Product Design Manager, Help Platform @ Gusto

Job Information

Job Description:

Here’s what you’ll do day-to-day:

• Tackle complex and ambiguous problems in a highly regulated domain while partnering with Engineering, Design, Data Science, Compliance, Legal, Operations, and other cross-functional teams
• Set goals and strategy then translate it into a roadmap, milestones, and requirements to drive alignment and excitement with your cross-functional partners and stakeholders
• Understand, track and improve key product and business metrics
  • Conduct user research to dHere’s what you’ll do day-to-day:
    • Craft the end-to-end journeys and develop frameworks, patterns and principles that will be used to help our teams deliver world-class service experiences.
    • Empower a small team of product designers, creating the conditions for them to do work they’re proud of and that serves the needs of our customers.
    • Work with cross-functional partners in Product Management, Engineering, Data Science, Design, and Customer Support to understand customer problems and identify key opportunities for the customer and our business.
    • Ensure that proposed solutions are customer-informed through research, data, and insights from our Customer Support team.
    • Balance an iterative approach and urgency to solve customer pain with ensuring that short term improvements ladder up to long-term vision and meet a high bar for the customer experience.
    • Hold high standards for the customer experience, including partnering with engineering partners to refine the end customer experience and ensure that what we release is bug free, performant, accessible, and responsive.
    • Design and advocate for cohesive experiences through the use of Workbench, our Design System, and net-new platform capabilities.
    • Speak clearly to tradeoffs and the “Why” behind design decisions in terms non-designers can understand and participate in.
    • Collaborate with designers and design leaders on other teams to develop cohesive solutions for shared problems.

    Here’s what we’re looking for:

    • 8+ years’ Product Design experience, ideally with two of those in management, and with experience working on complex products with heavy service component in a horizontal capacity.
    • Your ability to showcase a service design and platform approach to your work.
    • A deep understanding of design systems and how you’ve leveraged and contributed to them.
    • Direct experience designing for AI, or a solid understanding of the capabilities.
    • A track record of up-leveling direct reports and raising the bar for design quality within an organization.
    • A master at customer journey mapping and information architecture.
    • A proven track record of designing great UX for complex workflows and crafting end-to-end experience visions and frameworks, while showcasing an iterative approach toward execution.
    • Demonstration of a high quality bar, maintaining design quality and accessibility across screen sizes.
    • Strong opinions loosely held and a willingness to engage in constructive debates about scope and tradeoffs to build alignment and progress work. You’ve built great relationships with cross functional collaborators and know how to model this for the team.
    • Communication and collaboration skills that enable you to explain the impact of your work, tradeoffs you’ve made, lessons learned, and design rationale, and generate alignment and enthusiasm across the company.
    • Ability to embrace ambiguous situations as opportunities to add clarity.
    • Passion for Gusto’s mission and the impact we can have on the world.

    eeply understand customers’ needs,  jobs-to-be-done, and  translate into actionable strategy

  • Distill insights and data from key stakeholders, industry trends,, business and product metrics, a to guide strategy
• Drive the product development process from concept to launch, ensuring timely delivery of high-quality products that delight customers and result in significant and measurable business impact
  • Iterate on mature features using data and customer feedback to identify areas for improvement and optimization, while ensuring customer satisfaction

Here’s what we’re looking for:

• 7+ years of hands-on product management experience with a proven track record of building customer centric products
  • Strong analytical and problem-solving skills: ability to articulate and build business models and prioritization
  • Ability to set a strategy and translate it into a roadmap requirements and actionable plan
  • Ability to define and track metrics to successfully launch and land high impact features
  • Experienced driving at-scale features/improvements to mature products.
  • High attention to detail, strong bias for action and highly organized.
• Experience working on products with high technical complexity and balancing technical goals with product goals
• Ability to drive end-to-end execution with cross functional partners while building strong partnership and collaboration to garner buy-in across all levels
• Relentless focus on customers’ needs and creating simple, beautiful, and enjoyable experiences that solve JTBD and delight users
• Experience in distilling complex and ambiguous problems into actionable solutions
• Previous experience in a highly regulated domain and/or in Payroll is a plus
  • Experience at rapidly scaling companies preferred

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