Director, User Research
About The Position
The Director, User Research will lead the strategy and practice for understanding customer and user needs across Copart’s digital products and experiences. The role will establish a scalable research capability that brings the perspectives of Members, sellers, employees, and other users into product strategy, discovery, design, and prioritization. It will ensure product decisions are grounded in a strong understanding of user behaviors, motivations, pain points, and unmet needs. The Director will partner with Product Management, Design, Engineering, Data, Operations, Marketing, and other business teams to translate research findings into actionable insights and measurable improvements. The role will lead research across the product lifecycle, establish scalable research practices, and communicate findings and recommendations to product, business, and senior leaders. It will also lead, coach, and develop User Researchers and related customer insight professionals. The position is based in Copart’s San Francisco office and requires travel to operating locations, Dallas headquarters, and customers as needed. The role reports to the Chief Innovation Officer.
Requirements
- At least 8 years of experience in user research, UX research, customer insights, product management, or related disciplines.
- Significant experience supporting digital products.
- Experience leading research programs that have influenced product strategy and measurable customer or business outcomes.
- Demonstrated ability to synthesize complex research into clear, actionable recommendations.
- Experience partnering closely with Product Management, Engineering, Design, Data, Analytics, Operations, and other business stakeholders.
- Clear, influential communication and sound judgment with senior technical and business leaders.
- Ability to work from Copart’s San Francisco office and travel to operating locations, Dallas headquarters, and customers as needed.
Responsibilities
- Introduce the User Research practice at Copart and define and communicate its vision, purpose, and measurable outcomes.
- Build understanding of user behaviors, motivations, pain points, and purchasing journeys through research, analytics, experimentation, and direct feedback.
- Identify high-value research opportunities based on product priorities, customer needs, business impact, and strategic importance.
- Incorporate research early into product strategy, discovery, concept development, and prioritization.
- Develop frameworks for translating customer observations and feedback into actionable product opportunities.
- Lead and oversee research across the product lifecycle, from development and launch through measurement and continuous improvement.
- Develop customer journey maps, personas, behavioral insights, and other frameworks to help teams understand users.
- Identify patterns across research findings, customer feedback, product analytics, and operational insights.
- Apply appropriate research methodologies based on business questions, product maturity, and user population.
- Establish processes for research planning, participant recruitment, documentation, synthesis, and sharing.
- Ensure research practices are scalable, reliable, secure, accessible, and supportable.
- Translate research findings into clear insights, opportunities, and recommendations for Product and Business Leaders.
- Combine qualitative research with behavioral and product data to build a more complete understanding of users.
- Partner with Data and Analytics teams to connect user sentiment and behavior to measurable product outcomes.
- Establish mechanisms to track recurring customer pain points and emerging needs over time.
- Evaluate the impact of product changes on customer experience and behavior.
- Communicate performance, decisions, risks, recommendations, and learnings clearly to senior leadership.
- Help teams translate research insights into clear product requirements and priorities.
- Lead, coach, and develop User Researchers and related customer insight professionals.
- Build a scalable process that enables a lean team to work across the organization’s top priorities.
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What This Job Offers
Job Type
Full-time
Career Level
Director
Education Level
No Education Listed
