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Manage and mentor Research Advisors while supporting customer UX research projects across planning, recruiting, fielding, analysis, and engagement. Own team utilization and CSAT metrics, improve delivery processes, develop enablement and AI-driven resources, participate in hiring and onboarding, and collaborate with directors to shape customer service operations and team growth.
At Dscout, we’re building the most flexible and powerful UX research platform on the market—trusted by the world’s top brands in finance (JP Morgan Chase, Intuit, Charles Schwab, PayPal), healthcare (Aya, Headspace), consumer goods (Keen, Verizon, Target, Northface), and tech (Google, Amazon, Facebook, Meta, Spotify, AirBnB). Our tools help teams deeply understand the humans behind their products, so they can build better ones. We are expanding our smart and driven team and would love for you to join us.
We are looking for a highly organized, customer-centric people manager to lead a team in the Manager, Research Advisor role on the Customer Success team at Dscout. In addition to supporting customers directly on projects, you will manage Research Advisors, ensuring consistent, high team utilization rates and delivery of the incredible service and support that we’re known for, all the while helping them to grow and develop in their own careers. You will work to identify efficiencies and new opportunities for the team to add new services and support to our customers. You will also collaborate with Lead Research Advisors and Directors to help shape future iterations of our service and delivery operations.
This isn’t just about keeping projects on track (though you’ll do plenty of that). In addition to your work with customers, you will serve as a leader within Dscout. You will get experience leading a team and managing people, owning metrics and reporting, and growing your own skillset and experience. If this sounds like you, apply today!
What you will do:
As a Manager, Research Advisor you will…
- Act as a true Dscout expert to assist in running clients’ research projects on Dscout including planning, designing, recruiting, fielding, analysis, and client engagement.
- Manage and mentor: Support Research Advisors on project delivery, retention goals, and growth, including guidance on project approach and strategy, QA/QC on project work and feedback. You’ll assess where folks need more support and create opportunities for peer mentoring. You’ll run 1:1s, share feedback, and partner with the CS Director on annual reviews. You’ll start with ~3 direct reports and incrementally work your way to managing up to 6 teammates.
- Shape the team’s culture and future: Lead enablement initiatives, design AI-driven resources, share time-management strategies that make everyone’s jobs efficient and more impactful.
- Enable the team: Collaborate with Research Advisors and Directors and drive a variety of projects meant to improve systems and document processes for the team.
- Track and report on team metrics: Track and own performance metrics of the team such as utilization and CSAT, sharing progress regularly with staff and occasionally with cross functional leaders.
- Help grow the team: Participate on interview panels for external hires and work with your CS Director on hiring decisions. Be responsible for onboarding and measuring progress of new hires to ensure they are adequately supported and are a good fit for the role.
What you need to have:
- 2+ years of experience as a people manager
- A dedicated team player that builds authentic relationships, collaborates with teammates and actively seeks opportunities to support the success of their team
- Solutions-oriented mindset; proactively identifies ways to help their team be more effective, and openly shares opportunities for process innovation
- Excellent communication skills, both oral and written. Naturally able to strike a balance between friendly and professional in all communications.
- Able to work both collaboratively and independently, proven experience collaborating with and mentoring team members.
- Strong critical thinking skills; excited by the prospect of creative problem solving in the research and SaaS space alongside colleagues and customers.
- Flexible and eager to learn new things each and every day.
- Empathetic to others’ needs and circumstances.
- Highly organized, efficient, and detail-oriented.
- An innate curiosity about how and why people behave the way they do, and a desire to better understand complex behavioral problems and find solutions to those problems.
- A willingness to align with Central Standard Time working hours (7:00AM - 4:00PM CST)
Of course, what is outlined above is an ideal set of expectations; however, business needs and other projects and tasks may shift, and additional tasks could be assigned at the discretion of your manager.
About Dscout
Dscout is a team of passionate, empathetic, and curious professionals. As a recognized leader in the Forrester Wave, we’re at the cutting edge of experience research technology. The power of research drives us - how in-context insights from real people can build more enjoyable products and services.
We prioritize learning, sharing, and building. We also deeply value being a diverse and inclusive team and company and look for team members who align with that belief. Join our dynamic team and help shape product roadmaps and business strategies for the world’s most loved brands.
It doesn't stop there. When you join the Dscout team, you will get:
- A strong and competitive compensation package with a built-in bonus and equity program.
- An incredible and progressive benefits package (for both you and your dependents) to support work/life balance, including flexible PTO, 15 company holidays, 12 weeks of paid parental leave, 401k match, and much more.
- An education stipend to support your growth & development, and a remote work stipend.
- A company that is open and transparent with our team. You will know what is happening and why it matters.
Dscout is an equal-opportunity employer that values diversity. We do not discriminate based on identity, including race, color, religion, national origin or ancestry, sex, gender identity and expression, age, physical or mental disability, pregnancy, veteran or military status, unfavorable discharge from military service, genetic information, sexual orientation, marital status, order of protection status, citizenship status, arrest record or expunged or sealed convictions, or any other legally recognized protected basis under federal, state, or local law.
If you need reasonable accommodations for any part of the employment process, please email us at [email protected] with the nature of your request and your contact information. We'll do everything possible to ensure you're well-prepared for success during our interview process, while also upholding your privacy, including accommodating any special requests. Please note that only inquiries regarding requests for reasonable accommodation will be responded to from this email address.
When you apply at Dscout, we will process your job applicant data, including your employment and education history, transcript, writing samples, and references, as necessary to consider your job application for open positions. For more information about our privacy practices, please visit our Privacy Policy.
Dscout participates in the E-Verify program in certain locations, as required by law.
Location Flexibility: Dscout is proud to support a remote-first workforce and enable employees to work from almost anywhere. At this time, however, we are unable to hire in the following locations: Montana, Hawaii, Alaska, and Washington DC.
Location Flexibility: Dscout is proud to support a remote-first workforce and enable employees to work from almost anywhere. At this time, however, we are unable to hire in the following locations: Montana, Hawaii, Alaska, and Washington DC.
NOTE: DSCOUT NEVER CONTACTS JOB APPLICANTS VIA TEXT, MESSENGER, OR OTHER SIMILAR APPLICATIONS. BE AWARE OF PHISHING AND SPOOFING SCAMS, BOTH VIA TEXT AND EMAIL. ONLY RESPOND TO EMAILS FROM DSCOUT.COM
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