Product Design Manager, Kustomer

Product Design Manager, Kustomer
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Kustomer – now part of Meta – helps businesses grow by delivering exceptional customer service as an Omnichannel CRM tool. As a SaaS solution, Kustomer enables fast, personalized, and efficient customer and agent experiences using complete customer visibility, seamless omnichannel conversations, intelligent automation and easy, no-code customization to adapt to change. High quality customer service is essential for businesses throughout the world. Every company must communicate with customers, not only to solve their problems, but also to build lasting customer relationships. Legacy customer service tools were built to manage cases, not customers. This means many companies are still struggling with outdated systems that silo information and don't work seamlessly across all modern channels. The end result is poor experiences for both customers and the support agents who serve them. Kustomer aims to create phenomenal support experiences by providing teams with a modern CRM platform. The Kustomer product works seamlessly across every major channel (social messaging products, email, phone, SMS), incorporates all information a company knows about their customers into a single interface, and provides an intelligent platform that can be customized for any business. As one of the newest parts of Meta, we need to grow our design team in order to help us evolve our product to scale up for thousands of businesses across the globe. We’re a team that still functions like a fast-growing startup, embracing the Meta values of Move Fast and Build Awesome Things By joining the team, you’ll be a part of setting the foundation for the next decade of impact as the product continues to grow as an essential tool for customer-focused businesses. Kustomer is looking for a Product Design Leader with exceptional design, communication and people management skills. As a Product Design Leader, you will lead and manage teams to ensure our products and features are valuable for end-customers and support teams, easy to use, and of the highest level of craft and execution. In this role, you'll be a foundational member on the product leadership team, working together with your counterparts in PM, engineering, data science, and other disciplines to define the strategy, operations, and communications that guide the team to build great products addressing real user needs. You will be expected to utilize your full range of people management skills, product strategy, product design, interaction design and visual design skills.
Product Design Manager, Kustomer Responsibilities
  • Build and manage a talented, diverse, inclusive team of product designers and leaders that consistently delivers on projects and is well-balanced across a range of design skill sets
  • Responsible for overall team performance and health, resource allocation, project prioritization, and building a culture of design excellence
  • Define, craft and evolve Kustomer’s visual design system
  • Lead and oversee the user experience of our product in partnership with product managers, engineers, UX researchers and content designers
  • Take broad, conceptual ideas and turn them into useful and valuable features for hundreds of millions of end-customers being helped from our software around the world
  • Contribute to strategic decisions around the future direction of Kustomer’s design as we integrate to the Meta product ecosystem
  • Cultivate a healthy design process for the team, and be a key contributor to your organization's product strategy
  • Effectively communicate your team's product goals (both within the team and outside the team), and connect related projects across the company so that problems or joint decisions can be resolved quickly
  • May involve handling sensitive personal data
Minimum Qualifications
  • 4+ years of experience in Product Design
  • 4+ years of design leadership experience with direct reports under your guidance and leadership
  • 4+ years of experience working collaboratively with product, engineering, design, content and user research teams
  • Experience building and shipping applications or software across a variety of platforms
  • Experience leading product direction and strategic thinking with the experience developing product goals, identify opportunities, and make decisions based on the impact to people and the company
  • Experience representing work to a broader product team and other leaders, clearly and succinctly articulating the goals and concepts
Preferred Qualifications
  • Experience designing B2B/SaaS Software
  • Experience with delivering 0-1 products from concept stages to launch
  • Experience working on large scale, complex, ambiguous projects across multiple teams
  • Experience managing managers
Locations
About Meta
Meta builds technologies that help people connect, find communities, and grow businesses. When Facebook launched in 2004, it changed the way people connect. Apps like Messenger, Instagram and WhatsApp further empowered billions around the world. Now, Meta is moving beyond 2D screens toward immersive experiences like augmented and virtual reality to help build the next evolution in social technology. People who choose to build their careers by building with us at Meta help shape a future that will take us beyond what digital connection makes possible today—beyond the constraints of screens, the limits of distance, and even the rules of physics.
Meta is committed to providing reasonable support (called accommodations) in our recruiting processes for candidates with disabilities, long term conditions, mental health conditions or sincerely held religious beliefs, or who are neurodivergent or require pregnancy-related support. If you need support, please reach out to accommodations-ext@fb.com.
(Colorado only*) Estimated salary of $230,000/year + bonus + equity + benefits
*Note: Disclosure as required by sb19-085(8-5-20)
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