Heads up! This role is based in‐person at our office in Fortitude Valley, Brisbane
About the role
As Project Delivery (AU), you're the engine that keeps complex research projects moving smoothly and the calm, helpful first point of contact when clients, researchers, or participants need support.
You'll take the baton from Sales and Customer Success, match the right researcher and participants to the brief, and guide the work from kick‐off to the final delivery. Along the way, you'll be hands‐on with approvals, feasibility checks, live project monitoring, and frontline support for the projects that you own.
It's fast‐paced, people‐heavy, and full of moving parts. That's where you thrive. You'll coordinate timelines, align expectations and keep everyone on the same page — always with an eye on delivering an outstanding experience.
What you'll do
Project Delivery and Orchestration
* Manage a portfolio of 20 - 30 live projects at different stages, from brief to insights, making sure scope, milestones, and expectations are clear from day one.
* Plan and track work using monday.com (or similar), keeping boards up to date and aligned even when timelines shift.
* Stay composed and decisive when plans shift — make smart trade‐offs, bring calm to chaos, and keep quality high when things change mid‐stream.
* Run smooth client touch points — kick‐offs, check‐ins, and close‐outs that leave clients feeling informed, confident, and in good hands.
* Manage stakeholders — keep researchers, participants, Sales and Fulfilment aligned, guiding conversations and mediating when needs compete.
* Manage quality and risk — build smart checkpoints into your plans, flag risks early, and know when to flag issues and how to communicate them clearly.
* First‐in line for your projects — answer questions from clients, researchers, and participants related to projects and studies.
Continuous Improvement
* Spot and document patterns — capture recurring issues, edge cases, and fixes so we can improve playbooks, FAQs, and internal guides.
* Improve how we deliver — suggest tweaks to workflows, templates, and comms that make the next project smoother for everyone.
* Share learnings with the team — surface insights about clients, participants, and processes so we can keep levelling up how we work.
Skills and experience you'll bring
You've delivered projects before — whether through classic project management, fast‐paced client coordination, customer support, or managing multiple work streams at once. You understand how to keep things moving while managing stakeholders, timelines, and expectations with empathy and precision.
You'll bring:
* 2-3 years in a delivery, project management, client services, CX, or research ops role.
* Excellent communication skills — clear, empathetic, and calm under pressure, across email, live chat, and calls.
* Experience juggling many concurrent deliverables — you're comfortable context‐switching and keeping multiple projects moving at once.
* Strong planning and prioritisation skills — you love a clear board, a tidy queue, and a good status update.
* Customer‐first mindset — you care deeply about client and participant experience and know how to "wow" without over‐promising.
* Tech‐savvy and process‐minded — confident using tools like Monday.com (or similar), CRMs, spreadsheets, Slack, and Google Workspace, and keen to improve how we use them.
Bonus points for:
* Experience working with researchers, freelance teams, or global stakeholders across time zones.
* Familiarity with UX research workflows or participant recruitment platforms.
* Comfort experimenting with social media or niche channels to support recruitment.
* A healthy appreciation for a well‐named column in a project board.
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