Senior Manager, UX

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GoTo

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2000

☁️ SaaS

📡 Telecommunications

🏢 Enterprise

💰 Seed Round on 2013-11

SaaS • Telecommunications • Enterprise

GoTo is a company offering all-in-one business communication and remote IT management solutions. Their product lineup includes GoTo Connect, an all-in-one communication platform providing features like cloud-based phone systems, digital channels, and AI-powered contact centers designed to improve customer experiences. Additionally, GoTo offers IT management and support services like remote access, mobile device management, and IT asset management to enhance enterprise productivity and security. They cater to various industries, such as healthcare, legal, education, and professional services, ensuring seamless communication and IT support from any location on any device.

📋 Description

• You will provide strategic leadership and mentorship to our international, diverse user experience team, composed of on-site and remote members. • Your influence will reach millions of customers worldwide as you help create seamless, accessible solutions across the GoTo Connect portfolio, with a particular focus on business verticals and mobile applications. • You will play a key role within the Product–Engineering–UX trio, applying user-centered and AI-driven design principles while ensuring intuitive, high-quality user experiences that support both customer and business objectives. • Throughout the product development lifecycle, and as a mentor, you will help build and nurture a best-in-class UX team dedicated to improving our customers’ lives. • As a member of our UX leadership team, you will play an essential role in improving processes that advance the entire organization and optimize our impact. • Collaborate with Product, Engineering, and UX leadership to define product strategy, contribute to roadmap development, and drive UX deliverables. • Lead with a customer-centric, AI-focused approach in partnership with cross-functional stakeholders within the trios and beyond. • Work with the UX leadership team to allocate staff to initiatives to ensure success and deliver meaningful outcomes for customers and the business on time. • Actively coach the team and continuously elevate UX skills and maturity across the organization. • Proactively build and maintain positive relationships and effective collaboration with cross-functional partners and the UX team across the organization. • Build a high-performing team: develop members’ skills, determine resourcing needs, hire, and retain top talent.

🎯 Requirements

• Minimum of 8–10 years of experience in user experience and in the industry, including management and leadership of UX teams in optimized, agile, user-focused SaaS environments. • Proven experience solving complex UX challenges and delivering end-to-end, user-centered experiences that drive business results. • Proven track record collaborating strategically with Product and Engineering leadership to promote and evaluate outcomes for customers and the business. • Experience leveraging analytics and data to guide strategic decisions, and to measure and demonstrate the impact of UX on business outcomes and user satisfaction. • Experience defining outcomes and success metrics, using leading indicators to inform strategic decision-making, and communicating UX as a strategic, business-driving discipline. • Experience and enthusiasm for using AI in the product design and development process. • Demonstrated success managing hybrid and remote teams by cultivating a collaborative culture based on trust, transparency, growth, empowerment, and accountability. • Established methods and a track record of success managing consumer-facing mobile and desktop products targeted at small and medium-sized businesses. • Recognized ability to define, develop, innovate, and gain cross-functional buy-in for changes that prioritize the user, adopt AI-driven approaches, and improve efficiency and productivity. • Track record of rapid experimentation, continuous customer feedback, and data-driven decision making. • Proven experience delivering results within a multidisciplinary UX team—including UX design and research, content design, and design systems—and working with User Research (UXR) and UX Personalization (UXC) specialists. • Demonstrated ability to communicate risks, insights, data, and outcomes through persuasive storytelling to influence stakeholders, drive action, and acknowledge progress and results. • Experience making data-informed decisions, implementing metric-driven improvements, and creating compelling mobile experiences.

🏖️ Benefits

• Comprehensive health benefits, life and disability insurance, and fertility and family-building programs. • Generous paid time off and vacation, volunteer time off, quarterly personal wellness days, and meeting-free days. • Tuition reimbursement and reading reimbursement programs to support continuous learning and professional development. • Thrive Global wellness program, confidential Employee Assistance Program (EAP), and one-on-one wellness coaching. • Employee programs—including Employee Resource Groups (ERGs), the "GoTo Gives Back" program, and our charitable donation-matching program—that expand your social network and amplify the impact of your contributions. • A Registered Retirement Savings Plan (RRSP) to help you plan for the future. • Gym reimbursement programs to support your physical wellness. • Access to telemedicine services for convenient healthcare. • GoTo performance bonus program to celebrate your engagement and contributions. • A monthly remote work allowance to cover home-office expenses.