Senior Product Designer, Gladly

• Have 4+ years of experience as a product designer
• Are able to work independently and with a fair amount of ambiguity, while also building in feedback loops and bringing collaborators along
• Communicate your thoughts, process, and goals clearly with a range of audiences
• Know what great visual and interaction design looks like, and care about delivering that in your work
• Love tackling hard problems and coming up with powerfully simple solutions

Desirable

• Our product teams are led by a product manager, designer, and engineering manager, and are organized around personas, which helps us create a long-term vision and build toward that
• We also exchange within the design team to build up each other’s craft and build a cohesive product
• We’d ideally find a new teammate who takes complex problems and guides towards simple and intuitive solutions, who generates new ideas quickly and is excited to seek out feedback, iterate, and partner with other teams to drive impact
• Collaborate with product management, engineering, design peers, and key stakeholders
• Craft, run, and synthesize user research sessions with your PM partner to inform long-term and near-term decisions
• Create prototypes, flows, and mockups that help your team align on the direction and deliver an amazing product
• Inform product strategy and future vision-setting for the team and broader product
• Help the team tell a compelling story of the product and where it is heading
• A few projects you could be working on:
• Helping customer support heroes gain the context they need to provide incredible support
• Imagining how Gladly can be more intuitive for first-time and long-time users
• Making consumers’ lives easier with personalized and friendly service, whether provided by AI or heroes
• Exploring new ways to build trust and coach AI to deliver great service and foster loyalty