Senior Lead Product Designer, Operations

monzoreferrals; United States; Remote; USD 145,000 - 165,000; Full time

Benefits offered by this job

Stock options

London office or UK remote

Flexible hours

Annual learning budget

MacBook + kit for remote workers

Visa sponsorship & relocation

Job summary

monzoreferrals is seeking a senior design leader for an Operations design collective responsible for the end-to-end support experience. The role covers customer-facing help journeys, AI-enabled self-service, and internal tools used by support teams.

You will set a long-term vision, lead large initiatives through ambiguity, and raise the craft bar across a 100-plus strong design organisation. You will set the long-term design vision for how customer support works across digital and human

Qualifications

• Deep expertise within a specific product design discipline plus strong foundational skills across the craft
• Experience designing complex service ecosystems that connect digital products to people, operations, or logistics
• Strong visual, UI, and interaction design skills with the ability to reason through complex flows
• Comfort designing for AI and automation-enabled experiences
• Proven track record of high-impact work that moves customer outcomes and commercial metrics
• Ability to lead through ambiguity in fast-changing environments while maintaining quality
• Strategic thinking and a collaborative, low-ego working style

Responsibilities

• Set and embed the long-term design vision for how customer support works across digital and human touchpoints
• Lead large, end-to-end design initiatives across AI-enabled help, internal tooling, and operational workflows
• Design with a service mindset, considering what happens beyond the interface in real operations
• Navigate trade-offs and guide strategic decisions in an opinionated, evidence-based way
• Coach and develop other designers through crits, mentoring, and quality feedback
• Partner with cross-functional leaders to translate strategy into shippable product plans
• Act as a visible ambassador for design by sharing work and influence across the organisation
• Tackle systemic complexity that holds teams back from delivering high-impact work

Job description

Role overview

A senior leadership role within an Operations design collective responsible for the end-to-end support experience. The work spans customer-facing help journeys, AI-enabled self-service, and the internal tools and workflows used by customer support teams. It calls for an experienced designer who can set a long-term vision, lead large initiatives through ambiguity, and raise the craft bar across a 100-plus strong design organisation.

Responsibilities

• Set and embed the long-term design vision for how customer support works across digital and human touchpoints
• Lead large, end-to-end design initiatives across AI-enabled help, internal tooling, and operational workflows
• Design with a service mindset, considering what happens beyond the interface in real operations
• Navigate trade-offs and guide strategic decisions in an opinionated, evidence-based way
• Coach and develop other designers through crits, mentoring, and quality feedback
• Partner with cross-functional leaders to translate strategy into shippable product plans
• Act as a visible ambassador for design by sharing work and influence across the organisation
• Tackle systemic complexity that holds teams back from delivering high-impact work

Requirements

• Deep expertise within a specific product design discipline plus strong foundational skills across the craft
• Experience designing complex service ecosystems that connect digital products to people, operations, or logistics
• Strong visual, UI, and interaction design skills with the ability to reason through complex flows
• Comfort designing for AI and automation-enabled experiences
• Proven track record of high-impact work that moves customer outcomes and commercial metrics
• Ability to lead through ambiguity in fast-changing environments while maintaining quality
• Strategic thinking and a collaborative, low-ego working style

Benefits and work setup

• Salary £110,000 to £125,000 plus stock options
• London office based or fully remote across the UK with ad hoc travel to London
• Flexible hours, part-time patterns supported where feasible
• Annual learning budget of £1,000 for books, training courses, and conferences
• Macbook provided plus extra kit support for fully remote workers
• Visa sponsorship and relocation support available