Shape the future of Google design as a UX Research Manager, focusing on customer engagement within Google Ads. This role offers a unique opportunity to blend visionary leadership with expert research, advocating for both users and your team. You'll guide career development, inspire innovative design thinking, and leverage deep expertise in qualitative research methods. Your work will directly influence product strategy and the conceptualization of complex UX ecosystems.

Join a dynamic team focused on the Cases Platform, a critical component of Google's customer support infrastructure. This platform supports global representatives and agents across Google Ads, YouTube, Play, and Cloud. As AI and intelligent agent workflows become central, the Support Platform UX team is pioneering new ways for human agents and AI to collaborate on intricate customer issues.

Lead and mentor a dedicated team of UX researchers, fostering their professional growth and empowering them to deliver impactful insights. Establish a clear, user-centered research roadmap for the Cases Platform, ensuring alignment with product and engineering roadmaps. Collaborate closely with Product Management, Engineering, and UX Design leaders to define the strategic direction for AI-assisted support workflows.

Oversee comprehensive research programs, from exploratory interviews and usability testing to survey analysis and behavioral data interpretation. Translate research findings into actionable product requirements, usability guidelines, and compelling executive presentations that drive strategic decision-making and influence product evolution.

A Bachelor’s degree or equivalent practical experience is required. Possess at least 8 years of experience in an applied research setting or a related field. Demonstrable experience of 3 years in leading design projects and managing teams is essential.

Preferred qualifications include a Master's degree or PhD in a relevant field such as Human-Computer Interaction, Cognitive Science, Statistics, Psychology, or Anthropology. Experience engaging with executive leadership (Director level and above) for 7 years is highly valued. A minimum of 5 years of project management experience within large, matrixed organizations is also beneficial. Experience in establishing research roadmaps and influencing technical product strategy in a global, distributed environment is key. Prior experience evaluating Generative AI, conversational interfaces, or machine learning-driven workflows will set candidates apart.