Director of Product Design

🕒 September 16

🇺🇸 United States – Remote

💵 $226k - $242k / year

⏰ Full Time

🔴 Lead

🎨 Product Designer (UI/UX)

👻 Ghost score 10%

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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 a small team of experienced product designers • Manage and develop designers through critique, design reviews, and occasional individual projects • Set expectations for craft and ownership and build a feedback-oriented design culture • Own design principles, standards, guardrails, and decision records • Account for the Help Scout Design System (HSDS), including priorities, resourcing, adoption, and Figma/code parity • Define Help Scout's point of view on trustworthy AI experiences and ensure consistent adoption • Own design workflows, tooling standards, design debt, and collaboration with Product and Engineering • Decide which AI-assisted design practices become standard • Shape product direction as a member of the Experience Leadership Team • Bring business context, constraints, and initiative outcomes to the design team • Allocate design capacity across workstreams according to business priorities • Partner with Brand Design to maintain 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 • Work with the Principal Designer and Product Designers

🎯 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 a design system that teams adopted • Strong point of view on AI and the future of product design • Uses AI throughout own design practice • Experience managing principal or staff-level designers • Technical fluency sufficient to earn engineers' trust • Comfortable using data and customer research to inform decisions • Skilled at partnering with Product and Engineering on difficult tradeoffs • Exceptional written and verbal communication skills • Experience leading remotely and building trust on a distributed team • US-based applicant • Must already be authorized to work in the home country; Help Scout does not sponsor visas

🏖️ Benefits

• Competitive salary and an internal, transparent salary formula based on market data • Flexible time off – you choose the holidays and vacations that make sense for you • 12 weeks of fully paid parental leave for all new parents, including adoption and foster care • A home office stipend to help you get set up and productive • A co-working stipend up to $300 a month if you choose to work out of your house • A yearly professional development stipend of $1,800 to help you grow in your craft • Top tier health insurance for you and your dependents if you’re in the U.S. or Canada • Equity

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