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TTS Research Operations Lead

Coming soon

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Basic information

Open to U.S. citizens or nationals (residents of American Samoa and Swains Island). Subject to background check. Full information will be available on USAJOBS.

Supervisory status: Non-Supervisory

Job title: TTS Research Operations Lead

Official title in USAJOBS: IT Program Manager

Number of vacancies: 2

Location: Anywhere in the U.S. (remote)

Salary range: GS-14 ($122,198 to $191,900)

Your salary, including base and locality, will be determined upon selection, dependent on your actual duty location. Please note the maximum salary available for the GS pay system is $191,900. For specific details on locality pay, please visit OPM’s Salaries & Wages page or for a salary calculator OPM’s 2024 General Schedule (GS) Salary Calculator. You can find more information in our compensation and benefits section.

Travel requirement: Occasional travel may be required up to 10%-20% per year.

Work schedule: Full time.

Appointment type: This is a permanent position.

Learn more about the benefits of working at GSA and TTS.

Role summary

TTS improves the public’s experience with the government by helping federal agencies build, buy and share technology that allows them to be more accessible, efficient, and effective. Our goal is a world of to provide easy-to-use, effective, and secure digital government products and services for the American people. You’ll make a difference by bringing your leadership and creativity to a talented and passionate community while creating impactful initiatives that will directly affect the American public. TTS has not previously had centralized support for conducting research. This is an opportunity to identify approaches to supporting user research at scale at TTS. The TTS Research Ops Program Manager will work collaboratively with the Senior Advisor, Technology and the Public, and TTS Delivery/Program teams to manage participant recruitment for UX studies. The Program manager will also drive process improvement in research operations at TTS in order for delivery to be driven fundamentally by the voice of the public/customer through human-centered design methodologies and empirical customer research. They will establish and maintain partnerships with federal leaders in UX research, community engagement and public participation. This role is permanent.

Key objectives

  • Provide Research Operations support in the following areas:
    • Participant recruiting & compensation: Develop options and manage support for recruiting, screening, scheduling, securing participant agreements and consents, compensating, and thanking participants. - Identify recruitment sources to reach underserved and underrepresented communities. Manage procurement processes when necessary, in coordination with the TTS Office of Agreements.
    • Knowledge management: Identify approaches and tools for ensuring knowledge gained through research is findable and understandable to reduce redundancy and leverage work across teams. Manage procurement processes when necessary, in coordination with the TTS Office of Agreements.
    • Training: Identify and provide or source training needed across TTS business units to mature research practices in collaboration with UX and CX supervisors and with Research Guild co-leads.
    • Tools management: Identify research ops related tools, such as 3rd party platforms for data storage, unmoderated usability testing, card sorts, etc. needed by TTS business units. Manage procurement in coordination with TTS Office of Agreements as well as user access.
    • Governance: Ensure required processes and procedures are followed, including retention schedules, periodic compensation justification checklists reviews, ethics, data security, PRA, and exclusion of PII. Manage documentation and maintenance of these processes and procedures.
    • Research Support: TTS has not previously had centralized support for conducting research. This is an opportunity to identify approaches for growing capabilities, engaging with vendors, and/or providing staff augmentation across business units.
    • Budget management: Identify and track budget and spend for Research Ops services
  • Grow, develop & support growth of research operations
    • Research, develop, and encourage best practices in key areas of research operations. Create space for experimentation and iteration.
    • Identify team needs and gaps. Continuously examine, experiment, and measure improvements to our research operations and processes.
    • Collaborate with Designers, Product Managers, and UX Researchers to effectively understand their research recruitment needs and to drive their requests to successful completion. Collaborate across roles and organizations to build strategic relationships, achieve common goals, and to resolve sensitive issues.
    • Maintain UX research operations handbook documentation with accurate, standardized, and transparent processes and procedures.
    • Promote collective success; make time for collaborative decision-making in project work; acknowledge how others’ contributions led to achievements; and create shared ownership of success, risks, and accountability.
    • Champion diversity, equity, inclusion, and accessibility in research operations
    • Administration of our internal research toolsets
  • Training and Development
    • Identify TTS-Wide UX research and Research Operations training needs and coordinate with training plans to meet those needs
    • Coordinate with appropriate support teams on training and programming for accessibility principles and techniques to enable delivery teams to gain a deeper understanding of UX Research
    • Provide training resources for other units (i.e., accessibility and procurement, accessible documents) to ensure accessibility requirements are incorporated into all appropriate processes and workforce tools
    • Serve as an advocate and educator for UX Research across and beyond the TTS agency, championing the affective and appropriate use of services across government
    • Ensure continued technical excellence in your unit
    • Communicate regularly with your team, as a group and in 1:1s, to provide mentorship and guidance, and help remove obstacles to their success
    • Steward the Research Ops team’s professional development by identifying appropriate training, developmental assignments, and/or details. Incorporate equity and inclusion into training, speaking events, and experiential learning opportunities. Tailor approaches to individuals’ needs.
    • Work with individuals to identify and develop their strengths, helping team members pursue opportunities that enhance their talents
    • Constructively address situations, issues, and behaviors. Initiate difficult conversations and clearly communicate corrective actions.
    • Support the onboarding of new Research Ops staff
  • Support TTS core values
    • Maintain a work environment of respect, diversity, equity, inclusion, accessibility, mutual support, flexibility, collaboration, continuous learning, and commitment to customer / partner needs. Ensure all perspectives are valued and included. Uphold TTS values of inclusion, integrity, and impact.
    • Promote transparency about how decisions are made. Regularly include others in planning and decision-making.
    • Incorporate diversity, equity, inclusion, and accessibility practices into project work. Identify power dynamics within teams and with partners, respond thoughtfully, and open space equitably among team members.


Provide as much detail as possible on your resume so that we can evaluate your previous experience. Follow our guidance on creating a federal style resume.

Failure to provide required information may result in disqualification.

For each job on your resume, provide:

  • The exact dates you held each job (from month/year to month/year or “present”)
  • Number of hours per week you worked (if part time)


To qualify, you must have one (1) year of specialized experience at the next lower GS-grade (or equivalent). Specialized experience is defined as follows:

  • Strong communication, coordination and collaboration skills
  • Experience synthesizing data and findings into high-level reports for leadership and other stakeholders
  • Experience with the Paperwork Reduction Act (PRA) or similar research compliance processes
  • Experience in the field of UX Research with a proven understanding of quantitative and qualitative research methods
  • Experience with scheduling sessions and communicating with internal and external participants/stakeholders
  • Experience regularly managing multiple research projects at a time

How to Apply

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