ServiceTrade

Senior Manager, Product Design, User Experience Research

ServiceTrade

full-time

Posted on:

Location Type: Remote

Location: Remote • 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
product designuser experience (UX)user research (UXR)AI designinteraction designvisual designinformation architectureusability testingprototypingqualitative and quantitative research methodologies
Soft skills
leadershipcommunicationcollaborationadaptabilityentrepreneurial mindsetinquisitivenesscoachingstrategic thinkingproblem solvingcontinuous improvement