[Remote] Sr. Manager, UX Research, CRM & Industry Workflows at ServiceNow

The Sr. Manager, UX Research will grow and mentor a team of researchers, ensuring quality delivery and guiding them on research design and execution, including ethnography, interviews, surveys, concept testing, and usability studies. Responsibilities include reviewing research plans and deliverables, coordinating team priorities, partnering with Design and Business Operations, and setting goals to measure research and design success. This role involves forecasting resource needs, influencing portfolio strategy and roadmaps with research findings, and owning research team operations such as resource planning, budget management, hiring, vendor management, and process standardization. Building a customer access and recruitment program, and overseeing team communications to evangelize research insights are also key duties. The manager will also contribute to architectural definitions like user profiles and workflows, and may travel up to 20% of the year.