Customer experience manager Jobs in Berkeley, CA

Senior Manager, User Experience Research

Oakland, California, United States

The Role

As Senior Manager, User Experience Research, you'll lead Everlaw's user research function as a strategic player-coach, uncover foundational insights, bring clarity to complex problems and shape the future of our AI-powered litigation platform. You will partner with cross-functional leaders to focus research capacity on the highest-impact questions, personally lead strategic studies, and turn insights into compelling narratives that influence product strategy and priorities. In this role, you will build a durable understanding of our customers, elevate research craft, scale the practice through thoughtful democratization and AI-enabled tools, and develop researchers to do their best work.

This is a full-time, exempt position based in our Oakland, CA office with a hybrid work schedule: in office M/W/Th with the option to work from home on Tu/Fr.

How We're Different

• Built for the AI Era: Everlaw has been committed to AI-assisted workflows for over a decade with tools like predictive coding, document clustering, and ML translation. We've continued this leadership into the generative AI era, with best-in-class AI features like deep dive and coding suggestions built with principled design, rigorous controls, and deep workflow expertise. We don't layer AI onto legal work - we architect intelligent, trustworthy systems grounded in enduring trust.
• Pursue truth while finding yours: We pursue truth for our customers and our employees alike. With a generous L&D budget, clearly codified norms, and a commitment to long-term thinking, integrity and discipline, we create an environment where careers grow with intention and purpose.
• Design at the core: Design is embedded in product strategy and company direction. Our open, vibrant culture fosters strong belongingness and DEIB scores as reflected in team engagement surveys. We firmly believe that happy people make happy products.
• Thoughtful onboarding: From day one, our structured onboarding program integrates you into our product, processes, team, and goals, setting you up to contribute thoughtfully and quickly.
• Impact that matters: Through Everlaw for Good, we offer our technology free or at heavily discounted rates to journalists, nonprofits, and pro bono attorneys to advance equitable access to justice beyond the boundaries of business.

What You'll Do

• Set the user research strategy and quarterly roadmap, translating business and product priorities into focused, high-impact research initiatives.
• Drive impact through storytelling by synthesizing complex research findings into compelling narratives and durable artifacts that create shared understanding, build conviction, shape product strategy and drive decisions.
• Personally lead strategic, highly ambiguous research projects, particularly around how legal professionals evaluate, interact with, and build trust in AI workflows.
• Manage a small, high-performing team, creating clarity around roles, expectations, and impact while reinforcing strong performance, research quality, and team accountability.
• Set a high bar for rigorous research, thoughtful critique, curiosity, and customer empathy. Help the team apply the right qualitative or quantitative method for the decisions at hand.
• Partner closely with leadership across Product, Engineering, Marketing, and Data Science to bring customer evidence into key decision-making processes.
• Scale the impact of the research function by building self-service frameworks, AI-enabled tools, and operational systems that empower product teams while preserving rigor for critical questions.

About You

• You have at least 8 years of user research experience, with a track record of shaping product strategy for complex B2B SaaS, enterprise, data-heavy, or regulated products.
• You've demonstrated the ability to elevate research practice and mentor researchers, with experience leading or managing research team members.
• You bring deep expertise in mixed-methods research, seamlessly combining qualitative discovery, quantitative methods, and product analytics to answer complex questions.
• You've exceptional synthesis and storytelling skills, turning complex data into compelling narratives that build conviction and influence executive decisions.
• You are skilled at translating complex business problems into structured research plans and bringing cross-functional partners along to shared understanding.
• You apply strong judgment and prioritization across competing initiatives, with excellent communication skills that let you influence, align, and inspire across functions.
• You're comfortable operating in ambiguity and helping teams navigate it with clarity and purpose.
• You bring a portfolio or body of work showing how your research shaped product outcomes, including durable artifacts like personas, journey maps, empathy maps etc
• You are authorized to work in the United States without restrictions. Please note that at this time, Everlaw is not sponsoring F-1 visas, including OPT, for this role.

Think you're missing some of the skills and are hesitant to apply? We do not believe in the 'perfect' candidate and encourage you to apply if you feel you can bring value to our team. We often revisit candidates who may have applied for a different role if something comes up that's a better fit.

The Team Product Design

At Everlaw, our mission is to promote justice by illuminating truth. We help legal teams across law firms, government agencies, corporations, and nonprofits sift through millions of documents to uncover critical evidence in high-stakes litigation and investigations. The Product Design team, which includes User Research, is at the forefront of this mission - deepening our understanding of users and translating that understanding into experiences that are intuitive, powerful, and distinctly human.

As AI redefines legal work, deeply understanding our users is not optional - it is foundational. We study how people build trust in, collaborate with, and make decisions alongside AI, grounding product strategy in their workflows and high-stakes needs. That understanding helps us design systems that are intuitive, trustworthy, and defensible.

Total Rewards & Benefits

The expected salary range for this role is $195,000$246,000. Final salary depends on factors including the candidate's experience and skills, and the base pay range is subject to change. This role is also eligible for equity and the benefits below.

Health & well-being

• Comprehensive medical, dental, and vision coverage
• Flexible Spending Accounts for health and dependent care expenses
• Membership to Modern Health to support mental health and wellness
• Paid parental leave
• Company-sponsored life and disability insurance

Financial rewards

• Competitive equity grants, so you share in Everlaw's long-term growth
• 401(k) plan with company matching of up to 4% of eligible annual compensation

Growth & everyday perks

• 17 paid vacation days, 11 federal holidays, and paid sick leave
• Four "Everlawlidays" (additional paid company-wide days off) per year
• Annual allocation for learning & development and relevant professional membership dues
• Hybrid work with regular work-from-home days and flexibility for life's logistics
• Monthly home internet reimbursement, plus a stipend for your desk setup
• Catered lunch each workday, plus snacks and company-wide events in our offices

About Everlaw

When a lawsuit or investigation happens, teams must comb through vast amounts of electronic evidence emails, documents, chats, files to find what matters. That work is not a side task but the case itself, and where most of the time and money in litigation goes. Everlaw is the litigation and investigation management platform changing that, using AI to turn mountains of messy data into the handful of facts that win or lose a case, compressing weeks of work into hours.

We're the kind of place that's ranked #1 on G2 in our category and named a Great Place to Work by our own team. So if you want a front row seat to an industry in transformation, career-defining work you'll be proud to tell people about, and real upside at a company in control of its own destiny, we'd love to get to know you.

• #LI-KP1
• #LI-Hybrid

About Everlaw

At Everlaw, you'll shape how AI re-wires the legal industry, at a category-leading business built on a mission to illuminate the truth.

Everlaw is an equal opportunity employer. We pride ourselves on having a diverse workforce and we do not discriminate against any employee