Senior Product Design Manager, CX Platform

About Gusto

Interested in this role You can find all the relevant information in the description below.

Gusto is a modern, online people platform that helps small businesses take care of their teams. On top of full-service payroll, Gusto offers health insurance, 401(k)s, expert HR, and team management tools.

Today, Gusto offices in Denver, San Francisco, and New York serve more than 300,000 businesses nationwide.

Our mission is to create a world where work empowers a better life, and it starts right here at Gusto. That’s why we’re committed to building a collaborative and inclusive workplace, both physically and virtually.

About The Team

The CX Platform team is dedicated to crafting dynamic and personalized customer self-service capabilities within our products by leveraging AI, chat, help documentation, tutorials, and demos.

This team is responsible for designing a seamless end-to-end experience when a customer needs to contact Support.

About The Opportunity

As the Senior Product Design Manager for the CX Platform team, you’ll lead a small team of two (2) product designers to craft high quality and intuitive platform and service experiences for our customers.

You’ll leverage service design expertise to create cohesive end-to-end service experiences and be responsible for crafting effective self-serve product and tooling experiences.

You’ll work closely with various product teams to drive the vision for leveraging cutting-edge technology such as AI for an optimal customer service experience.

Here’s What You’ll Do Day-to-day

Craft the end-to-end journeys and develop frameworks, patterns, and principles for delivering world-class service experiences.

Empower a small team of product designers to do work they’re proud of and that serves customer needs.Collaborate with cross-functional partners to understand customer problems and identify key opportunities.

Ensure proposed solutions are informed by research, data, and insights.Balance urgency to solve customer pain with ensuring short-term improvements align with long-term vision.

Maintain high standards for customer experience, partnering with engineering to ensure releases are bug-free and accessible.

Design and advocate for cohesive experiences using Workbench, our Design System.Communicate design decisions and tradeoffs effectively.

Collaborate with designers on other teams to develop cohesive solutions for shared problems.

Here’s What We're Looking For12+ years' Product Design experience, with four in management and experience in complex products.

Ability to showcase a service design and platform approach.Deep understanding of design systems and experience contributing to them.

Direct experience designing for AI or solid understanding of its capabilities.Track record of up-leveling direct reports and raising design quality.

Expertise in customer journey mapping and information architecture.Proven track record in designing great UX for complex workflows.

Demonstration of high quality design across screen sizes.Strong communication skills to explain work impact and generate alignment.

Ability to embrace ambiguity and add clarity.Passion for Gusto’s mission and its impact on the world.

At Gusto, we provide rewards that empower employees to achieve their financial and personal goals. We offer competitive compensation packages with a strong emphasis on equity-based compensation.

Our cash compensation range for this role is $174,000 / yr to $235,000 / yr in Denver & most remote locations, and $204,000 / yr to $254,000 / yr in Seattle, San Francisco & New York.

Gusto has physical office spaces in Denver, San Francisco, and New York City. Employees based in those locations will be expected to work from the office approximately 2-3 days per week.

Our customers come from all walks of life, and so do we. We hire great people from diverse backgrounds because it strengthens our company.

If you share our values and enthusiasm for small businesses, you will find a home at Gusto.

Gusto is proud to be an equal opportunity employer. We do not discriminate in hiring based on any legally protected characteristic.#J-18808-Ljbffr