Director, Research Services — Remote
About Pulse Labs
Pulse Labs, backed by Google and Amazon, is a leading UX research firm at the forefront of product development. Our mission is to deliver insightful, actionable feedback across every stage of the product lifecycle — from conception through launch and beyond — empowering top tech companies to build groundbreaking products across mobile, smart home, wearables, and automotive.
The Role
We are looking for a Director, Research Services to own and accelerate the growth of one of our core business units. This is a leadership role with real scope: you will set strategy, own key client relationships, and build the business models that take Pulse Labs from where we are today to where we are going. You will work with a focused team of Account Managers and Sales professionals, backed by a world-class delivery organization. Your job is to grow the business, not manage every study.
If you're an operator who thrives in ambiguous, fast-moving environments, has a track record of growing revenue, and wants to do it at a company with exceptional market positioning and momentum, this role may be for you.
Responsibilities
Business & P&L Leadership
- Drive performance of the Research Services business unit, including revenue tracking, forecasting, and margin management in partnership with leadership.
- Set and communicate a compelling vision for the business unit: one that aligns with company goals and responds to how the UX research landscape is evolving.
- Develop and execute go-to-market strategies that drive profitable growth at scale, with an emphasis on repeatable, product-led solutions over one-off engagements.
- Partner with executive leadership on pricing, resource planning, and growth investments; provide regular visibility into performance trends and risks.
Client & Revenue Growth
- Serve as a trusted strategic advisor to our most important clients, owning the relationship at a senior level and acting as the point of escalation when it matters.
- Drive new client acquisition and expand revenue within existing accounts through renewals, upsells, and cross-sell opportunities.
- Guide Account Managers and Sales staff on long-term account strategy and how to unlock value for clients at the intersection of UX research and AI.
Strategy & Delivery Oversight
- Translate client needs into compelling research solutions and service offerings, finding the creative approach that serves both the client and the business.
- Partner closely with the Director of Enterprise Services to ensure studies are scoped, staffed, and delivered to a high standard. Delivery is owned by a dedicated Enterprise Services team, which means you stay focused on growth.
- Identify emerging trends and opportunities in the UX research space, and position Pulse Labs to capitalize on them ahead of the market.
Team Leadership
- Lead and develop a focused team of Account Managers and Sales professionals within Research Services.
- Set clear performance expectations, build a culture of ownership and continuous improvement, and make the team better over time.
- Partner cross-functionally with Product, Engineering, Design, and Enterprise Services to build integrated solutions.
What Success Looks Like
In your first 90 days, you will have a deep command of our key accounts, our P&L, and the competitive landscape. You will have identified the 2–3 biggest growth levers and started building plans around them.
By the end of year one, you will have measurably grown revenue in the business unit, deepened at least one or two anchor client relationships, and put in place the systems and team habits that will make growth sustainable.
Who You Are
- You understand the key drivers of a services business, including revenue, margin, and client satisfaction.
- You are a natural relationship builder. Clients trust you, and you know how to turn a satisfied client into a growing one.
- You thrive with autonomy while still working collaboratively within the constraints of the business.
- You are curious about where UX research and AI are heading, and energized by the idea of being at the forefront of that shift.
Basic Qualifications
- Bachelor's degree in Business, Finance, Economics, Operations, or equivalent experience.
- 8+ years in general management, operations, or professional services leadership.
- Demonstrated ownership of P&L, budgets, and revenue forecasting.
- Strong background in client services, account management, or professional services.
- Proven track record of driving revenue growth while maintaining quality and margin.
- Exceptional communication skills and executive presence.
Preferred Qualifications
- Experience closing new clients at Fortune 500 companies.
- Background in UX research, market research, or software development services.
- Experience scaling a business or business unit through a high-growth phase.
- MBA or relevant graduate degree.
- International markets experience.