Lead strategic and tactical user research across the customer journey, combining qualitative and quantitative methods to inform product and marketing decisions. Design and run concept tests, usability studies, and post-launch research. Translate findings into actionable insights, coach designers and non-researchers to run research, and embed user-centered practices across product teams to improve customer experiences.

Manage quality controls and seller audits for refurbished electronics, run an Innovation Lab showcasing refurbishment expertise, lead factory visits and mystery orders, advise sellers on processes and tooling, build seller knowledge networks and component/software catalogs, and support Seller Success Managers with actionable improvement plans to raise technical and aesthetic quality.