Key skills
AILLMAnalyticsSaaSCRMLeadershipMentoringUser ResearchProduct ManagementCommunication
About this role
Role Overview
- Define and evangelize design strategy and priorities for Zendesk Knowledge, aligning design work to product outcomes and business metrics
- Lead and scale a team of product designers, setting clear goals, developing career plans, and running hiring and performance processes
- Partner with Product Management, Engineering, Research, Content and Design Systems to scope work, prioritize initiatives, and remove cross-functional blockers
- Drive a research-backed design process: synthesize user research, analytics, and competitive insights to shape experience decisions and roadmap trade-offs
- Ensure high-quality delivery by establishing design standards, review rituals, adoption and contribution to our design system across the team
- Mentor and develop design craft and leadership in the team through coaching, critiques, and structured learning
- Represent design in stakeholder forums and influence executive-level decisions about product direction and resourcing
Requirements
- 5+ years of professional experience in designing consumer or business SaaS applications (CMS and CRM product is a plus)
- 5+ years managing and growing design teams, with experience hiring, mentoring, and evaluating designers
- Demonstrable experience translating user research and business goals into product strategy and measurable outcomes
- Proven collaborator: track record working closely with Product, Engineering, Content and Research to deliver shipped products
- Excellent communication and stakeholder-management skills; able to present design rationale and trade-offs clearly to technical and non-technical audiences
- Comfortable working in a fast-paced, distributed environment and prioritizing high-impact work
- Prior experience with designing LLM integrations and AI feature workflows
Benefits
- Ownership of the projects you work on and freedom to put your ideas on the table
- Being a part of defining new standards in an emerging space
- Flexible working hours, cozy offices and hybrid work environment
- Opportunity to learn and grow with a hardworking and passionate team