{"id":2374759,"url":"https://alion.io/job/gohighlevel-director-ux-research","title":"Director, UX Research","company":{"id":426,"name":"GoHighLevel","domain":"gohighlevel.com","url":"https://alion.io/company/highlevel","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Lever","truth_index":{"grade":"B","score":83,"open_postings":13,"ghost_share":0,"stale_share":0.692,"repost_share":0,"time_to_fill_p50_days":41,"computed_at":"2026-10-21T05:46:15Z"}},"role":"Leadership","role_family":"Leadership","seniority":"head","employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"board_field","remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["United States"],"countries":["US"],"hiring_countries":["US"],"hiring_countries_total":1,"salary":{"min":200000,"max":250000,"currency":"USD","period":"year","gross":null,"usd_annual":250000},"salary_estimate":null,"experience_years_min":12,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"UserTesting","optional":false}],"status":"live","first_seen_at":"2026-10-12T14:45:28Z","employer_posted_date":"2026-10-12","last_verified_at":"2026-10-21T16:27:39Z","board_verified":true,"closed_at":null,"days_open":9,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":9},"description":"About us\nHighLevel is an AI-powered business operating system that gives agencies, entrepreneurs and SMBs the infrastructure to build, automate and scale. Today, HighLevel supports SMBs across 150+ countries, fueling community-driven growth rooted in real customer outcomes.To date, businesses operating on HighLevel have generated over $7 billion in ecosystem value, demonstrating the impact of shared infrastructure at scale. By centralizing conversations, automation and intelligence into one system, we help businesses move faster, reduce complexity and execute efficiently.Behind the platform, HighLevel powers more than 4 billion API hits and 2.5 billion message events daily. With 250 terabytes of distributed data, 250+ microservices and over 1 million domain names supported, our architecture is built for performance, resilience and long-term scalability.\nOur People\nWith over 2,000 team members across 10+ countries, HighLevel operates as a global, remote-first organization built for speed and ownership. We value initiative, clarity and execution, creating space for ambitious people to build systems that support millions of businesses worldwide. Here, innovation thrives, ideas are celebrated and people come first, no matter where they call home.\nOur Impact\nEvery month, HighLevel enables more than 1.5 billion messages, 200 million leads and 20 million conversations for the more than 1 million businesses we support. Behind those numbers are real people building independence, expanding opportunity and creating measurable impact. We’re proud to be a part of that.Learn more about us on ourYouTube Channel orBlog Posts\nAbout the Role\nWe are seeking a Director, UX Research (M5) who can make deep customer understanding a driving force in HighLevel's product and company strategy. You have spent 12+ years conducting and leading research for complex digital products, including 5+ years leading researchers or research programs, and are ready to set the research direction for a broad platform used by agencies, entrepreneurs and SMBs around the world.\nThis role reports to the Vice President of Product Design and is a member of Design Leadership. You will lead a small, senior research team of one or two researchers and remain a hands-on practitioner who personally leads the company's highest-stakes studies.\nWe expect candidates at this level to demonstrate exceptional research craft, strategic judgment, cross-functional influence and executive communication. You should be comfortable framing ambiguous business questions, choosing the right level of evidence for each decision and turning complex findings into clear direction for senior leaders.\nExperience researching AI-powered, automation-heavy, CRM, marketing technology, platform or SMB software experiences is highly valuable. Experience using AI-powered tools for synthesis, analysis, documentation or workflow acceleration is expected.\nWhat You'll Do\nAlign Product, Design, Engineering, Data and Product Marketing leaders on a shared research agenda so teams invest in the highest-impact questions instead of running competing studies\n\nConnect customer evidence across research, product analytics, Product Marketing and customer-facing teams into one shared view of customer needs and opportunities\n\nLead foundational research, including segmentation, jobs-to-be-done, customer journeys and agency and SMB operating models, that informs company and portfolio strategy\n\nBuild and run Voice of the Customer programs that synthesize NPS, CSAT, support themes, sales feedback, customer councils and behavioral data into recurring, decision-ready insight\n\nPersonally lead high-stakes, mixed-methods studies from problem framing through synthesis, recommendation and follow-through\n\nScale research across teams by training designers and product managers, providing guardrails, templates and study reviews, and keeping democratized research rigorous\n\nCoach and develop the researchers on your team, setting clear expectations for craft, influence and impact\n\nKeep HighLevel executives informed through regular, concise readouts on customer insight, emerging risks and opportunities\n\nTrack insights through to roadmap decisions and shipped changes, and report the impact research has on product and business outcomes\n\nUse AI-powered tools thoughtfully to accelerate synthesis and analysis while protecting research quality, privacy and customer trust\n\nCollaborate effectively across US and India time zones in a 100% remote environment\n\nBuild and scale a high-performing UX Research team, owning talent capability, leadership pipeline, team structure, performance and career development standards, and resource allocation to meet evolving product and business priorities\n\nWhat We Are Looking For\n12+ years of relevant UX research, product research or mixed-methods research experience, including 5+ years leading researchers or research programs\n\nProven experience leading research in complex B2B SaaS, platform or multi-product environments\n\nA strong body of work that demonstrates research strategy, methodological judgment, clear synthesis and measurable influence on product and business outcomes\n\nExpert command of qualitative and quantitative methods, including interviews, field research, usability testing, survey design, segmentation, concept testing and longitudinal research\n\nDemonstrated experience leading foundational research that changed product roadmaps or company strategy, not only feature-level decisions\n\nExperience building Voice of the Customer programs and enabling non-researchers to conduct sound research through training, standards and review\n\nStrong understanding of research design, sampling, statistical concepts and the tradeoffs behind different levels of research confidence\n\nProven ability to align Product, Design, Engineering, Data, Product Marketing and executive leaders around shared customer evidence\n\nExcellent executive communication, with experience briefing senior executives clearly and concisely\n\nFluency with modern research tools such as UserTesting, Dovetail or similar platforms, along with AI-assisted analysis and synthesis workflows\n\nHow You Work\nYou bring rigor to ambiguity without slowing teams down unnecessarily\n\nYou know when more research is needed and when the team has enough evidence to move forward\n\nYou create outsized impact from a small team by choosing the right problems and multiplying the research capability of others\n\nYou move comfortably between company strategy, customer insight, business outcomes and hands-on research execution\n\nYou build trust through warmth, candor, accountability, direct feedback and respect for your teammates as people\n\nYou enjoy collaborating across time zones and cultural contexts, including with US- and India-based teammates\n\nYou communicate in ways that help distributed teams work with clarity, care, trust and momentum\n\nYou advocate for accessibility, inclusion, ethical research and AI experiences that remain aligned with customer goals","description_format":"text","description_chars":7025,"description_truncated":false,"requirements":{"experience_years_min":12,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["CRM Software","Marketing Automation","Website Builders"],"lifecycle":[{"event":"open","at":"2026-10-12T18:21:35Z"}],"visa":[],"liveness":{"score":63,"band":"ok","label":"Likely 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