Research Manager

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

📋 Description

• Oversee client relationships for Continuous Intelligence Services while ensuring relevance in the technology market.

• Lead, collaborate on, and establish a research program focused on Continuous Intelligence Services alongside clients and overall annual value objectives.

• Act as a subject matter expert, managing a 12-month rolling research agenda.

• Propel business development efforts and engage new technology vendors to broaden research coverage, enhance IDC brand visibility, and expand the addressable market.

• Provide support for inquiries from technology suppliers and buyers as necessary.

• Work in collaboration with and assist internal product, research & data, and delivery teams.

• Generate market research and competitive intelligence regarding AI-driven customer service, voice of customer, and contact center solutions.

• Evaluate vendor offerings and buyer behavior to create market sizing, competitive positioning, and strategic recommendations.

• Contribute to the establishment of research-based perspectives on AI adoption in customer-facing roles.

⛳️ Requirements

• Bachelor’s degree in Voice of Customer, Customer Feedback, Customer Experience, Contact Center, Innovation or Strategy, or equivalent experience.

• Over 5 years of experience in a CX, Voice of Customer, or Contact Center role, or similar leadership position.

• Preferably, experience in client management, revenue generation, and project delivery.

• Profound understanding of Contact Center, Customer Service, voice of customer, CX technologies, and the competitive landscape.

• Exceptional communication and presentation skills, with a proven ability to engage in relevant discussions and strategic messaging.

• Capability to adapt during client-facing situations and maintain poise while interacting with various senior-level executives.

• 25% travel is required for in-person attendance at vendor events, trade shows, and client meetings.

• Verification of employment eligibility is mandatory.

• Participation in E-Verify is required.

🏝️ Benefits

• 15 vacation days per year (increases with tenure; carryover allowed).

• 10 paid sick days annually.

• 1 week of paid parental leave for new parents.

• Flexible working options (remote, part-time, flexible hours).

• Comprehensive health, dental, vision, and paramedical coverage for you and your family.

• Annual healthcare spending account.

• Employee Assistance Program offering counseling and support.

• Access to Best Doctors for medical second opinions.

• Life, AD&D, and long-term disability insurance.

• Retirement savings plan with company matching (up to 4% of salary).

• $75/month technology allowance for home office or phone expenses.

• Company-paid cell phone plan.

• Variable compensation included in total annual remuneration.