Director of Product Design

Responsibilities

• Help Scout has earned something most software companies never get: genuine trust. 10,000+ businesses use us because we've always believed that customer relationships are the business, and that every interaction should feel like it came from someone who cares. That trust took a decade to build, and now it's the…
• A lot of that trust is design. When customers tell us why they picked Help Scout over the alternatives, and when they recommend us to someone else, the reason they give most often is that it is easier to use and it feels better to work in. That's why our top source for new customers comes from human and agent…
• Design you'll be directly accountable for keeping our quality high as we accelerate our growth.
• Lead our product design team as a player/coach.
• Manage and develop a small team of experienced product designers and stay close to the work through critique, design reviews, and occasional projects of your own. Your most senior individual contributors carry the most complex design problems; your job is to make sure the whole team's work meets the bar.
• Set clear expectations for craft and ownership and build a culture where critique and feedback make the work better.
• Own how AI shows up in our product. AI is every designer's job, not one person's. You are accountable for Help Scout's point of view on trustworthy AI experiences: how AI communicates, gives people control, handles mistakes, and moves from assisting customers to acting on their behalf. Your most senior designers lead…
• Partner with the Brand
• Design team in our GTM organization to help ensure design cohesion between marketing and in-app product experiences.

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