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About the Role

The Director, User Research will lead the strategy and practice for understanding customer and user needs across Copart's digital products and experiences. This leader will establish a scalable research capability that brings the voice of the Member, seller, employee, and other users directly into product strategy, discovery, design, and prioritization.

Responsibilities

Set the User Research Strategy, defining and communicating the team’s vision, purpose and measurable outcomes.
Build a deep understanding of user behaviors, motivations, pain points, and purchasing journeys through research, analytics, experimentation, and direct feedback.
Identify the highest-value research opportunities based on product priorities, customer needs, business impact, and strategic importance.
Ensure research is incorporated early in product strategy, discovery, concept development, and prioritization.
Develop frameworks for transforming customer observations and feedback into actionable product opportunities.
Own the User Research Experience, leading and overseeing research across the product lifecycle.
Develop customer journey maps, personas, behavioral insights, and other research frameworks.
Identify patterns across research findings, customer feedback, product analytics, and operational insights.
Deliver and Optimize Products by applying appropriate research methodologies.
Establish processes for research planning, participant recruitment, documentation, synthesis, and sharing.
Ensure research practices are scalable, reliable, secure, accessible, and supportable.
Translate research findings into clear insights, opportunities, and recommendations for Product and Business Leaders.
Combine qualitative research with behavioral and product data to develop a more complete understanding of users.
Partner with Data and Analytics teams to connect user sentiment and behavior to measurable product outcomes.
Establish mechanisms for tracking recurring customer pain points and emerging needs over time.
Evaluate the impact of product changes on customer experience and behavior.
Lead Across the Organization by communicating performance, decisions, risks, recommendations, and learnings clearly to senior leadership.
Help teams translate research insights into clear product requirements and priorities.
Lead, coach, and develop User Researchers and related customer insight professionals.
Build a scalable process to enable a lean team to work across the org’s top priorities.

Requirements

8+ years of experience in user research, UX research, customer insights, product management, or related disciplines, with significant experience supporting digital products.
Experience leading research programs that have influenced product strategy and measurable customer or business outcomes.
Demonstrated ability to synthesize complex research into clear, actionable recommendations.
Experience partnering closely with Product Management, Engineering, Design, Data, Analytics, Operations, and other business stakeholders.
Clear, influential communication and sound judgment with senior technical and business leaders.
Ability to work from Copart’s San Francisco office and travel to operating locations, Dallas headquarters, and customers as needed.

Location

San Francisco, CA

Work Type

In office
Full-Time

Experience Level

8+ years

Salary/Compensations

$230,000 - $290,000

About the Company

Copart is a global leader in online vehicle auctions and automotive remarketing services.
We serve Members across multiple countries through a culture built on integrity, ownership, innovation, operational excellence, and results.
Copart, Inc. is a technology leader and the premier online vehicle auction platform globally, with over 200 facilities located across the world.
Copart links vehicle sellers to more than 750,000 buyers in over 190 countries.
We believe in providing an unmatched experience, every day and everywhere, driven by our people, processes, and technology.

Equal Opportunity

At Copart, we are focused on harnessing the power of diversity, inclusion, and collaboration. By embracing diverse perspectives, we open doors to innovation and unleash the full potential of our team. We are dedicated to fostering a workplace where everyone feels appreciated, included, and inspired to grow and contribute meaningfully.
Copart participates in the Department of Homeland Security U.S. Citizenship and Immigration Services' E-Verify program (For U.S. applicants and employees only).