ezCater Sr. Manager, UX Research

remote United States 1 month ago
At ezCater, we care a lot about building insanely helpful products that our customers, caterers, and delivery partners love to use. We believe understanding customer behavior is essential to creating a truly remarkable product.
We're looking for an accomplished researcher and analytical thinker who excels at uncovering insights and working with product designers and product managers to shape the direction of product strategy. 

As a Senior Manager of UX Research, your role will be to conduct qualitative and quantitative research to understand and improve the experience of our customers, caterers, and delivery partners. You'll define and lead research studies, as well as work with the VP of Product Design to institute processes and frameworks that allow research to thrive at ezCater. As part of the Design leadership team, you'll also be a functional leader responsible for growing and nurturing a small team of research practitioners.

What You'll Do:

    • Partner with product, design, and analytics leaders to establish and prioritize an ongoing research roadmap and support for key initiatives
    • Identify and develop a comprehensive system of user personas and detailed jobs-to-be-done vignettes to be shared with every employee within ezCater
    • Synthesize, summarize, and present relevant insights to a variety of stakeholders and partners at all levels of the company
    • Build and maintain an internal research repository that enables anyone to access and search for research insights
    • Develop and maintain a deep understanding of ezCater's products and the products of key players in our industry
    • Delegate and prioritize the work of your team while ensuring their work meets a high level of rigor and quality
    • Establish appropriate metrics to measure the effectiveness of your team's work and impact on key company initiatives
    • Scale user research at ezCater by formally training your product and design partners on how to properly conduct democratized research inline with their abilities
    • Regularly seek feedback to evaluate and re-calibrate on the research processes, proper tooling, and group activities
    • Promote and evangelize research and its value throughout every level and department within ezCater
    • Foster a culture of inclusivity and accessibility in our products and also within our organization.

What You Have:

    • 6+ years of conducting UX research for B2B / B2C web and mobile products
    • 2 years of experience as a people manager leading and coaching others in the craft of product-focused research
    • A degree in human-computer interaction, cognitive psychology, behavioral science, or related field, or equivalent product research experience
    • Well-rounded generative and evaluative research skills and end-to-end experience with all aspects of the research lifecycle (study design, recruitment, moderation, analysis, reporting, and executive presentations)
    • Hands-on experience with user insights and trends research, iterative prototype evaluation, value proposition assessment, concept testing, lab-based user testing, unmoderated studies and field research
    • Proven ability to scale research operations and best practices throughout a large organization, including democratized research
    • Strong storytelling skills and ability to create compelling narratives about the order journey and user journey of our key segments
    • A transparent approach to working that invites others into the process and provides a welcoming venue for feedback
    • A positive attitude and ability to provide clear feedback, as well as regularly seeking feedback on your own performance
    • A detailed portfolio that showcases a knack for solving complicated problems and how your work led to business and customer impact
    • Soft skills that are as well developed as your research skills
    • A sharp mind, a soft heart and a large funny bone

Bonus Points If You Have:

    • Experience researching for B2B audiences or marketplaces
    • Worked in the restaurant or delivery industry
    • Experience with service design or logistics problems
The national cash compensation range for this role is $161,000 - $200,000* per year

*Please note: Final offer amounts are determined by multiple factors, including prior experience, expertise and region & may vary from the amount above. This range does not represent additional compensation benefits (such as equity, 401K or medical, dental or vision insurance).

ezCater does not sponsor applicants for work visas or legal permanent residence.

What you'll get from us:
You'll get a terrifically compelling opportunity, in an environment of radical transparency, open access to all the data, and collaborative colleagues at every level of our organization. You'll also get sane working hours and great flexibility around work/life balance. 

Have people in your life - of any age - who always, often, or sometimes need your help? We make room for that. Have a bad thing or a good thing happen to you? We make room for that, too.

Oh, and you'll get all this: Market salary, stock options that you'll help make worth a lot, the usual holidays, all-you-can-eat vacation, 401K with ezCater match, health/dental/FSA, long-term disability insurance, remote-hybrid work from our awesome Boston or Denver offices OR your home OR a mixture of both home and office (you choose!), a tremendous amount of responsibility and autonomy, wicked awesome co-workers, cupcakes (and many more goodies) when you're in one of our offices, and knowing that you helped get this rocket ship to the moon.

ezCater is an equal opportunity employer. We embrace humans of every background, appearance, race, religion, color, national origin, gender, gender identity, sexual orientation, age, marital status, veteran status, and disability status. At the same time, we do not employ jerks, even brilliant ones.

About ezCater

ezCater is the most trusted provider of corporate food solutions - a $300+ billion market in the US alone. ezCater is purpose-built for business. ezCater's corporate food platform and flexible, scalable food solutions allow organizations to centralize and track their food spend, and fulfill everything from daily employee meals to client meetings and company all-hands. ezCater backs this up with business-grade, best-in-class, customer service and an unmatched nationwide footprint. We're backed by top investors including Insight, Iconiq, Lightspeed, GIC, SoftBank, and Quadrille, and had an up-round in December of 2021 when we were valued at $1.6 billion.