Program Manager, Strategy & Research Services
At Qualtrics, we create software the world’s best brands use to deliver exceptional frontline experiences, build high-performing teams, and design products people love. But we are more than a platform—we are the creators and stewards of the Experience Management category serving over 18K clients globally. Building a category takes grit, determination, and a disdain for convention—but most of all it requires close-knit, high-functioning teams with an unwavering dedication to serving our customers.
When you join one of our teams, you’ll be part of a nimble group that’s empowered to set aggressive goals and move fast to achieve them. Strategic risks are encouraged and complex problems are solved together, by passing the microphone and iterating until the best solution comes to light. You won’t have to look to find growth opportunities—ready or not, they’ll find you. From retail to government to healthcare, we’re on a mission to bring humanity, connection, and empathy back to business. Join over 5,000 people across the globe who think that’s work worth doing.
Why We Have This Role
The Strategy & Research (S&R) Services team is a small, high-performing group of implementation, advisory, and project management professionals. We operate as a unified team, helping our clients to master and leverage Qualtrics software to tackle complex business challenges. Our collective success is directly tied to our clients' success, and their advocacy for our work is our ultimate measure of impact.
We're looking for a Project Manager with experience in market research and insight programs to join our team. We're not just looking for someone to follow a checklist; we need a proactive and commercially-minded individual who will own the end-to-end success of their projects. You'll use your sharp organisational skills and expertise to manage, deliver, and evolve client initiatives, ensuring they meet their intended business outcomes. You'll need to be a resourceful problem-solver who can take initiative, providing clear guidance to both clients and internal teams to navigate the complexities of their programs, bringing in the relevant experts as needed.
How You’ll Find Success
You will know you are doing a great job when you: * Own the End-to-End Strategy & Research (S&R) Program: Co-ordinate the entire project lifecycle from implementation through to final deliverables and renewal. * Proactively Drive Results: Identify potential gaps and problems early, working with advisory and technical teams to recommend and implement solutions to ensure projects meet quality standards and timelines. * Master Client Relationships: Act as the primary point of contact, running tactical program reviews and future-focused conversations. * Deliver Commercially: Manage your book of accounts/programs with a focus on hitting margin targets and ensuring a smooth path to contract renewal. * Navigate Change: Confidently manage client conversations and inspire confidence in the solution. * Champion Quality: Work closely with panel vendors to ensure data is collected to the highest quality, with a meticulous eye for detail. * Internal advocacy: Act as a point of escalation for account and program issues, championing customer needs internally and mobilising resources for maximum impact. * Contribute to the Team: As a key member, you will lead by example, and share knowledge to help elevate the team's performance.
How You’ll Grow
You will be joining a fast-growing, highly-motivated team that has a considerable impact on the business and many opportunities to evolve, such as the following: * Autonomy: Gain experience managing your portfolio of accounts with a high degree of autonomy and taking initiative to solve client challenges. * Strategic Impact: Influence client direction by supporting in driving adoption of new product features. * Dynamic Adaptation: Evolve in your role as needed to align with the company's continuous evolution as a technology business. * Problem Solving: Build your creative problem-solving and critical-thinking skills to deliver actionable, scalable recommendations that improve the end-to-end customer experience for customers * Continuous Learning: Acquire new skills in technology, project management, and client leadership.
Things You’ll Do
- Set up and test survey fieldwork parameters in the Qualtrics platform, including complex logic and quota management.
- Manage data collection plans and monitor responses to ensure timely delivery.
- Manage vendors who aid in the collection of responses, ensuring data quality and adherence to methodology.
- Act as the key client lead on multi-country programs, ensuring comprehensive notes are maintained and actions are addressed in a timely manner.
- Review data stability for the long-term health of the program.
- Manage project-level budgets to deliver on margin targets.
- Collaborate with Sales and Services teams to develop meaningful client relationships, aligned to the overall client account strategy.
- Lead quarterly business reviews (QBRs) and other client meetings, delivering content on program performance, new features and functionality.
- Work with Account Executives to ensure clients are set up for a successful contract renewal.
What You Should Know About This Team
- We are a small, high-performing, and highly profitable team with a focus on strong delivery and commercial acumen.
- Our client satisfaction rate is incredibly high, and identifying ways to continue to delight stakeholders is key to our mission.
- We are agile and lean in across functions when and if needed—every team member is a key contributor to our collective success.
- The day-to-day in this role is dynamic and fast-paced; the ability to prioritize and stay focused is critical to success.
Our Team’s Favorite Perks and Benefits
- Qualtrics Experience Program - A bonus each year for an experience of your choosing.
- Worldwide and diverse community that enjoys helping each other.
- We take pride in creating an open and collaborative work space.
- At Qualtrics we are constantly working to create an environment where everyone feels safe and comfortable coming to work and can, as a result of our culture, make their best possible contribution to our team.
- Check out more about our benefits here
The Qualtrics Hybrid Work Model: Our hybrid work model is elegantly simple: we all gather in the office three days a week; Mondays and Thursdays, plus one day selected by your organizational leader. These purposeful in-person days in thoughtfully designed offices help us do our best work and harness the power of collaboration and innovation. For the rest of the week, work where you want, owning the integration of work and life.
What We’re Looking For On Your Resume
- Experience: 3-5 years of experience in a project management, account management or similar client-facing role, preferably within a SaaS/Technology company, Market Research Agency, or Consulting Firm.
- Communication: Superb written and verbal communication skills both internally and externally.
- Organisation: Excellent time management and ability to prioritise workloads.
- Adaptability: Comfortable working in a fast-paced, unstructured, and highly competitive environment.
- Problem-Solving: Excellent attention to detail, troubleshooting abilities, and problem-solving skills.
- Research Acumen: Experience project managing market research or insight projects, either in an academic or professional capacity.
- Preferred: Experience with the Qualtrics platform and basic statistical analysis.
- Education: Bachelor’s degree or higher in market research, marketing, economics, sociology, psychology, statistics, or other relevant fields.
- Languages: Fluency in English is required.
