UX Research Manager, Kustomer

Kustomer - now part of Meta Platforms, Inc.- helps businesses grow by delivering exceptional customer service via phone, email, chat, text, social, messaging and more. As a SAAS solution, Kustomer enables fast, personalized, and efficient customer and agent experiences using complete customer visibility, seamless omnichannel conversations, intelligent automation and easy, no-code customization to adapt to change. Our "Krew" is made up of passionate and collaborative people who really care about what they do and the people they help. We look for people who are passionate about enhancing the customer service experience for everyone involved, as it's the core of what we do. We're in the midst of explosive growth, and have no plans of slowing down. We welcome individuals who want to learn and be challenged every day. Kustomer's UX Research team partners closely with product and design to more deeply understand our users of workflows, automations, and other core platform features-uncovering user pain points and surfacing opportunities to improve the overall experience. We employ a variety of qualitative and quantitative methods to accomplish our goals, including surveys, focus groups, field studies, usability tests, and 1:1 interviews. We value a diverse range of perspectives and stem from many different backgrounds-geographically, culturally, educationally, philosophically. We come from industry and academia, with roots in anthropology, design research, economics, HCI, human factors, market research, political science, sociology, social computing, and social psychology, among others. Kustomer is looking for a UX Research Manager with research, communication and people management skills to support and oversee a team of world-class researchers across a powerful SAAS product, and across multiple research disciplines. You will help evolve our research practice, define processes, success metrics, and drive strategies for high-impact insights. As we prepare to massively scale our product's reach in the coming months and years, you will help the team prioritize studies, analyze findings, and drive product and design decisions with data.
UX Research Manager, Kustomer Responsibilities

• Build and manage high-performing teams with researchers of different disciplines.
• Independently manage day-to-day activities and complex situations. Identify problems and solutions around escalations.
• Partner with product and design leaders to prioritize and drive high-impact research strategies across a wide range of features and tools.
• Set clear expectations and goals for direct reports and collective team while holding individuals and team accountable for success.
• Build and develop a research toolkit that extends across all levels of complexity.
• Successfully partner with other research teams across the Meta Platforms Inc. organization.
• Build strong relationships with other research teams at Meta Platforms Inc. to ensure a cohesive and cross-functional vision for Research at Meta Platforms Inc.
• Become a trusted, strategic partner to product stakeholders by communicating and demonstrating the value of user research, and by delivering insights that lead to demonstrable business value.
• Partner with the recruiting organization to build diverse teams and inclusive environments.
• Provide clear, actionable feedback and support to develop and grow individuals, while working closely with under-performers to help them meet expectations.
• Determine team composition, placement decisions and hiring strategy.
• Mentor other managers (research or cross-functional) at multiple levels.
• Resource Allocation - ensure we are always focusing on the highest priority things, focusing both on the short term needs as well as looking ahead to the next big challenge.
• May involve handling sensitive personal data.

Minimum Qualifications

• Bachelor's degree or significant experience conducting UX research with meaningful business impact
• 10+ years of experience conducting and/or studying research post-Bachelor's degree
• 2+ years of experience directly managing, coaching and developing full-time researchers
• Experience directly managing across different research methodologies
• Experience directly conducting primary research (either qualitative or quantitative) end-to-end (i.e., designing, fielding, analyzing and reporting out data)
• Experience building teams over time through hiring, growing, and retaining high-performing researchers
• Track record of translating research into business impact
• Experience working with a variety of cross-functional peers and stakeholders (e.g., product managers, data scientists, designers, engineers, policy, communications, marketing)

Preferred Qualifications

• Graduate degree
• Experience with complex SAAS and/or Enterprise products, insights, or product development
• 2+ years of UX research experience

About Meta
Meta builds technologies that help people connect, find communities, and grow businesses. When Facebook launched in 2004, it changed the way people connect. Apps like Messenger, Instagram and WhatsApp further empowered billions around the world. Now, Meta is moving beyond 2D screens toward immersive experiences like augmented and virtual reality to help build the next evolution in social technology. People who choose to build their careers by building with us at Meta help shape a future that will take us beyond what digital connection makes possible today-beyond the constraints of screens, the limits of distance, and even the rules of physics.
Meta is committed to providing reasonable support (called accommodations) in our recruiting processes for candidates with disabilities, long term conditions, mental health conditions or sincerely held religious beliefs, or who are neurodivergent or require pregnancy-related support. If you need support, please reach out to [email protected] .
(Colorado only*) Estimated salary of $183,000/year + bonus + equity + benefits
*Note: Disclosure as required by sb19-085(8-5-20)