[Hiring] Director of Product Design @Help Scout

Role Description

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 foundation for something bigger.

• 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.
• Set clear expectations for craft and ownership and build a culture where critique and feedback make the work better.
• Own the design principles, standards, guardrails, and decision record that make a Help Scout experience feel like Help Scout.
• Be accountable for our design system as a product.
• Set the priorities and resourcing for the Help Scout Design System (HSDS).
• Own how AI shows up in our product.
• Be accountable for Help Scout's point of view on trustworthy AI experiences.
• Evolve how design gets done as AI accelerates delivery.
• Own the operating model: workflows, tooling standards, design debt, how design works with Product and Engineering.
• Help shape product direction alongside Product and Engineering.
• Decide where design capacity goes.
• Partner with the Brand Design team in our GTM organization to help ensure design cohesion between marketing and in-app product experiences.

Qualifications

• 10+ years in product design, including 3+ years managing designers.
• Exceptional product and design judgment.
• Experience making complex B2B software feel simple and intuitive.
• Experience building or meaningfully evolving a design system.
• Strong point of view on AI and the future of product design.
• Experience leading senior individual contributors.
• Technically fluent enough to earn the trust of engineers.
• Exceptional communicator and remote leader.

Requirements

• Must be authorized to work from your home country.
• This role is open to US-based applicants only.

Benefits

• Competitive salary and an internal, transparent salary formula based on market data.
• Flexible time off – you choose the holidays and vacations that make sense for you.
• 12 weeks of fully paid parental leave for all new parents, including adoption and foster care.
• A home office stipend to help you get set up and productive.
• A co-working stipend up to $300 a month if you choose to work out of your house.
• A yearly professional development stipend of $1,800 to help you grow in your craft.
• Top tier health insurance for you and your dependents if you’re in the U.S. or Canada.

Company Description

Help Scout started in 2011 with a simple premise: support software should treat customers like people, not tickets. 3+ billion conversations later, more than 10,000 companies use Help Scout to grow relationships with customers of all types, from clients to patients and beyond.

We’ve been a fully remote team since day one, with 120+ teammates now all over the world. It’s a culture where you’ll be trusted to take ownership, stay curious, and raise the quality of work around you.