UX Research Manager, Customer Engagement, Google Ads

At Google, we "Focus on the user and all else will follow." As a UX Research Manager, you will help define and drive the future of Google design by clarifying strategy and conceptualizing UX ecosystems. You are an expert researcher, a visionary leader, and a fierce advocate for both users and your team.

You will be responsible for guiding the careers of your team members, helping them realize their full potential, and inspiring forward-thinking design. You are an expert in qualitative research methods—such as field studies, interviews, and diary studies—to shape product development and influence overall strategy. In this role, you will understand both the execution and business aspects of our products, collaborating with leaders across UX, Engineering, and Product Management to create innovative experiences, leveraging your passion for brand, craft, and design quality.

Cases Platform powers high-touch customer support resolution for Google representatives and agents globally across Google Ads, YouTube, Play, and Cloud. As our ecosystem transitions toward intelligent agent workflows, the Support Platform UX team is redefining how human agents and AI systems collaborate to resolve complex customer issues.

As the UX Research Manager for Cases Platform in Hyderabad, you will lead a dedicated team of UX researchers driving the insights behind this transformation. You will establish a user-centered direection for pivotal AI initiatives, partner with cross-functional leadership across global sites, and ensure our products demonstrably reduce workflow complexity and cognitive load.

Google Ads is at the forefront of AI innovation, applying cutting-edge machine learning and Generative AI models like Gemini to power a multi-billion dollar global business.

Our work directly impacts billions of users by protecting users from harm, improving ad quality, and optimizing campaigns for advertiser return-on-investment. We foster a culture of deep collaboration, partnering closely with teams like Google Research and DeepMind to solve complex challenges. Join us to work on state-of-the-art AI, take on problems at an unparalleled scale, and build the next generation of advertising technology.

Responsibilities

• Manage, mentor, and foster the professional growth of a multi-disciplinary team of UX researchers.
• Define and drive the multi-year user research roadmap for Cases Platform, aligning studies directly with product and engineering planning cycles.
• Partner with Product Management, Engineering, and UX Design leadership to shape the strategic direction of AI-assisted support workflows.
• Oversee end-to-end research programs combining exploratory user interviews, usability testing, survey metrics, and behavioral log analysis.
• Translate user behavioral findings into clear product requirements, usability frameworks, and executive share-outs to inform strategic decisions.

Minimum qualifications:

• Bachelor’s degree or equivalent practical experience.
• 8 years of experience in an applied research setting, or similar.
• 3 years of experience leading design projects and managing people or teams.

Preferred qualifications:

• Master's degree or PhD in Human-Computer Interaction, Cognitive Science, Statistics, Psychology, Anthropology, or a related field.
• 7 years of experience working with executive leadership (e.g., Director level and above).
• 5 years of experience managing projects, and working in a large, matrixed organization.
• Experience establishing research road maps and influencing technical product strategy in a distributed, global organization.
• Experience evaluating Generative AI, conversational interfaces, or machine learning-driven workflows.