Senior Manager, Global Insight & Customer Experience

Senior Manager, Global Insights & Customer Experience

HME has been creating innovative products for the drive-thru and pro-audio industries since 1971. From the very beginning, we've known these solutions would never have happened without the customer-focused people who make up our company. HME has a team environment with a culture of collaboration, learning, and growth. With subsidiaries located in California, Missouri, Canada, UK, India, and China, companies around the world depend on HME for clear, reliable communication solutions. From setting the standard for drive-thru headsets and timer systems in the quick service restaurant (QSR) industry to developing professional audio equipment used in the Olympic Games, HME strives to create the newest, most innovative products on the market while providing quality care and attention to its customers. At HME you will have the opportunity to learn and grow while developing our future products. Come join our team!

What you will do in the position:

Voice of Customer & Customer Research

Builds and runs HME's voice of customer program across QSR brands, franchisees, operators, and crew, using advisory boards, interviews, surveys, site visits, and structured feedback channels. Leads brand and franchisee research on buying decisions, upgrade barriers, operational priorities, and total cost of ownership, producing insight briefs that inform product and commercial decisions. Runs win/loss analysis and shares findings with Product Management, Sales, and leadership.

Global Markets & Competitive Intelligence

Maintains a portfolio-wide view of the global QSR technology market, covering competitors, new entrants, technology trends, and brand technology strategies. Continuously tracks competitor pricing, packaging, and commercial models (hardware, subscription, service) across HME's global markets and maintains a current competitive pricing benchmark. Leads market research across HME's global markets, covering market sizing, brand requirements, regional QSR formats, regulatory and certification requirements, and competitive positioning. Partners with International Sales to engage international brands, franchise groups, and distributors on product direction and market needs. Supports International Sales with go-to-market through the HME / distributor / brand or franchisee model, including distributor enablement and positioning, market-specific product and pricing recommendations, launch readiness, and adoption tracking. Represents the international perspective in product and roadmap reviews so that global requirements are considered from the start of product decisions. Maintains HME's map of the customer technology ecosystem (POS, KDS, ordering, payments) to inform partner and integration decisions.

Customer Journey, Personas & CX Standards

Owns HME's customer journey maps, persona library, and customer experience standards, ensuring they are applied consistently in product definition. Partners with the Product Management function on experience-led design.

Pricing & Commercial Analysis

Provides pricing, margin, and willingness-to-pay analysis, drawing on the competitive pricing benchmark and ROI evidence, including for hardware kit and pricing updates, to support pricing decisions within the Product Management function.

Product Marketing, Go-to-Market & Sales Enablement

Leads product marketing, including market narrative, positioning, buyer journey, sales enablement content, and ROI tools. Owns the Sales and Corporate Accounts training program for new products and releases, using technical content from product teams. Partners with Marketing on launch plans, campaigns, customer references, and case studies.

Field Testing & Validation

Oversees the field test program, brand approval coordination, and launch-readiness validation in the field. Oversees the end-to-end sales-to-install process so that field and installation learnings improve the overall customer and installer experience. Ensures findings from the field, Sales, and customers reach the Product Management function as structured input for the backlog and roadmap.

Operating Standards & Team Leadership

Sets research standards, insight cadence, templates, and tools so that insight feeds roadmap and investment decisions consistently. Leads, develops, and manages a team covering product marketing, global markets, and field testing and validation.

What you will need to succeed:

10+ years of progressive experience in customer insights, customer experience, market research, competitive intelligence, product marketing, product management, or a related discipline within a B2B technology environment, including 3+ years of leadership experience. Demonstrated experience developing and leading customer insights, Voice of Customer, or customer experience programs, including journey mapping and customer experience measurement. Strong knowledge of qualitative and quantitative research methodologies, including customer interviews, surveys, field research, segmentation, and pricing research. Experience conducting competitive and market analysis, including competitive intelligence, pricing analysis, and win/loss research. Strong analytical and business acumen, including experience with pricing, margin, ROI, and customer experience measures such as NPS and CSAT. Proven ability to translate customer, market, and competitive insights into actionable recommendations for product, commercial, and executive stakeholders. Demonstrated ability to influence and collaborate across Product Management, Sales, Marketing, Engineering, and other cross-functional teams. Experience developing relationships with customers, channel partners, distributors, and other external stakeholders. Experience within QSR, hospitality, retail, or other multi-site operating environments; franchise business model experience preferred. International business experience, including market research, channel or distributor engagement, and go-to-market activities across multiple regions. Bachelor's degree in Business, Marketing, Economics, Engineering, or a related field; advanced degree preferred. Position is based at the Carlsbad corporate office and requires approximately 3040% domestic and international travel. The posted pay range, $127,700 - $170,200 USD, is what we reasonably expect to pay for the role. This may vary depending on experience and other factors. Our benefits package includes tuition reimbursement; 3 weeks paid vacation your first year, paid holidays, medical, vision, and dental coverage, pet insurance, life insurance, and 401K contributions. The physical demands and work environment described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The employee will occasionally lift and move up to 10 pounds, 50 pounds with assistance.