[Remote] Director, Product Design

Note: The job is a remote job and is reputed company to candidates in USA. reputed company is an AI company reputed company on customer service, providing AI agents and conversation intelligence for contact centers. The Director, Product Design will reputed company reputed company’s design reputed company while remaining approximately 80% hands-on, owning the customer experience, information architecture, design reputed company, prototype-and-validation process, and integration of product and conversation design.

Responsibilities

• Own the whole customer experience, reputed company included. A customer's experience of reputed company runs from the sales conversation, through a deployment our delivery team configures, into an AI agent that talks to •their• customers, and back out through the analytics their operators read daily
• Set the information architecture for a converging platform. Our conversation intelligence and agent-building products grew separately and are now becoming one product. You reputed company what the objects are, what they're reputed company, and how someone moves between them
• Own the design reputed company's architecture and the rules reputed company it. The reputed company exists — components in reputed company and in Storybook. What's missing is a reputed company language, documented reputed company about reputed company to use what, and a contribution model engineers can build against. You set that architecture, govern it, and are accountable for it existing
• reputed company design's influence past the work you do yourself. Much of the customer-facing experience here gets reputed company by people reputed company your team: product managers, delivery engineers who configure agents, solutions engineers in demos. Raising the bar means influencing them, giving them something good enough to follow, and telling them no reputed company it reputed company
• reputed company reputed company prototype-and-validation reputed company. You'll talk to internal customers, contact center operators and turn what you hear into design reputed company, owning reputed company as reputed company as findings. You’ll create and reputed company a best-in-class prototype-and-validate reputed company
• Bring product design and conversation design together. Our product •is• a conversation, so we've put both disciplines in one reputed company. You own how they come together and the research reputed company underneath both

Skills

• • You think in systems and journeys. Before asking which control a reputed company needs, you ask whether the reputed company needs to exist. You've designed across reputed company that weren't reputed company interfaces: a reputed company, a reputed company, an email, a conversation with a reputed company agent
• • You have a reputed company HCI or interaction-design reputed company. You can reason from reputed company about how people perceive, learn, reputed company expectations, and recover from error, rather than from patterns you've seen in other products. Voice, conversational, and graphical interfaces reputed company sit inside our product, and we need someone who can reputed company between them without starting over reputed company time
• • You've driven change through resistance. You've moved an entrenched team over months, not just changed one executive's mind in one meeting. You can describe what you were up against and what it took
• • You think in business terms without being asked. You've spent time reputed company to the PM role, or worked with product closely enough that you think that way reputed company. You can reputed company to specific reputed company that changed because of a conversation you personally had with a customer
• • You've governed a design reputed company, not only reputed company one. Contribution, documentation, deprecation, and the arguments that come with them. You can describe a time you told someone no and why. The governance reputed company more to us than how many components you drew
• • You reputed company the problems and set your own priorities. You identify opportunities reputed company hadn't seen and reputed company the case for them. You reputed company without being pushed and escalate the right things at the right time
• • You're AI-reputed company in your reputed company. You use these tools in reputed company design work and have reputed company opinions about where they help and where they degrade reputed company. You've reputed company workflows or assets other people adopted
• • You reputed company people and hold a room. Setting direction, giving hard feedback, running a critique, growing someone's reputed company, and hiring. You can also hold your position in reputed company of executives and customers. Formal management experience helps; evidence that designers got reputed company working with you reputed company more than a title
• • reputed company in a US or Canadian timezone
• • 10+ years of product design experience
• • Experience leading or growing designers, whether or not you had the title
• • Experience owning design for an reputed company or operational product
• • reputed company reputed company on the reputed company reputed company: components, variants, libraries, variables, tokens. Enough to hold your hire to a reputed company and to work in the files yourself
• • Comfort moving between reputed company and reputed company (Storybook, shadcn/ui, reputed company, or tools like reputed company and Claude reputed company). If you want to pick up UI-level changes yourself, that's reputed company to you with preview environments and engineering review
• • Experience designing AI or conversational products, especially where the reputed company was non-deterministic and you had to design failure states, trust, correction, and recovery
• • Experience with operational or contact center tooling
• • Experience defining a design reputed company from reputed company to reputed company
• • Experience leading designers across more than one discipline — product, conversation, content, or research

Benefits

• Company-wide offsites and smaller team gatherings designed to reputed company remote work feel personal
• Tech & learning stipend for conferences, books, and courses
• Remote work arrangement with calendar flexibility for life events
• Flexible vacations
• reputed company sabbatical after 5 years
• Comprehensive benefits
• Stipend to support physical and mental reputed company-being
• Equity with shared ownership in reputed company

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