Sample Operations Associate at Zappi

Job description

The Sample Operations Associate is an entry-level member of Zappi's Sample Operations team. Under guidance from more senior colleagues, you will be responsible for carrying out core audience, sample and fieldwork tasks so that research projects are delivered accurately and on time. It's a learning-focused role: You will build hands-on knowledge of Zappi's platform, sample offering and suppliers, with a clear path to Sample Operations Manager. Key Responsibilities Operational Delivery • Run standard feasibility and incidence rate checks, audience builds and fieldwork set-up for assigned requests, following SOPs and SLAs. • Track live projects in field (quotas, incidence, LOI, timings, supplier performance) and raise risks early. • Handle routine requests through Salesforce / Service Cloud queues. • Help manage translation queries and platform configuration tasks. • Escalate non-standard or complex requests to team leads, with the context they need. Supplier & Fieldwork Support • Coordinate with sample suppliers on day-to-day tasks such as launches, top-ups, and pausing or closing projects. • Where coordination doesn't resolve an issue (e.g. slow pacing, low incidence, or a supplier not delivering), escalate to team leads with clear context, keeping GTM teams and customers informed. Cross-Functional Collaboration • Communicate directly with customers or GTM on project set-up, fieldwork progress and issues. • Share operational feedback with the wider team. • Keep handovers smooth across time zones with clear updates. Quality, Process & Continuous Improvement • Follow standard procedures consistently and maintain data integrity at every step. • Spot recurring issues and suggest improvements to the team. • Help keep workflow documentation, processes and best-practice guides up to date. • Take part in training, team retrospectives and improvement initiatives. Skills, Knowledge & Expertise Essential: • 0–2 years' experience in operations, project coordination, market research, sample or survey operations, sample supply, customer support or a related field. Graduates are welcome. • Strong attention to detail and organisation. • Confident, clear written and verbal communication with customers and internal teams. • Comfortable with data and spreadsheets (Excel or Google Sheets). • Eager to learn in a fast-paced environment where priorities and systems change (including urgent, short-turnaround requests). Desirable: • Hands-on experience with survey platforms, survey design or managing sample suppliers. • Familiarity with Salesforce or similar case-management tools. • Interest in automation and process improvement. • Experience in a customer-facing role. • Curiosity for technology, marketing or consumer insights. Benefits • Unlimited vacation time – we want well rested and motivated teams so encourage people to take plenty of time off. • One company-paid mental health day each quarter. These are pre-scheduled, so the entire company can take the same days off regularly to reset • Flexible working arrangements, including remote (unless otherwise specified) • Thoughtfully designed offices to support both individual work and collaboration without interrupting others • Personal development budget – each year we allocate funds for our team members to further develop their skills that will benefit our business and customers • Budget to support setting up your home office, if appropriate (chair + desk, etc) • Wellbeing benefits and access to trained therapists / counsellors • Company paid Life, AD&D, Short term & Long term disability • Immediate access to Zappi's Health, Dental and Vision Insurance Plan • Option to enter Zappi's 401k program after 90 days of employment, matched up to 4% • Tailored personal development through coaching, mentorship and career frameworks Why join us? We’ve been recognized as one of the hottest martech companies in 2022 by Business Insider and named Best Place to Work by Quirk’s Media for our engaging and inclusive workplace culture. We’re committed to both people and the planet . Our belief in inclusion means we’re building an organisation of diverse individuals and helping brands eliminate cultural presumptions in their research. Read our Diversity Manifesto here. We are a values and behaviours driven business and believe that Trust, Truth, Ownership, Ambition and Humility describe Zappi employees on our best day. This is how we strive to show up for our customers, for each other and for our communities. Earning B Corp certification assures us we’re on the right track and have structures in place to become the business we want to be. Our commitment to minimise our impact on the environment means being honest with ourselves and transparent with you—about everything from carbon emissions to tree-planting initiatives. We achieved our goal of becoming Net Zero in 2021! Zappi Company Culture Highlights • Winner of Comparably's Award for Best Company for Women 2022 • Winner of Comparably's Award for Best Company Work-Life Balance 2022 • Winner of Comparably's Award for Best Company Compensation 2022 • Winner of Comparably's Award for Best CEO for Women 2022 • Winner of Comparably's Award for Best Company for Diversity 2022 • Winner of Comparably's Award for Best Company Culture 2022 • Winner of Comparably's Award for Best CEO 2022 • Winner of Comparably's Award for Best Happiness 2022 • Winner of Comparably's Award for Best Leadership Teams 2023 • Winner of Comparably's Award for Best CEOs for Diversity 2023 • Winner of Comparably's Award for Best Engineering Teams 2023 • Winner of Comparably's Award for Best Company Outlook 2023 • Winner of Newsweek’s Top 100 Most Loved Workplaces in the UK 2022 & 2023 • Recognised by Fast Company’s Best Workplaces for Innovators 2023 • Recognised as Best Marketing Insights Platform in the MarTech Breakthrough Awards Equal Opportunity Zappi is an equal opportunity employer; our diversity is a major strength. We are committed to providing equal opportunities for all individuals, regardless of their race, gender, sexual orientation, disability, or any other characteristic protected by applicable laws. We believe that a diverse and inclusive workforce fosters innovation, creativity, and success. Our hiring decisions are based solely on merit, qualifications, and abilities, ensuring fairness and equity throughout our recruitment process. We welcome applications from all backgrounds and encourage candidates from underrepresented groups to apply. Join our team and contribute to an inclusive environment where everyone's unique perspectives and talents are valued and respected.

Requirements

Must-haves

It's a learning-focused role: You will build hands-on knowledge of Zappi's platform, sample offering and suppliers, with a clear path to Sample Operations Manager.
Operational Delivery
Run standard feasibility and incidence rate checks, audience builds and fieldwork set-up for assigned requests, following SOPs and SLAs.
Track live projects in field (quotas, incidence, LOI, timings, supplier performance) and raise risks early.
Handle routine requests through Salesforce / Service Cloud queues.
Help manage translation queries and platform configuration tasks.
Escalate non-standard or complex requests to team leads, with the context they need.
Supplier & Fieldwork Support
Coordinate with sample suppliers on day-to-day tasks such as launches, top-ups, and pausing or closing projects.
Where coordination doesn't resolve an issue (e.g. slow pacing, low incidence, or a supplier not delivering), escalate to team leads with clear context, keeping GTM teams and customers informed.
Cross-Functional Collaboration
Communicate directly with customers or GTM on project set-up, fieldwork progress and issues.
Share operational feedback with the wider team.
Keep handovers smooth across time zones with clear updates.
Quality, Process & Continuous Improvement
Follow standard procedures consistently and maintain data integrity at every step.
Spot recurring issues and suggest improvements to the team.
Help keep workflow documentation, processes and best-practice guides up to date.
Take part in training, team retrospectives and improvement initiatives.
Skills, Knowledge & Expertise
0–2 years' experience in operations, project coordination, market research, sample or survey operations, sample supply, customer support or a related field. Graduates are welcome.
Strong attention to detail and organisation.
Confident, clear written and verbal communication with customers and internal teams.
Comfortable with data and spreadsheets (Excel or Google Sheets).

Nice-to-haves

None flagged.

Application prep

Use the role’s language and application details while tailoring your materials.

Platform: pinpoint
Effort: medium

Benefits

Benefits detected in the listing.

Dental

Vision

401k