Who’ll You Be Joining:

We are looking for a Beta Program Research Manager that will manage our customer field trials to permanently join our in-house Research and Strategic Insights team at ecobee.

In this role, you will manage, build, and execute the beta programs to validate the customer experience during the product development cycle. You will work with end customers and internal teams across product management, user research, user experience, engineering, and customer support to develop the strategy and execute programs that confirm, from a customer perspective, our product/service is ready to launch.

You will track, provide status updates, and drive issues to resolution. Cross-team coordination, project management, and a strong interest in smart home products and services are essential.

How You’ll Make an Impact:

Program management:

• Manage and scale the beta program (customer field trials) for new products and feature releases
• Design test goals and assignments for participants and identify how many testing cycles or stages are required to reach desired customer validation goals
• Partner with the product management and UX design team to identify target user behaviours and define success metrics
• Identify opportunities and put processes and tools in place to improve the effectiveness of collecting, analyzing, and sharing feedback during our beta testing cycles
• Lay the groundwork for internal customer support processes at product launch

Progress tracking and reporting:

• Track usage analytics and manage feedback submitted by users to identify trends
• Generate reports of participant inputs and submit them to product managers and UX design team for further analysis
• Diagnose product pain points; conduct basic data analysis to identify the most important features and processes that need to be addressed

Recruitment and participant onboarding

• Work with the product team and product marketing team to identify target customers for real-world product testing
• Recruit and screen program participants and organize onboarding
• Coordinate shipping, delivery and returns of hardware products to program participants, and overcome logistical hurdles as they arise

Communication and community management

• Provide direct support to customer field trial program participants through accurate and detailed support practices and troubleshooting skills
• Build, maintain, and keep our community of testers engaged, so we may solicit their feedback regularly

What You’ll Bring to the Table:

• Relevant experience in research (for example, any of consumer research, insights, user research, etc), project management, and/or customer service
• An educational background in a quantitative, analytical, or research-oriented field such as Market Research, Sociology, Psychology, etc.
• Experience managing collaborative customer-facing programs
• Experience working with various stakeholder teams (product, research, user experience, engineering, marketing)
• High level of written and verbal communication skills to interact with customers in-person and digitally
• Experience running and meeting shifting deadlines for multiple projects at the same time
• Impeccable organization skills with attention to detail
• Strong project and time management skills
• Experience working in an Agile product development environment
• Self-starter with a high level of ownership and autonomy
• Self-motivated and capable of working independently
• An interest in smart home technologies or consumer electronics
• Experience with the following platforms will be helpful: Recollective, MailChimp, Confluence, SharePoint/Microsoft, Asana
• Just so you know: The hired candidate will be required to complete a background check

What happens after you apply:

• Application review. It will happen by actual person in Talent Acquisition. We get upwards of 100+ applications for some roles, it can take a few days, but every applicant can expect a note regarding their application status.
• Interview Process:

• • A 30-minute phone call with a member in Talent Acquisition.
  • A first round virtual interview with the Hiring Manager – expect: technical, behavioural, and situational questions.
  • In the next round you will meet the team - expect technical, behavioural and situational questions.
  • If your first two round interview goes well, you can expect a take home case study, which you get a week to work on – you'll then come in virtually to present your solution to a cross-functional group of ecopeeps.