Sr. Manager, UX Research & Marketing Operations, Relay Product and Tech - Relay Marketing

What you’ll own

You will lead the end-to-end carrier research function for Relay Marketing by defining the strategic research roadmap and ensuring the team delivers insights that influence product marketing decisions, carrier communications, and experience improvements. You’ll also be responsible for building and running the Voice of Carrier (VOC) program, ensuring we capture strong signal from carriers of all sizes and engagement levels.

• Own the strategic roadmap for carrier research and ensure insights inform product marketing decisions, carrier communications, and experience improvements.
• Develop and evolve VOC collection methodologies across multiple channels.
• Create frameworks to synthesize qualitative and quantitative feedback into actionable themes, and establish mechanisms to close the loop with carriers.
• Partner with Product, Product Marketing, and Design to embed carrier insights into roadmap planning, launch strategies, and messaging development.
• Lead Marketing Operations by building the systems, processes, and tooling needed to plan, execute, measure, and optimize marketing programs.
• Oversee campaign operations, marketing technology stack management, audience segmentation and targeting infrastructure, and performance measurement frameworks.
• Drive marketing operational maturity through scalable workflows, SLAs, and quality standards that support faster execution with high precision.
• Identify automation opportunities and build business cases for tooling investments that increase capacity and improve outcomes.
• Manage hiring, development, and retention of researchers and operations managers, building a culture of curiosity, ownership, and continuous improvement.
• Set clear goals and expectations, provide coaching and feedback, and create development paths for future leadership.
• Manage team capacity and prioritization to focus resources on the highest-impact work and reduce low-value reactive requests.
• Serve as the connection between carrier insights and marketing execution so what we learn informs how we go to market.
• Build trusted relationships with Product, Operations, and Business Development leaders to position the team as a decision partner.
• Prepare and deliver regular readouts to VP+ audiences, translating research findings and operational metrics into clear narratives.

What you’ll bring

• Experience building, executing, and scaling cross-functional marketing programs.
• Experience understanding the needs of business and end customers and translating them into the right solutions.
• 8+ years of experience in UX research, marketing operations, or a related field.
• At least 4 years of people management experience leading teams of 6+.

Benefits

• Health insurance including medical, dental, vision, prescription, Basic Life & AD&D, and option for Supplemental life plans, EAP, Mental Health Support, Medical Advice Line, Flexible Spending Accounts, Adoption and Surrogacy Reimbursement coverage
• 401(k) matching
• Paid time off
• Parental leave

Preferred qualifications

• Experience in transportation or supply chain
• Experience managing teams with demonstrated leadership and the ability to take on and create new assignments
• Experience across the full range of research methods: qualitative and quantitative, attitudinal and behavioral, with deep expertise in one or more areas
• Experience producing executive-level written materials and presenting to executive audiences
• Experience recruiting and developing high-performing teams that deliver outsized results