Responsibilities

• own the end-to-end carrier research function for Relay Marketing, setting the strategic research roadmap and ensuring the team produces insights that directly influence product marketing decisions, carrier communications, and experience improvements.
• build and evolve VOC collection methodologies across multiple channels, ensuring we capture signal from carriers of all sizes and engagement levels.
• establish frameworks for synthesizing qualitative and quantitative carrier feedback into actionable themes, and create mechanisms to close the loop — ensuring carriers see their feedback reflected in product and experience changes.
• partner closely with Product, Product Marketing, and Design teams to embed carrier insights into roadmap planning, launch strategies, and messaging development.
• lead the Marketing Operations function, ensuring the team has the systems, processes, and tooling needed to plan, execute, measure, and optimize marketing programs efficiently.
• overseeing campaign operations, marketing technology stack management, audience segmentation and targeting infrastructure, and performance measurement frameworks.
• drive operational maturity across the marketing organization, establishing scalable workflows, SLAs, and quality standards that enable the team to move faster without sacrificing precision.
• identify automation opportunities and build the business case for tooling investments that unlock capacity and improve outcomes.
• hire, develop, and retain a high-performing team of researchers and operations managers, fostering a culture of curiosity, ownership, and continuous improvement.
• set clear goals and expectations, provide regular coaching and feedback, and create development paths that grow individual contributors into future leaders.

Requirements

• Experience building, executing and scaling cross-functional marketing programs
• Experience understanding needs of business and end customers and translating them into right solutions
• 8+ years of experience in UX research, marketing operations, or a related field, with at least 4 years in a people management role leading teams of 6+

Preferred

• Experience in transportation or supply chain
• Experience in management with demonstrated leadership skills and proven ability to take on and create new assignments
• Experience with the full range of research methods: qualitative and quantitative, attitudinal and behavioral, with deep expertise in one or more areas
• Experience producing executive-level written materials and presenting to executive audiences
• Experience recruiting and developing high performing teams that deliver outsized results

Benefits

• comprehensive benefits including health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance and option for Supplemental life plans, EAP, Mental Health Support, Medical Advice Line, Flexible Spending Accounts, Adoption and Surrogacy Reimbursement coverage)
• 401(k) matching
• paid time off
• parential leave