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UX Research Manager, Customer Engagement, Google Ads

Google · Posted Oct 22

Search engine, cloud computing, software, hardware, and artificial intelligence services

Gurugram, Haryana, IndiaFull-timeHybridLead/Staff7+ years₹70.0L–₹1.2Cr yearly65 applicants
InternetCloud ComputingSoftwareHardwareArtificial IntelligenceAdvertisingPublic Company
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About the role

Cases Platform powers high-touch customer support resolution for Google representatives and agents globally across Google Ads, YouTube, Play, and Cloud. The Support Platform UX team is redefining how human agents and AI systems collaborate to resolve complex customer issues. The UX Research Manager will lead a team of UX researchers, establish a user-centered direction for AI initiatives, and partner with cross-functional leadership to reduce workflow complexity and cognitive load.

What you will do

  • Manage, mentor, and foster the professional growth of a multi-disciplinary team of UX researchers.
  • Define and drive the multi-year user research roadmap for Cases Platform, aligning studies directly with product and engineering planning cycles.
  • Partner with Product Management, Engineering, and UX Design leadership to shape the strategic direction of AI-assisted support workflows.
  • Oversee end-to-end research programs combining exploratory user interviews, usability testing, survey metrics, and behavioral log analysis.
  • Translate user behavioral findings into clear product requirements, usability frameworks, and executive share-outs to inform strategic decisions.

Skills used in this role

UX ResearchQualitative ResearchField StudiesInterviewsDiary StudiesUsability TestingSurvey MetricsBehavioral Log AnalysisGenerative AIMachine LearningGeminiGoogle AdsYouTubeGoogle PlayGoogle CloudConversational Interfaces

Preferred qualifications

  • Master's degree or PhD in Human-Computer Interaction, Cognitive Science, Statistics, Psychology, Anthropology, or a related field.
  • 7 years of experience working with executive leadership (e.g., Director level and above).
  • 5 years of experience managing projects, and working in a large, matrixed organization.
  • Experience establishing research road maps and influencing technical product strategy in a distributed, global organization.
  • Experience evaluating Generative AI, conversational interfaces, or machine learning-driven workflows.

Benefits and support

  • Compensation and benefits are detailed in the job posting

About Google

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Google

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Google LLC is an American multinational technology company focusing on artificial intelligence, online advertising, search engine technology, cloud computing, computer software, quantum computing, e-commerce, and consumer electronics. As a subsidiary of Alphabet Inc., it is widely recognized for services like Google Search, YouTube, Android, and the Gemini AI ecosystem.

Industry
Internet
Company size
180000+ employees
Founded
1998-09-04
Location
Mountain View, California, USA
Funding stage
Public Company

Funding

Public Company · $25M raised

Kleiner PerkinsSequoia Capital
  • 1999-06-07Series A$25M

Leadership

SP
Sundar Pichai

Chief Executive Officer

AA
Anat Ashkenazi

Senior Vice President and Chief Financial Officer

PS
Philipp Schindler

Senior Vice President and Chief Business Officer

TK
Thomas Kurian

Chief Executive Officer, Google Cloud

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