Manager, Customer Research Advisors

This is a fully remote position, open to applicants in India.

📋 Description

• Support the execution of clients' UX research projects on Dscout, encompassing planning, design, recruitment, execution, analysis, and client interaction.

• Oversee and mentor Research Advisors in project delivery, retention objectives, and professional development.

• Offer strategic guidance on project methodologies, quality assurance/control, and feedback.

• Conduct one-on-one meetings, provide feedback, and collaborate with the Customer Success Director on annual performance reviews.

• Evaluate support requirements and establish peer mentoring programs.

• Spearhead enablement initiatives and create AI-driven resources.

• Share time management techniques to enhance team efficiency and effectiveness.

• Work with Research Advisors and Directors to refine systems and document processes.

• Monitor and take ownership of team performance metrics such as utilization and customer satisfaction (CSAT).

• Communicate progress updates to staff and cross-functional leaders.

• Engage in interview panels and contribute to hiring decisions.

• Facilitate the onboarding of new employees and assess their progress and support needs.

• Identify efficiencies and new opportunities for customer service and support.

• Collaborate with Lead Research Advisors and Directors regarding future service and delivery operations.

⛳️ Requirements

• Minimum of 2 years of experience in a managerial role.

• Committed team player who cultivates genuine relationships and fosters team success.

• Solutions-focused mindset with the capability for process innovation.

• Exceptional verbal and written communication abilities.

• Capacity to work both collaboratively and independently.

• Demonstrated experience in collaborating with and mentoring team members.

• Strong critical thinking and creative problem-solving capabilities.

• Adaptable and eager to learn.

• Empathetic towards the needs and situations of others.

• Highly organized, efficient, and detail-oriented.

• Inquisitive about human behavior and complex behavioral challenges.

• Willingness to align with Central Standard Time working hours (7:00 AM–4:00 PM CST).

🏝️ Benefits

• A robust and competitive compensation package that includes a built-in bonus and equity program.

• Flexible paid time off (PTO).

• 15 company holidays.

• 12 weeks of paid parental leave.

• 401k matching.

• Education stipend to facilitate growth and development.

• Remote work stipend.

• Comprehensive benefits package for employees and their dependents.

• Remote-first workforce approach.

• Open and transparent company culture.