Director of Product Design

🔥 18 hours ago

🇺🇸 United States – Remote

💵 $226k - $242k / year

⏰ Full Time

🔴 Lead

🎨 Product Designer (UI/UX)

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Help Scout

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2011

☁️ SaaS

SaaS • Customer Support

Help Scout is a customer support platform that offers a range of tools to empower teams and enhance the customer experience. The platform includes features such as a shared inbox, live chat, self-service knowledge base, and proactive messaging to help teams deliver personalized and efficient support. Help Scout emphasizes the importance of a personal touch in customer service, integrating AI tools in a supportive way rather than allowing AI to dominate the customer experience. It caters to a variety of industries with a focus on maintaining outstanding support that prioritizes both the team and the customer.

📋 Description

• Lead and coach the product design team • Manage and develop experienced product designers • Participate in critique, design reviews, and occasional design projects • Set expectations for craft and ownership and build a strong feedback culture • Own design principles, standards, guardrails, and decision records • Scale design judgment across designers, engineers, and AI agents • Set priorities and resourcing for the Help Scout Design System and drive adoption across Product and Engineering • Oversee trustworthy AI experience principles, including communication, user control, error handling, and autonomous actions • Evolve design workflows, tooling standards, design debt management, and collaboration with Product and Engineering • Pilot and standardize code prototyping and AI-assisted workflows • Shape product direction as a member of the Experience Leadership Team • Allocate designers to workstreams according to business priorities • Partner with Brand Design to ensure cohesion between marketing and in-app product experiences • Report to the Chief Product Officer and partner with the Chief Revenue Officer and VP of Engineering

🎯 Requirements

• 10+ years in product design • 3+ years managing designers • Experience being accountable for a product's experience and the people creating it • Exceptional product and design judgment • Experience making complex B2B software feel simple and intuitive • Experience building or meaningfully evolving an adopted design system • Strong point of view on AI and the future of product design • Experience using AI throughout your own design practice • Experience managing principal- or staff-level designers • Technical fluency sufficient to earn engineers' trust • Experience using data and customer research to inform decisions • Strong cross-functional partnership with Product and Engineering • Exceptional written and verbal communication skills • Experience leading remotely and building trust on a distributed team • Applicants must be based in the United States • Must already be authorized to work from the home country; Help Scout does not sponsor visas

🏖️ Benefits

• Competitive salary and an internal, transparent salary formula based on market data • Offers Equity • Flexible time off • 12 weeks of fully paid parental leave for all new parents, including adoption and foster care • Home office stipend • Co-working stipend up to $300 a month • Yearly professional development stipend of $1,800 • Top tier health insurance for employees and dependents in the U.S. or Canada