Research Managers are a high-functioning, autonomous, and agile team that supports quality at Wonder. They produce high-quality research and deliver a high-quality experience to win and retain clients.

For general information on how we operate, see below:

Daily Ops/General Information

Research Manager Job Description

Research Managers are responsible for a job from the time it arrives on the Research or Strategy dash to completion. In order of priority, they are responsible for the following:

• Project Management
  • Optimizing projects for quality and turnaround time while successfully meeting client deadlines.
  • QA Checks
  • Creating and assigning follow-up requests
  • Assigning requests as needed
  • Monitor dash for high-priority, large, and paused projects
  • Checking Zendesk for client activity on projects in iteration
  • Checking Zendesk for any project management activities initiated by clients.
  • Stay up to date on client dossiers so we can meet their needs efficiently and comprehensively.
• Completing Research Outlines
  • Strategy
  • Interpret
  • Teammate follow-ups
• Collaboration with Analysts
  • When an analyst posts they have a job it is your responsibility to introduce yourself in the thread and advise as needed. Do not wait for them to reach out to you.
    • Take turns, so that no RM is doing all the collaborations. Communications should take place in the THREAD, not through DM.
  • Share the initial research path and let the analyst know
  • Prepare deliverables
  • Mentoring analysts to ensure we hit the mark
• Project Communications with Clients
  • Use Zendesk to ensure the successful delivery of research to clients.
  • Resolve project-specific client concerns in a timely and professional manner.
    • McKinsey should be sent a confirmation email within 30 minutes of sending their email in.
    • All other projects should be sent a confirmation email within an hour.
  • Update project Quire cards to ensure that comms outlines and other resources are all in one centralized place
  • Identify and escalate issues to the appropriate solutions owner when necessary.
• Completing Teammate Requests
  • If you are not actively working on anything, you are expected to grab an available teammate.
• Special Projects
  • As needed

Slack Channels

• 00-swat-shift-comms

  • Post when we arrive and leave
  • Advise team of days off (we will no longer use #swat-team for this), along with updating the HQ+ Google calendar

• 00-swat-team

  • Check-in with your team members at the beginning of your shift and come up with a game plan. Please do not communicate by DM. We all need to know what is going on.
  • Project-related comms that only the RM team needs to know.

• 00-research-management

  • Team announcements

• #live-feedback

  • Client feedback and ratings
  • Project-related comms where we need HQ involved

• #customer-support

  • Assistance with Zendesk and general client support items (i.e., general customer support requests)
  • Shift to shift comms for open/pending tickets in Zendesk.

• #projects-in-process

  • We will post here as soon as we send an outline or create a research job (whichever comes first).

    • Name of Project- Client Name
    • Proposal or Strategy Link
    • ZD Email Thread (link)
    • Use Case (state which use case the project is most closely related).
    • Status Update: (This can be: proposal sent, waiting for clarifications, etc.).
    • Recurring Status:
    • RM Time Investment:

    Example:

    Wonder Proposal Launch- Toha

    Strategy

    Proposal

    ZD Thread

    Quire

    Use Case: Channel Insights

    Status Update: Proposal sent to the client, waiting on a reply

    Recurring Status:

    RM Time Investment:

• #project-management-quality

  • No change