Director of Design

Summary

Join Gladly's visionary team as the Director of Design! Lead, inspire, and grow a talented design team, shaping the future of customer service. You'll be a key strategic partner to Product, Engineering, and Marketing leadership, ensuring design remains central to our mission. You'll lead a team of designers, champion brand principles, and act as a player-coach, contributing directly to design efforts. Oversee both Product and Brand Design, creating a cohesive design language. If you're passionate about building products people love and leading a high-performing team, apply now!

Requirements

• 10+ years of experience in design, with at least 4 years in a leadership role, managing and mentoring design teams
• A strong portfolio showcasing a track record of designing and leading the design of successful, user-centered products and impactful marketing campaigns, ideally in the SaaS or enterprise software space
• Exceptional leadership and communication skills, with the ability to inspire, influence, and collaborate effectively with team members and stakeholders at all levels
• A deep understanding of design principles and methodologies, as well as brand strategy and marketing principles
• A strong visual design aesthetic and a keen eye for detail
• Experience building and scaling design systems and working with modern design and prototyping tools
• Experience conducting and interpreting user research and quantitative inputs
• A strategic mindset, ability to connect design choices to broader company strategy and goals, and ability to prioritize for outcomes
• A drive for innovation, creativity, emerging technologies, and pulse on design trends and user behaviors

Responsibilities

• Lead, mentor, and grow a team of product and brand designers, fostering a culture of creativity, collaboration, and continuous learning
• Contribute to product and brand strategy, often exploring new areas of opportunity
• Establish and maintain design systems, processes, and tools to ensure consistency, efficiency, and scalability across both product and marketing design
• Stay plugged in to industry trends and best practices in both product and brand design, fostering fresh perspectives and innovative ideas to the team
• Act as a player-coach, contributing directly to key projects and initiatives, and helping team members bring their best to each project
• Oversee the user research process, ensuring that design decisions are informed by user insights and data, and that brand messaging resonates with our target audience
• Drive the evolution of the Gladly brand identity and its expression across the product, marketing materials, website, and all other touchpoints

Preferred Qualifications

• Experience working in companies with very high design standards is a plus
• Exceptional problem-solving and communication skills, with a collaborative mindset
• The ability to navigate ambiguity and manage multiple priorities effectively
• A willingness to learn and contribute to a fast-paced team fueled by underdog grit and a shared passion for excellence

Benefits

• Competitive salaries, stock options, and comprehensive benefits
• Generous paid time off, parental leave, and home office stipends
• A fully remote work environment with opportunities for in-person team gatherings
• A strong commitment to professional growth and an inclusive workplace where diverse perspectives thrive