Director of Product Design

Role overview Director of Product Design leading a fully remote team of experienced designers in a customer support software company. The role is a player/coach position accountable for design quality, design system stewardship, AI experience strategy, and design operations as the organization accelerates its AI-native roadmap.

Responsibilities - Manage and develop a small team of senior product designers through critique, design reviews, occasional hands-on work, and clear expectations for craft and ownership. - Own design principles, standards, guardrails, and decision records so designers, engineers, and AI agents can ship consistent, high-quality experiences with more speed and autonomy. - Set priorities and resourcing for the design system, drive adoption across product and engineering, and ensure it stays legible and useful to both people and machines. - Define the company's point of view on trustworthy AI experiences, including how AI communicates, gives users control, handles mistakes, and evolves from assisting to acting on behalf of customers. - Own the design operating model, including workflows, tooling standards, design debt, collaboration with product and engineering, and how AI-freed capacity gets reinvested. - Partner with product and engineering leadership to shape product direction through customer insight and strong design judgment.

Requirements - Significant experience leading and developing senior product designers as a player/coach. - Track record of building and scaling design systems and design standards across product and engineering. - Strong craft background in interaction design, UX, and product thinking with an eye for detail and opinionated quality bar. - Experience shaping AI-powered product experiences, including patterns for trust, control, and graceful failure. - Demonstrated ability to evolve design operations, tooling, and workflows in fast-moving environments. - Excellent collaboration and communication skills across disciplines and leadership levels.

Nice to have - Background in B2B SaaS, customer support, or related software categories. - Experience partnering with AI/ML teams and integrating AI tooling directly into design practice.

Benefits and work setup - Fully remote team with flexible time off chosen by the employee. - 12 weeks of fully paid parental leave for all new parents, including adoption and foster care. - Home office stipend, monthly co-working stipend up to $300, and a $1,800 yearly professional development budget. - Competitive salary tied to a transparent, market-based internal formula. - Top-tier health insurance for employees and dependents in the U.S. and Canada; other regions engaged as independent contractors under country-specific agreements. - Equal opportunity employer with a commitment to inclusive hiring and accommodations available throughout the recruitment process.