Director of Product Design
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Job Description
Director of Product Design leading product design, design systems, and trustworthy AI experiences. Help Scout builds customer support software for over 10,000 companies.
Responsibilities:
- 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
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