Job Overview
Technology Operations Lead — Market Research & Customer Experience
Full-Time | Philadelphia
We are looking for a highly technical, hands-on Technology Operations Lead to own the systems, integrations, automations, and technical operations that power our Market Research, Customer Experience, and Advisory Board programs.
This is a hands-on technical role, not primarily a project-management position. You’ll troubleshoot integrations and data issues, build automations, program complex surveys, manage client communications, and improve the systems that keep programs running reliably.
What You’ll Do
- Build, maintain, and troubleshoot APIs, webhooks, integrations, and data pipelines across survey/CX platforms, CRMs, email/SMS providers, and data warehouses.
- Build scripts, workflows, and AI-assisted automations that eliminate repetitive manual work.
- Investigate data discrepancies and technical problems to identify and fix the root cause.
- Program and QA complex surveys, including branching, piping, quotas, and other logic.
- Build and troubleshoot email, SMS, and IVR communications, including integrations with providers such as Twilio, Postmark, or AWS SES.
- Write and troubleshoot HTML/CSS for surveys and email templates.
- Manage technical QA, regression testing, releases, and configuration changes before they affect client data.
- Work with servers and infrastructure, including monitoring, environment configuration, and basic AWS/cloud administration.
- Document systems, integrations, and solutions through runbooks and technical documentation.
- Partner with Insights Managers and other stakeholders to translate business requirements into technical solutions and explain technical issues in plain language.
- Continuously identify opportunities to use AI and automation to improve the way the team works.
What We’re Looking For
- 5+ years in technical operations, systems administration, integration engineering, or a similar hands-on technical role.
- Strong experience with APIs, webhooks, scripting, SQL, integrations, and troubleshooting.
- Comfortable with servers, infrastructure, and basic cloud administration such as AWS.
- Hands-on experience with survey programming and QA, including complex survey logic and regression testing.
- Strong HTML/CSS skills, particularly for email and survey templates.
- Experience with SMS, email, or IVR integrations and delivery troubleshooting.
- Actively uses AI tools in day-to-day work and looks for opportunities to automate.
- Process-minded and comfortable documenting solutions rather than relying on tribal knowledge.
- Able to work independently, make decisions in ambiguous situations, and take ownership of technical outcomes.
- Strong communicator who can explain technical problems to non-technical stakeholders.
- Experience with market research, CX, survey platforms, or client program operations is a plus.
The Ideal Candidate
You’re the person who sees a broken integration or unexplained data discrepancy and wants to figure out why it actually broke—not just find a workaround. You’re comfortable digging into systems, writing code or scripts when needed, using AI to work smarter, and turning one-off fixes into reliable processes.
Pay: $135,000.00 - $150,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Paid time off
Application Question(s):
- Do you live in or around the Philadelphia Area?
Experience:
- troubleshooting APIs, webhooks,data issues: 3 years (Preferred)
- AI Tool : 3 years (Preferred)
Work Location: Hybrid remote in Philadelphia, PA 19121
