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YouGov is a global online research company, offering insight into what the world thinks.

We speak daily to our panel of over 24 million registered members to understand opinion and behaviours around the world. We have a strong reputation as a source of accurate data and we’re trusted by the world’s biggest brands to get it right, making us the most quoted market research source in the world.

Why join YouGov?

Join our global team to help us achieve our social mission: to make millions of people’s opinions heard for the benefit of our local, national, and international communities.

Understanding diversity of opinion requires diversity of background. Although our global panel of millions of people worldwide powers our research, our biggest asset is our people. If our research is to be truly representative of what the world thinks, we need people from all walks of life to be part of the team to bring their perspective to the work we do.

YouGov is looking for a Product Operations Manager to join the Member Platform team. You’ll be instrumental in increasing the efficiency and effectiveness of a growing team and managing the operations and administration of our products.

This is a hands-on delivery role, reporting to the Product Director or Senior Product Manager.

Responsibilities

• Cross-team coordination – You’ll support the product team with cross-team planning, with a focus on the publication of roadmaps in ProdPad to a defined schedule. You’ll ensure Confluence and Youniverse product documentation stays up to date, including the core feature list, and post-launch issues logs.
• Release comms – You’ll oversee the set-up and delivery of release comms in Sendgrid across the full product set, including maintaining a library of design templates, handling translations, and tracking performance. You’ll publish a release comms schedule, and act as point of contact across the team for launch planning. You’ll ensure lists are generated, imported, and managed in accordance with YouGov’s data protection policies. You’ll draft copy, in line with brand guidelines, bringing in and briefing expertise when necessary.
• Translations – You’ll manage the set-up and administration of translations for the member platform, ensuring full coverage is maintained through a mix of internal and external resource. You’ll be the team’s point of contact for booking and budgeting external translations, raising POs and coordinating with external suppliers.
• Rewards administration – You’ll be the initial team point of contact for rewards administration queries, investigating failures and coordinating with Panel Operations, seeing issues through to resolution. You’ll be responsible for monitoring and implementing access requests to the rewards system, in line with compliance policies. You’ll work closely with the Senior Data Analyst to investigate financial queries, logging into supplier portals as required.
• Issue triage and support – You’ll monitor the member platform’s Jira ticketing system and Slack channels, triaging, investigating and resolving issues, and escalating when required. You’ll act as the member platform’s ‘third line’ support function, where technical expertise is needed. You’ll feed ideas through to product management tools, ensure these are tagged and flagged as appropriate.
• Member Experience – You’ll care about and understand our members, their needs, pain points and goals, participating in regular research sessions organised by the member platform team. You’ll contribute to the delivery of YouGov’s wider ESG objectives, working closely with the member platform and YouGov Plus teams to develop, field, collate, and share data for projects that represent the voice of the panel across the business.
• User Acceptance Testing – You’ll work alongside product managers to conduct cross-platform User Acceptance Testing, raising bug tickets as needed.
• Measure & Optimise – You’ll continuously evaluate and improve product operations processes and procedures to ensure the efficiency and effectiveness of the team.

Key Skills & Experience

• Experience working as part of a technical project or digital product team in a large, globally distributed organisation. Experience in a tech support or product ops role for a B2C digital product would be highly advantageous.
• You’re highly organised, collaborative, and you get things done. You’re pragmatic and flexible – you care about and appreciate processes, but not for their own sake.
• You have decent technology knowledge and understand how to triage and investigate issues. You don’t need to be able to code, but you do need to be able to investigate technical issues and communicate effectively with technical people.
• You’re passionate about customer experience. You’ll really care about what our members think and feel when they use our products. You care about quality and getting things right first time.
• Excellent written and spoken English. You’re a good communicator, you write well, and you’re comfortable building and maintaining relationships with internal stakeholders and external suppliers.
• Bonus points if you've worked with Scrum or Kanban before
• Bonus points if you’ve worked on a B2C product
• Bonus points if you’re familiar with the tool stack below

Tool Stack

• Jira
• Confluence
• ProdPad
• Zendesk
• Microsoft Office 365
• Zoom
• Slack

Life at YouGov

We are driven by a set of shared values. We are fast, fearless, and innovative. We work diligently to get it right. We are guided by accuracy, ethics, and proven methodologies. We respect and trust each other, bringing these values into everything that we do.

We strive to provide YouGovers with best-in-class benefits to support their physical, financial, and emotional wellbeing. We want our employees to have a sense of belonging and uniqueness in a supportive workplace, so they can bring their full selves to work.

Equal Opportunity Employer

As an Equal Opportunity Employer, qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, gender identity or expression, and sexual orientation), parental status, national origin, marital status, age, disability, genetic information, HIV status, political affiliation, socioeconomic background, veteran status or any other characteristic protected by law or in line with our responsibilities as a fair and ethic employer. All employment decisions are made based on occupational qualifications, merit, and business need.

To find out how we collect and use your personal data when you apply for a role at YouGov, please read our privacy notice at https://jobs.yougov.com/privacy