14 days old

User Experience Manager (remote)

Human Services Research Institute
Cambridge, MA 02140 Work Remotely
  • Job Code

Human Services Research Institute (HSRI) is seeking a User Experience Manager to join our growing software and analytics team, Verity Analytics. You will work closely and collaboratively with different research and policy teams across the organization to ensure that the software we develop is easy to use, satisfying to our customers, and consonant with our mission.

Who We Are

HSRI is a nonprofit, mission-driven organization with a 40-year track record of facilitating complex systems change. The data systems we develop give stakeholders the insights they need to assess and address disparities in human services, healthcare, and well-being, and to help produce meaningful outcomes across populations.

We are an equal opportunity employer. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. We believe that the more inclusive we are, the better our work will be, and we encourage people from all backgrounds to apply. This position can be remote or located at our Cambridge, Massachusetts office, which is accessible by public transportation.

What Were Looking For

The User Experience (UX) Manager plays an important role in ensuring that user experience is at the forefront of all software development and implementation, from the perspectives of feature development, training, and eventual operations. This position schedules and conducts user feedback sessions for identified feature sets and works closely with Product Managers/Project Leads and technical teams to maintain an inclusive and representative approach to incorporating user experience feedback into our products. The UX Manager also translates complex technical concepts into consumable testing and training materials for various audiences, provides such training, and follows up afterwards to offer direct support to users as appropriate. This may include addressing a difficulty directly or referring it to others.

A key responsibility of this position is to serve as the primary point of contact for internal and external software users. In this position, you have opportunity to design and implement a robust and responsive user support system that can adapt to the unique needs of the human services data-intensive applications we create and their diverse user bases. You will use data gathered from this support system to further improve usability and user satisfaction.


  • Identify, plan, and coordinate the development of Verity Analytics user experience resources (e.g., training manuals, FAQs)
  • Develop and document UX-related intake requests
  • Maintain technical documentation in collaboration with technical teams
  • Keep pace with agile development methodologies and sprint cadence in collaboration with the software development team
  • Develop and deliver new feature training
  • Conduct user experience testing and feedback sessions with end users and internal stakeholders as required
  • Advocate for a diverse group of users in the prioritization of feature releases and internal change requests to ensure increased user satisfaction and adoption
  • Serve as the first point of contact for Verity Analytics end users and ensure that their support requests are triaged appropriately

Minimum Qualifications:

  • Bachelors degree in a technical or communications field with 2-3 years relevant experience
  • Strong interest in human-computer interaction/user experience design
  • Familiarity with user-centered research, such as usability testing and field interviews
  • Familiarity with technical issues around web development and the ability to work constructively with development teams
  • Experience with Jira Service Desk, Zendesk, or similar service-desk software
  • Customer service experience is a plus!


Full-time, MondayFriday, 40 hours per week

How to Apply:

Interested candidates are encouraged to submit a cover letter and resume/CV through HSRIs Career Center.

You can also copy/paste the URL into your browser: https://workforcenow.adp.com/jobs/apply/posting.html?client=hsri&ccId=19000101_000001&type=MP&lang=en_US

Materials can also be mailed to:

Attention: Human Resources

Human Services Research Institute

2336 Massachusetts Ave.

Cambridge, MA 02140

No phone calls, please.

Additional Information

HSRI offers a comprehensive benefits package which includes:



Short- and Long-Term Disability

Life Insurance

403(b) Retirement Plan

Flexible Spending Accounts

Education Assistance Program

Pay is commensurate with skills and experience.

For more information on HSRI, please visit www.hsri.org.



Posted: 2022-05-02 Expires: 2022-06-02

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User Experience Manager (remote)

Human Services Research Institute
Cambridge, MA 02140

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