Senior Research Manager, Tracking

We are seeking a strategic Senior Research Manager, Tracking to lead our Consumer and Client tracking programs. Reporting to the VP of Research & Insights
, you will own some of our most important initiatives - our CSAT and Client NPS programs, helping us understand how consumers and real estate professionals perceive our products and experiences over time.

• Own the Tracking Ecosystem: Manage and optimize ’s Customer Satisfaction (CSAT) and Client Net Promoter Score (NPS) programs from end to end.

• Drive Business Outcomes:
  Uncover the “root cause” of problems by utilizing multiple sources of data across sources (Google Trends, Snowflake, Medallia, etc.)

• Quantitative Data Analysis: Perform complex statistical analysis on large‑scale survey data and operational metrics to identify key drivers of customer satisfaction, friction, and abandonment.

• CX Platform Management: Act as the primary researcher for our VoC program (currently Medallia), designing and maintaining surveys, dashboards, and closed‑loop feedback processes.

• AI Integration & Automation: Use generative AI tools and prompt engineering to analyze open‑ended text, scale research operations, and streamline workflows.

• Cross‑Functional Partnership: Partner with Product, Marketing, Sales, and Customer Care to translate feedback into strategic recommendations that drive roadmaps and business growth.

• Data Storytelling: Distill complex data into compelling, executive‑ready presentations and optimize dashboards (e.g., Tableau, Looker) that inspire leadership to action and address stakeholders’ needs.

• Vendor Management: Oversee external research agencies and platform vendors to ensure optimal design, methodology, and budget use.

• Education & Experience:

• Minimum Qualifications - A Bachelor's degree from an accredited university in social sciences, physical sciences, statistics, human‑computer interaction, business analytics, human factors or other related fields AND 5+ years of professional experience.

• A Master’s degree may be substituted for 2 years of experience.

• A PhD may be substituted for 4 years of experience.

• VoC Platform
  
  Experience:
  
  Hands‑on experience designing and managing programs in enterprise CX platforms (e.g., Medallia, Qualtrics, InMoment). Medallia experience is a strong plus.

• Quantitative Expertise:
  Advanced skills in statistical techniques (e.g., driver analysis, cluster analysis) and working with large datasets. Proficiency with SPSS, R, Python, or SQL is highly desirable.

• Tracking Proficiency: Proven expertise managing brand health trackers, NPS, CSAT, and CES methodologies, alongside tracking digital sentiment.

• Analytical Storytelling: Demonstrated track record of tying multiple data sources together (survey research, online social sentiment, and backend behavioral analytics) to tell a holistic story and drive business outcomes.

• Stakeholder Management: A track record of building trusted relationships, navigating competing priorities, and driving alignment across cross‑functional teams to ensure research translates into action.

• AI & Prompt Engineering: Practical experience using AI models (e.g., Claude, Gemini, ChatGPT) for qualitative text synthesis and data analysis workflows.

• Methodological Agility: The ability to evaluate business questions and select the most effective research methodologies and reporting formats for your specific audience.

• Communication & Influence: Excellent storytelling skills with the ability to build data dashboards and confidently present strategic implications to executives.

• Curiosity & Drive: You are a self‑starter who proactively identifies knowledge gaps and doesn’t wait for stakeholder requests, but seeks out solutions and insights that move the business forward.

• Inclusive and Competitive medical, Rx, dental, and vision coverage

• Family forming benefits

• 13 Paid Holidays

• Flexible Time Off

• Immediate eligibility into Company 401(k) plan with 3.5% company match

• Tuition Reimbursement program for degreed and non‑degreed program.

• 1:1 personalized Financial Planning Session

• Student Debt Retirement Savings Match program

• Free snacks and refreshments in each office location

Diversity is important to us, therefore, ® is an Equal Opportunity Employer regardless of age, color, national origin, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, marital status, status as a disabled veteran and/or veteran of the Vietnam Era or any other characteristic protected by federal, state or local law. In addition, ® will provide reasonable accommodations for otherwise qualified disabled individuals.