Job Directory Associate User Testing Project Manager

Associate User Testing Project Manager
San Francisco, CA

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Job Description


JUUL's mission is to improve the lives of the world's one billion adult smokers by driving innovation to eliminate cigarettes. JUUL is the number one US-based independent e-cigarette, Headquartered in San Francisco and backed by leading technology investors including Tiger Global, Fidelity Investments and Tao Invest LLC, JUUL Labs is disrupting one of the world's largest and oldest industries.

We're an exceptional team with backgrounds in technology, healthcare and biotech, and we're growing rapidly to deliver on our mission. We're actively looking to hire the world's best scientists, engineers, designers, product managers, supply chain experts, customer service and business professionals.


Reporting to the Manager, User Testing, the candidate will work within the User Testing Team supporting various projects. The User Testing Project Manager is responsible for supporting the team that determines how consumers react to new and modified products, product features, and product concepts. This requires working with and supporting the cross-functional product team in a number of ways:

* Responsible for day-to-day activities to meet overall project objectives
* Preparing test kit shipments to go to testers
* Collaborate and facilitate cross-functional communication
* Understand technical issues and drive them to closure by bringing together key stakeholders for decision making
* Monitor user testing mailboxes and respond to assigned feedback submissions
* Manage project execution by leveraging project plan, ongoing status updates and milestone tracking


* Directly support test participants through effective communication and troubleshooting practices
* Maintain a friendly and helpful demeanor with testers at all times
* Deliver clear, concise and objective verbal and written communication appropriate for the target audience
* Review and analyze various forms of feedback including, but not limited to Surveys, Issue Reports, Suggestion Reports, and Open Discussions
* Help prepare weekly summary reports displaying trends and progress against project goals and overall program success
* Act as a customer advocate by knowing what's really happening in the field, and work cross-functionally to convert issues and strengths into opportunities. Act as a liaison between Engineering, Customer Support, Marketing, and beta testers in this regard
* Oversee test logistics including unit shipping and retrieval
* Manage multiple projects simultaneously


* 1+ years project management experience
* Strong English oral and written communication skills; Ability to think clearly, analyze quantitatively, problem-solve and prioritize
* Effective communicator with the ability to collaborate with a diverse range of people and functions
* Skilled with work across teams to ensure deliverables, priorities, and issues are managed
* Experience working in a customer facing role
* Exceptional problem-solving, negotiation, and organizational skills; Strong attention to detail
* Highly productive despite distractions and perpetual collaboration, with a proven ability to work as part of a fast-paced team
* The ability to multitask and thrive in fast-paced environment and maintain a Can-Do attitude is crucial
* "Voice of the Customer" experience a plus
* Jira and Centercode experience a plus
* Clinical Trials experience a plus


* Bachelor's degree preferred


* A place to grow your career. We'll help you set big goals - and exceed them
* Work with talented, committed and supportive teammates
* Equity and performance bonuses. Every employee is a stakeholder in our success
* Boundless snacks and drinks
* Cell phone subsidy, commuter benefits and discounts on JUUL products
* Excellent medical, dental and vision benefits


* Full benefits (medical/dental/vision) for you and subsidized for your dependents
* FSA (flexible spending account)
* 401K Plan
* JUUL Labs observes 9 paid holidays throughout the year plus 3 floating holidays to be used at your discretion
* Three weeks of PTO each benefit year, beginning on your hire date

JUUL Labs is an Equal Opportunity Employer (EOE). Applicants are considered for employment without regard to age, race, color, religion, sex, national origin, sexual orientation, gender identity and gender expression, disability or veteran status. We comply with San Francisco's Fair Chance Ordinance and do not unlawfully discriminate against applicants with criminal convictions.

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