ServiceTrade

Senior Manager, Product Design, User Experience Research

ServiceTrade

full-time

Posted on:

Location Type: Remote

Location: North Carolina • United States

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Job Level

Senior

About the role

  • Define and own the vision, principles, and standards for Product Design and UXR across ServiceTrade, including principles for AI-native and invisible design.
  • Lead a team of product designers and UX researchers, setting clear expectations, goals, and development plans.
  • Ensure consistent, high-quality interaction design, visual design, information architecture, and usability across the product portfolio.
  • Champion customer-centered design practices, ensuring research insights meaningfully inform product strategy and roadmap decisions—especially as AI-driven capabilities are introduced and scaled.
  • Establish how design contributes to trust, explainability, and confidence in AI-powered workflows.
  • Establish and scale a rigorous UXR practice, including qualitative and quantitative research methodologies.
  • Partner with Product and Data teams to define research priorities aligned to business outcomes and AI-driven use cases.
  • Oversee user discovery, usability testing, journey mapping, and concept validation across the product lifecycle, including rapid validation of AI concepts and prototypes.
  • Translate research findings into clear, actionable insights that guide both traditional product decisions and AI-assisted experiences.
  • Serve as a strategic partner to Product Management and Engineering to drive discovery, prioritization, and delivery.
  • Embed design and research into agile product teams, ensuring early and continuous customer feedback.
  • Lead fast, iterative prototyping—including low- and high-fidelity prototypes—to explore AI-enabled workflows and test assumptions quickly.
  • Balance user needs, technical constraints, and business objectives to deliver impactful solutions where intelligence feels natural, supportive, and unobtrusive.
  • Provide executive-ready narratives and artifacts (journey maps, prototypes, research readouts) to support decision-making in an increasingly AI-driven roadmap.
  • Own and evolve the ServiceTrade design system, ensuring scalability, accessibility, and brand consistency across both traditional and AI-powered experiences.
  • Define processes, tooling, and metrics to improve design efficiency, quality, and impact in a rapid experimentation environment.
  • Establish best practices for accessibility, inclusive design, and usability standards—particularly as automation and AI are introduced into core workflows.
  • Partner with Product Operations (if applicable) to improve intake, prioritization, and capacity planning for design and research work.
  • Recruit, onboard, and retain top-tier design and research talent with strengths in systems thinking, experimentation, and AI-adjacent design.
  • Foster a culture of collaboration, experimentation, and continuous improvement.
  • Coach managers and senior ICs to grow their leadership, craft excellence, and business acumen in a modern AI product organization.
  • Advocate for design and research as strategic capabilities—and as critical drivers of clarity, trust, and usability in AI-powered products.

Requirements

  • 6+ years of experience in product design, UX, or user research
  • Experience designing AI
  • Inquisitive, entrepreneurial and adaptive
  • Proven experience leading product design and/or UXR teams in a B2B SaaS environment.
  • Strong portfolio demonstrating customer-centered problem solving, system-level thinking, and business impact.
  • Deep understanding of modern product development practices (discovery, agile, dual-track).
  • Exceptional communication skills, with the ability to influence executives and cross-functional partners.
Benefits
  • Medical with Blue Cross Blue Shield NC (2 options)
  • Dental and Vision with Unum
  • Company-paid Life insurance, STD and LTD
  • Voluntary benefits including Supplemental Life Insurance, HSA, FSA and Dependant Care, Critical Illness, Accident and Pet Insurance
  • 401(k) with up to 3% employer match and NO vesting period
  • Flexible PTO policy
  • 10 company holidays
  • Parental Leave
  • Community Impact Program (Volunteer)
  • Tech and Wellness Stipend
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
product designuser experience (UX)user research (UXR)AI designinteraction designvisual designinformation architectureusability testingprototypingqualitative and quantitative research methodologies
Soft Skills
leadershipcommunicationcollaborationadaptabilityentrepreneurial mindsetinquisitivenesscoachingstrategic thinkingproblem solvingcontinuous improvement