User research Manager

Hi, we’re Back Market. We’re here to help make tech reliable, affordable, and better than new. We are a global marketplace for refurbished devices, helping lower our collective environmental impact by providing trustworthy, affordable tech with 92% less carbon emissions than new. Our mission is simple: to do more with what we already have.

About the role: We are seeking a Senior User Research Manager to join our small but high impact User Research function that is at the forefront of ensuring our offering resonates with both consumers and sellers, and is aligned with market trends. You will be responsible for line management of two senior user researchers and also act as an individual contributor on our Seller Scope. Over 1,700 professional sellers and refurbishers rely on our platform daily to grow and run a successful business. Your insights will be pivotal in shaping every stage of our product development lifecycle—from guiding new product strategy to refining designs and optimizing for post-launch success for our Sellers.

YOUR MISSION (IF YOU ACCEPT IT):

• Research Leadership: You will be responsible for managing a small but high-performing team of 2 user researchers working across the Customer Journey and Customer Care spaces, helping them grow their research skills, ensuring they produce high-quality research outputs and fostering a culture of curiosity and innovation.
• Research Execution: Expect to get your hands dirty and get involved in the detail of designing and executing qual/quant research studies on our Seller Scope. You will understand the subtleties and complexities of running B2B research, leverage data from multiple sources to understand user behaviours, motivations, and pain points; distill complex findings into clear, compelling narratives for stakeholders at all levels, and collaborate with cross-functional teams to integrate user research findings into product development and business strategies.

YOU ARE IN THE RIGHT PLACE IF:

• You have 5+ years of experience in User Research or an adjacent field, and at least 2 years of experience in line management and mentorship of senior researchers.
• You have lots of experience of leading qualitative and quantitative research studies from start to finish, using methodologies including user testing, surveys, focus groups, and statistical analysis techniques.
• You have solid experience in designing and executing research projects to inform product and marketing decisions.
• You have excellent communication skills and empathy, enabling you to effectively share insights and advocate for users.
• You possess a balance of technical research skills, business acumen, stakeholder management and communication skills.
• You are a team player who enjoys bringing others along in the research journey and encouraging a user-centric mindset across the business.
• You thrive in dynamic environments where opportunities are endless and time/resources are constrained.
• Experience of the challenges and effective techniques for gathering data and insights in a B2B or B2B2C context is essential; marketplace experience is a plus.

WHY SHOULD YOU JOIN US?

At Back Market, we’re committed to hiring and supporting diverse teams of people from all backgrounds, experiences, and perspectives. No matter your role and seniority level, you’ll enjoy impact-driven work with hands-on career development in an innovative, driven, and fast-paced environment — with benefits to match, like:

• A mission driven work environment where your day to day makes an impact on the planet.
• Hybrid work environment, with 2 remote days a week and 1 remote work week per quarter, plus 3 flex days.
• Employee Resource Groups, including mentorship programs, comprehensive accessibility policies, and cultural competency training.

At Back Market, we strive to create a workplace that embodies the world we’re trying to change. We encourage you to apply for a role even if you think you may not have all the qualifications. If reasonable accommodations are needed for the interview process, please do not hesitate to discuss this with the Talent Acquisition Team.