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About Avalanche
Avalanche is transforming how we understand and move people to create a more fair and just world. We are fundamentally changing how public opinion research is done by delivering the deep qualitative insight associated with a focus group at the scale of polling. Avalanche provides progressive organizations with transformative insight to create breakthrough messaging that resonates, mobilizes, and wins. With the backing of leading investors including Higher Ground Labs , Luminate , and New Media Ventures , we are scaling on growth and success in 2021 to meet the demand for our insights from political and advocacy leaders, while expanding our offerings to support values aligned leaders in other sectors.
About the Role : The primary function of the Manager of Customer Insights is to ensure that customers get a ton of value from their insights on the Avalanche platform. This role will oversee the production and analysis of themes and insights in the platform, produce training and support materials to assist customers with their qualitative research, and liaise with customers and products to help translate customer needs into features and workflows that meet those needs. This is a management role on a growing team, with responsibility for people management and planning, as well as responsibilities as an individual contributor.
About You: You love qualitative data and analysis and enabling others to learn and grow their skills in this area. Refining processes, systems, and best practices to help teams, both internal and external, consistently unlock transformative insight through open-ended data is exciting. You enjoy making sense of data, exploring data, and presenting data in ways that support understanding and decision making, but you’re just as excited to share what you know as a coach and mentor. You understand Product Development and Customer Success and are excited to support both on the ground level, building cutting-edge technology. You want to help make the world a better place and believe that helping organizations and leaders understand and engage people in support of a more fair and just world is a great way to do that.
Responsibilities
Team Management : Hire, train and manage the in-house qualitative coding team
Customer Support : Support enterprise-level customers to maximize value through the product experience from onboarding and throughout the customer lifecycle
Create self-guided knowledge resources : for each stage of the qualitative research value chain, including research design, qualitative theme coding, and analysis
Represent the voice and perspective of the customer : Collaborate with Customer Success and Product to represent the perspective of the customer in feature design, especially as related to the analysis and interpretation of data
Process Design : Develop processes that systematize the onboarding, input, and analysis of customer data
Strategic Planning : Scoping client projects, allocating resources, and communicating expectations to stakeholders
Analysis : Manage and manipulate data files, categorize qualitative data using in-house tools, and perform qualitative and quantitative analysis
Qualifications
2+ years experience in qualitative research
Management experience leading and growing teams & collaborating across teams
Excel skills with strong fluency in format conversion and data manipulation
Applied and theoretical knowledge of qualitative research methods at a large scale
Applied and theoretical knowledge of the customer, employee, or public opinion research
Preliminary competency and a ton of curiosity about software development
Ability to prioritize and manage teams in a fast-paced environment
Excellent reading and comprehension skills in English
Compensation: The salary band for this position is $80,000 – $115,000 per year, commensurate with the level of experience and seniority.
We are committed to building a workplace that reflects the diversity of the communities we serve.
We especially encourage women, people of color, folks who identify as queer and others who are underrepresented in the technology or research field to apply.
We treat our employees like our most valuable asset – because they are!
Compensation is benchmarked to the upper range of companies in our sector, geography, and stage. We offer comprehensive healthcare benefits including life insurance, 401(k) or RRSP matching, perks like transit or parking passes, home office and fitness funds, bookclub, generous vacation and professional development policies to feed your insatiable curiosity!
Our team is remote. Definitely during COVID-19. Probably forever.
Apply from anywhere in Canada or the USA. You will be supported to ensure you have a comfortable remote work set up. In time, we will reopen offices in Vancouver, BC and Washington, DC and co-working hubs in select other locations. For some roles, we have a soft preference for candidates interested in relocation to hubs when the time is right.
Job Type: Full-time
Pay: $80,000.00 – $115,000.00 per year
