Manager, User Experience

ConnectWise is an industry and Global leading software company with over 3,000 colleagues in North America, EMEA and APAC. As a community-driven software company dedicated to the success of technology solution providers, our suite helps over 45,000 of our partners manage their businesses better, sell more efficiently, automate service delivery, and remotely control technology so they can consistently deliver amazing customer experiences.

Our company is powered by our connections, our colleagues, and our community. And, we accept all kinds.

Game-changers, innovators, culture-lovers—and humankind.

We invite discovery and debate. We recognize key moments as milestones.

We see you and value you for your unique contributions. Our inclusive, positive culture lays the foundation to ensure every colleague is valued for their perspectives and skills, giving you the choice of how YOU make a difference.

Curious? Read this opportunity to learn how YOU can make a difference at ConnectWise!

Job Location - Mumbai / Pune / Bangalore

General Summary:

The Manager of User Experience is responsible for leading a global team of entry-level to experienced professionals focused on shaping the overall user experience vision and strategy by turning complex problems into intuitive solutions that lead to setting the course for our product evolution. This role supports cross-functional teams by communicating and providing feedback on product design principles and updates to users to ensure that they have a positive experience.

Essential Duties & Responsibilities:

• Sets goals and objectives for team members for the achievement of operational results
• Supervises support and/or professional-level colleagues
• Ensures policies, practices, and procedures are understood and followed by direct reports, customers, and stakeholders
• Leads and prioritizes the daily activities of the team
• Manages, mentors, and coaches to develop a collaborative and dynamic team
• Coordinates cross-functional communication to align on initiatives and strategies to drive efficiency
• Develops and executes a comprehensive user experience strategy that aligns with the company's goals and customers needs
• Fosters design culture and thought leadership throughout the team
• Actively pursues continuous improvements based on analytics and maintains a constant pulse on the behaviors of ConnectWise partners
• Collaborates cross-functionally to communicate and implement product concepts and launches
• Conducts and oversees usability testing, interpret test results, and integrates these insights into design improvements
• Helps plan and participate in user research and testing, and incorporates learnings into designs
• Utilizes research findings to inform design decisions and ensures the team is creating user experiences that meet user needs and expectations
• Establishes and maintains design systems, guidelines, and standards to promote consistency and cohesiveness across all digital products and platforms
• Plans and conducts usability testing sessions to gather feedback from users and iterate on designs to optimize the user experience
• Regularly reports to leadership on the status of user experience projects, the achievements of milestones, and the impact of user experience improvements on key business metrics
• Stays abreast of industry trends and advancements in user experience design and technology, continually seeking ways to improve and innovate

Knowledge, Skills, and/or Abilities Required:

• Exceptional leadership and customer service skills
• Willingness to work in a team environment
• Strong organizational skills to give the team direction
• Professional presence suitable for interaction in meetings, in-person, or via email, as well as at internal and external-facing events
• Excellent presentation and communication skills
• Understanding of ConnectWise partners and users, and ability to serve as their advocate when proposing designs
• Ability to handle multiple projects in a fast-paced environment
• Ability to rapidly generate multiple design solutions, evaluate their strengths and weaknesses through validation, and improve upon selected designs
• Strong prototyping, interaction design, and visual design skill
• Knowledge in using user experience research software, such as usability testing, survey, and web analytics tools like Pendo, Maze, Dovetail, and FigJam, or similar
• Familiarity with industry standards and best practices in user experience research
• Preferred: Strong understanding of information architecture principals

Educational/Vocational/Previous Experience Recommendations:

• Bachelor’s degree in a related field or equivalent business experience
• 4+ years of relevant experience
• 2+ years of managerial experience

Working Conditions:

• Onsite/Hybrid/Remote depending on location

ConnectWise is an Equal Opportunity Employer, dedicated to building a diverse and inclusive workforce and providing a workplace free from discrimination and harassment. ConnectWise provides equal employment opportunities to all employees and applicants without regard to race, ethnicity, color, religion, age, sex (including pregnancy), sexual orientation, gender, gender identity or expression, ancestry, national origin, citizenship status, physical or mental disability, genetic information, military/veteran status, marital status, familial or parental status, or any other characteristic or status protected by applicable federal, state and local laws.

The statements above are intended to describe the general nature and level of work being performed by individuals assigned to this job. Other duties may be assigned as needed. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of the job and/or to receive other benefits and privileges of employment. If you need a reasonable accommodation for any part of the application and hiring process, please contact us at talentacquisition@connectwise.com or 1-800-671-6898.