HighLevel

Senior Manager, UX Research

HighLevel

full-time

Posted on:

Location Type: Remote

Location: United States

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Job Level

Senior

About the role

  • Define and own HighLevel’s UX research strategy across the full product lifecycle - from discovery and concept validation to post-launch learning and iteration.
  • Investigate the competitive landscape to identify product differentiation opportunities and unmet needs across core SMB segments.
  • Focus research on high-leverage decisions, including product sequencing, end-to-end workflows, onboarding, activation, retention, and long-term adoption.
  • Own and execute customer research programs, including customer interviews, usability testing, surveys, diary studies, and quantitative signal analysis in partnership with Product and Data.
  • Synthesize research into clear, actionable insights that inform product direction, not just surface-level usability improvements
  • Build and lead a scalable UX research team (initially small, growing with impact).
  • Define roles, career paths, and hiring plans aligned to HighLevel’s growth stage.
  • Partner deeply with Product and Design leadership to embed research into planning cycles.
  • Act as the voice of the user at senior and executive levels.
  • Create repeatable systems for recruiting agencies, SMBs, and global users.
  • Translate complex findings into clear narratives that guide strategic decisions.
  • Help leaders understand when to invest in UX simplification vs. when complexity is acceptable.

Requirements

  • 9+ total years of experience in UX research, with 4+ years leading teams.
  • Experience influencing product strategy in complex B2B or platform products.
  • Proven ability to operate in environments with:
  • - Power users
  • - Multi-persona workflows
  • - High configuration and automation depth
  • Track record of turning research into clear decisions and measurable outcomes.
  • Strong systems thinker who understands tradeoffs between power, flexibility, and usability.
  • Comfortable with ambiguity and imperfect data.
  • Pragmatic: knows when research should be deep and when it should be fast.
  • Excellent communicator who can align executives, PMs, designers, and engineers.
Benefits
  • Health insurance
  • 401(k) matching
  • Flexible work hours
  • Paid time off
  • Remote work options
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
UX researchusability testingcustomer interviewssurveysdiary studiesquantitative signal analysisproduct strategydata synthesisproduct lifecycle managementB2B product experience
Soft Skills
leadershipcommunicationsystems thinkingstrategic decision-makingadaptabilitypragmatismcollaborationinfluenceproblem-solvingnarrative translation