Director, User Research

Copart Inc. 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 750000 buyers in over 190 countries. We believe in providing an unmatched experience every day and everywhere driven by our people processes and technology.

DirectorUser Research

Location: San Francisco CA (in office)

Reports to: Chief Innovation Officer

Classification: Full-Time

Travel: To operating locations Dallas headquarters and customers as needed

About Copart

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.

The Opportunity

The Director User Research will lead the strategy and practice for understanding customer and user needs across Coparts 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. The role will ensure that product decisions are grounded in a deep understanding of user behaviors motivations pain points and unmet needs.

This individual will partner closely with Product Management Design Engineering Data Operations Marketing and other business teams to translate research findings into actionable insights and measurable improvements.

What You Will Do

Set the User Research Strategy

• Introduce the User Research practice to Copart defining and communicating the teams 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

• Lead and oversee research across the product lifecycle through development launch measurement and continuous improvement.

• Develop customer journey maps personas behavioral insights and other research frameworks that help teams understand their users.

• Identify patterns across research findings customer feedback product analytics and operational insights.

Deliver and Optimize Products

• Apply appropriate research methodologies based on business questions product maturity and user population.

• 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

• Communicate 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 orgs top priorities.

What You Bring

• 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 Coparts San Francisco office and travel to operating locations Dallas headquarters and customers as needed.

How Success Will Be Measured

• A clear User Research strategy operating model and roadmap are established.

• Increase the use of customer and user insights in product strategy and prioritization.

• Create consistent research practices across the product organization while improving Product teams access to research findings and existing customer knowledge.

• Enabling Product Technology Data Operations and business leadership to have a bigger and better impact on key customer outcomes and business objectives.

Pay $230000 - $290000 annually

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.

E-Verify Program Participant: Copart participates in the Department of Homeland Security U.S. Citizenship and Immigration Services E-Verify program (For U.S. applicants and employees only). Please click below to learn more about the E-Verify program:

Required Experience:

Director