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User Operations Associate Jobs in Massachusetts (NOW HIRING)

New Balance

Product Operations Lead - Finance

Boston, MA · On-site

$104K - $130K/yr

We foster a culture in which every associate feels welcomed and respected, where leaders and ... They translate recurring user needs into clear product and process requirements, validate that ...

New Balance

Product Operations Lead - Finance

Boston, MA · On-site

$104K - $130K/yr

We foster a culture in which every associate feels welcomed and respected, where leaders and ... They translate recurring user needs into clear product and process requirements, validate that ...

Adecco

Store Operations Specialist

Framingham, MA · On-site

$26.10 - $32/hr

... Conduct user testing, evaluate ROI, and support issue resolution. · Monitor store technology ... In addition, our associates may be eligible for paid leave including Paid Sick Leave or any other ...

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$12

$28

$58

How much do user operations associate jobs pay per hour?

As of Jul 11, 2026, the average hourly pay for user operations associate in Massachusetts is $28.66, according to ZipRecruiter salary data. Most workers in this role earn between $19.42 and $33.08 per hour, depending on experience, location, and employer.

What does a User Operations Associate do?

A User Operations Associate is responsible for supporting and improving the user experience on a company’s platform or service. Their duties often include responding to user inquiries, troubleshooting issues, and collaborating with other teams to resolve user problems efficiently. They also analyze user feedback and data to identify trends and suggest improvements. This role is crucial in ensuring users receive timely assistance and the company's operations run smoothly. User Operations Associates typically work in customer support, tech companies, or online platforms.

What are some common challenges faced by User Operations Associates, and how can they effectively address them?

User Operations Associates often encounter challenges such as handling a high volume of user inquiries, troubleshooting technical issues, and balancing efficiency with personalized service. To address these, it's important to develop strong communication skills, become familiar with internal tools and processes, and collaborate closely with product and engineering teams for issue escalation. Regular training and feedback sessions can also help Associates stay updated on best practices and improve their problem-solving abilities.

What are the key skills and qualifications needed to thrive as a User Operations Associate, and why are they important?

To thrive as a User Operations Associate, you need strong problem-solving abilities, attention to detail, and a background in customer support or operations, often supported by a bachelor's degree. Familiarity with CRM tools (like Zendesk or Salesforce), ticketing systems, and basic data analysis platforms is typically required. Excellent communication, empathy, and adaptability are crucial soft skills for engaging with users and resolving issues efficiently. These skills ensure smooth user experiences, effective issue resolution, and contribute to the overall success of user-focused products or services.
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What cities in Massachusetts are hiring for User Operations Associate jobs? Cities in Massachusetts with the most User Operations Associate job openings:
User Operations Associate jobs near you
Infographic showing various User Operations Associate job openings in Massachusetts as of July 2026, with employment types broken down into 1% As Needed, 65% Full Time, 31% Part Time, 2% Temporary, and 1% Contract. Highlights an 97% Physical, 1% Hybrid, and 2% Remote job distribution, with an average salary of $59,617 per year, or $28.7 per hour.
Associate Director, CRM Field Operations

Associate Director, CRM Field Operations

Vertex Pharmaceuticals

Boston, MA • On-site

$164K - $246K/yr

Full-time

Medical, Dental, Vision, Retirement, PTO

Posted 16 days ago

Job description

Job Description
General/Position Summary
Vertex is in an exciting time of growth and innovation, and technology and data are valued as strategic assets for the organization. The North America Commercial Operations CRM Field Operations Team is looking for an Associate Director, CRM Field Operations to ensure continued customer centricity and success. The Associate Director, CRM Field Operations plays a critical role between the cross-section of sales and marketing and a close partnership with other business functions. The primary responsibility of this position will be to support designated BU HQ and Field teams with the continuous improvement of the customer relationship management (CRM) system.
The Associate Director, CRM Field Operations will be responsible for defining and prioritizing implementation and enhancements across the Veeva CRM platform that support Sales and Marketing. This role will partner cross-functionally to ensure Vertex provides capabilities and support needed from our systems to enable outstanding customer engagement. They will align our IT services and solutions to the business strategy to streamline and scale customer engagement activities.
Key Duties & Responsibilities
  • Drives CRM strategy and innovation, partnering with IT on new capabilities, best practices, and CRM maturity to enable our field teams for efficiency and success
  • Owns and drives the NA Commercial Sales & Marketing roadmap of annual CRM priorities based on anticipated business needs for designated BUs
  • Works with IT counterparts to build requirements and manage the agile workflow in JIRA
  • Responsible for approving & prioritizing development work based on business priorities and user feedback
  • Proactively identifies and communicates potential new improvements to platforms, leverages subject matter expertise to support both Sales & Marketing in identifying opportunities for improvement and communicating complex technical solutions to business problems
  • Work closely with IT to oversee end-to-end sprint management activities and support IT by addressing business related changes throughout the implementation process
  • Manages the product backlog, proactively raising issues and constantly conducting prioritization exercises based on changing business requirements within Jira
  • Provides implementation support including validation of business requirements and User Acceptance Testing (UAT)
  • Partners with Commercial Training and Change Management teams to ensure necessary supporting materials are provided and training content is consistent with system functionality.
  • Works with Veeva Align team to ensure correct account hierarchy and set up in Align flows into Veeva CRM.
  • Works with Marketing partners on projects that need Veeva CRM integration. Eg: Approved email templates, CLM and training content on iPad, Website - Veeva Integration, Veeva batch emails, etc
  • Aligns priority decisions with IT business partners, cross-functional teams, business stakeholders & leadership team members
  • Serves as subject matter expert for the CRM (Veeva) as well as well versed in understanding the varying business processes and supporting technology used amongst the business team
  • Trains end-users (e.g. field & marketing teams) on utilizing new technology & supports adoption

Required Knowledge/Skills
  • Deep experience implementing/running technology adoption across global Commercial systems
  • Experience working with on and offshore vendor partners within an Agile framework
  • Strong JIRA & Confluence experience
  • Knowledge of business processes and operations within a Commercial biopharma environment
  • Exceptional stakeholder management, communication, problem solving, and presentation skills
  • Strategic mindset; ability to identify process improvement opportunities and then deliver them
  • Ability to work independently and navigate ambiguity across various levels of an organization
  • Ability to travel domestically, as needed

Required Experience
  • 8+ years of direct experience with Veeva CRM
  • 3+ years of technology related project management experience

Required Education Level
  • 10+ years in life sciences

Pay Range:
$164,400 - $246,600
Disclosure Statement:
The range provided is based on what we believe is a reasonable estimate for the base salary pay range for this job at the time of posting. This role is eligible for an annual bonus and annual equity awards. Some roles may also be eligible for overtime pay, in accordance with federal and state requirements. Actual base salary pay will be based on a number of factors, including skills, competencies, experience, and other job-related factors permitted by law.
At Vertex, our Total Rewards offerings also include inclusive market-leading benefits to meet our employees wherever they are in their career, financial, family and wellbeing journey while providing flexibility and resources to support their growth and aspirations. From medical, dental and vision benefits to generous paid time off (including a week-long company shutdown in the Summer and the Winter), educational assistance programs including student loan repayment, a generous commuting subsidy, matching charitable donations, 401(k) and so much more.
Flex Designation:
On-Site Designated
Flex Eligibility Status:
In this On-Site designated role, you will work five days per week on-site with ad hoc flexibility.
Note: The Flex status for this position is subject to Vertex's Policy on Flex @ Vertex Program and may be changed at any time.
#LI-Onsite
Company Information
Vertex is a global biotechnology company that invests in scientific innovation.
Vertex is committed to equal employment opportunity and non-discrimination for all employees and qualified applicants without regard to a person's race, color, sex, gender identity or expression, age, religion, national origin, ancestry, ethnicity, disability, veteran status, genetic information, sexual orientation, marital status, or any characteristic protected under applicable law. Vertex is an E-Verify Employer in the United States. Vertex will make reasonable accommodations for qualified individuals with known disabilities, in accordance with applicable law.
Any applicant requiring an accommodation in connection with the hiring process and/or to perform the essential functions of the position for which the applicant has applied should make a request to the recruiter or hiring manager, or contact Talent Acquisition at ApplicationAssistance@vrtx.com

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