UX Research Manager, Customer Engagement, Google Ads

About the role

You are an expert researcher, a visionary leader, and a fierce advocate for both users and your team. You will be responsible for guiding the careers of your team members, helping them realize their full potential, and inspiring forward-thinking design. You are an expert in qualitative research methods—such as field studies, interviews, and diary studies—to shape product development and influence overall strategy.

What you'll do

• Manage, mentor, and foster the professional growth of a multi-disciplinary team of UX researchers
• Define and drive the multi-year user research roadmap for Cases Platform, aligning studies directly with product and engineering planning cycles
• Partner with Product Management, Engineering, and UX Design leadership to shape the strategic direction of AI-assisted support workflows
• Oversee end-to-end research programs combining exploratory user interviews, usability testing, survey metrics, and behavioral log analysis
• Translate user behavioral findings into clear product requirements, usability frameworks, and executive share-outs to inform strategic decisions

What you need

• Google Ads
• Research
• User research
• Usability testing

Good to have

• Product strategy
• LLMs
• Machine learning