Operations Program Manager

Central Operations Contractor — Experience Org The Experience Org central operations team is building the next generation of how we manage research and design tools at scale — and we need operational support to keep things running while we build. This contractor role is critical to preventing business disruption: you'll own the day-to-day execution of our tool operations model while senior leads invest in automation and process redesign. You'll be the steady hand that processes access requests, manages licensing, coordinates compliance reviews, and supports users — keeping research moving while we simultaneously build the automated systems that will eventually take over these workflows. Along the way, you'll serve as a checks-and-balances layer, surfacing issues and ensuring nothing falls through the cracks during the transition.What You'll Do:Process license requests, assignments, callbacks, and extensions across all tools (Figma, UserTesting, Dovetail, Qualtrics, dscout, ZeroHeight, and others)Manage SSO and Active Directory group memberships for new hires and access changesTrack usage analytics and support license forecasting and annual renewal planningCoordinate Third Party Security (TPS) reviews and maintain compliance trackingTrack SPOUT project metrics including financial impact and project close-out dataServe as first-line troubleshooting support and vendor bridge for tool issuesSupport Outset AI platform onboarding, TPS, and access provisioning for scaled research rolloutExecute UserTesting R&I study migration (~290 studies)Monitor and distribute Figma AI credits within approved usage policiesOwn research/testing project close-out governance and financial tracking: prompt users to close out unused tests to recover spend, capture final session counts and incentives paid, and review end-of-project participant quality and research outcome feedback — this trend data will inform which cloud spaces and tools are best suited for different research needs and recruitment options, enabling smarter decisions and faster pivots over timeWhat We're Looking For:Experience in SaaS tool administration, IT operations, or a similar operations/coordinator roleComfort managing multiple concurrent request queues with strong attention to detailFamiliarity with SSO and identity/access management workflows (IIQ or Active Directory a plus)Clear, proactive communicator — you're the interface between users and the teamProcess-oriented with an eye for gaps; you notice what's missing and flag itProficiency in Google Sheets, Slack, and enterprise SaaS platformsPreferred experience supporting software renewal cycles or procurement coordinationFamiliarity with Third Party Security or vendor compliance processesBackground supporting a large SaaS tool portfolio at a technology company