program Manager, Survey Operations (Hybrid NYC )- 1126

About the Role

Etsy is looking for an experienced Senior Research Program Manager to build and improve how survey research is managed across the company.

The main goal is to create a system that allows more researchers to independently launch and manage surveys, while ensuring surveys meet quality, privacy, and compliance standards.

This person will work closely with Quantitative Research, UX Research, and Research Operations to establish processes, tools, guidelines, and training materials.

This is a hands-on role combining survey research expertise, research operations, and program management.

Key Responsibilities

1. Build Survey Research Processes & Systems

• Set up and improve survey tools, including platforms like Qualtrics.
• Establish user permissions, access processes, and standardized workflows.
• Create a centralized tracking system for all planned, active, and completed surveys.

2. Manage Survey Sampling & Customer Outreach

• Establish rules for how often Etsy buyers and sellers can be contacted for surveys.
• Manage survey sample lists and prevent customers from receiving too many survey invitations.
• Use SQL to build audience lists, check exclusions, and prepare survey samples.

3. Ensure Privacy & Compliance

• Partner with Legal and Privacy teams to ensure surveys follow GDPR, CCPA, and other privacy requirements.
• Establish guidelines for handling personal information (PII), consent, and data storage.
• Create clear procedures for addressing privacy concerns or survey-related issues.

4. Develop Training & Documentation

• Create a survey research playbook with step-by-step instructions and best practices.
• Develop templates, quality checklists, onboarding materials, and training resources.
• Help researchers learn how to independently design, launch, monitor, and manage surveys.

5. Lead Survey Governance & Program Improvements

• Establish quality standards and determine when researchers need additional approvals or support.
• Support a pilot program that allows experienced Product Researchers to conduct surveys independently.
• Track pilot results, identify improvements, and recommend how the program can expand across Etsy.
• Explore AI tools and automation to make survey operations more efficient.

Required Qualifications

• 5+ years of experience in survey research and research operations.
• Strong hands-on experience managing surveys from start to finish, including questionnaire design, sampling, programming, analysis, and reporting.
• Experience with Qualtrics or similar enterprise survey platforms.
• SQL proficiency for creating sample lists, managing audience data, and running exclusion checks.
• Experience establishing survey processes, managing research programs, and creating operational workflows.
• Understanding of data privacy regulations, including GDPR, CCPA, consent, and PII handling.
• Strong documentation skills, including creating playbooks, training guides, and standardized processes.
• Excellent project/program management and cross-functional collaboration skills.
• Experience using AI tools or automation to improve research workflows.

Nice-to-Have Skills

• R or Python
• Experience building survey operations programs from scratch
• Experience supporting UX Research, Product Research, or Market Research teams
• Experience implementing AI-powered research tools

What Etsy Is Really Looking For

Etsy needs someone who is both a survey research expert and an operations/program builder.

The ideal candidate has personally conducted quantitative surveys but has also built the systems, processes, and governance that allow other researchers to run surveys successfully.

They should be comfortable working with Qualtrics, SQL, survey sampling, privacy requirements, and cross-functional stakeholders.

This is not a traditional UX Researcher or a general Program Manager position. The strongest candidates will have a combination of hands-on survey methodology experience, technical survey operations knowledge, and experience creating scalable research programs.