Software Development · 107 people
Senior Product Designer
Posted 14 Oct
What’s this role about? You will own the end-to-end design of a product vertical, collaborating with product, engineering, and MSP partners to shape features from problem framing to final polish. You are responsible for setting the quality bar, conducting user research, and designing complex workflows that integrate AI agents into the user experience.
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Company
About thread Thread offers an efficient, AI-powered workspace—including chat, inboxing, automations, and AI—to enable MSPs to be real strategic partners as an AI Service Desk. Customers get help when and where they want it without unsatisfying processes and frustrating resolution times; MSPs can support more requests and provide true value rather than being bogged down by phone calls, broken processes, and complex tech stacks.
thread
Thread seamlessly connects MSPs and their clients in the apps they use every day, enabling service magic ✨
Responsibilities
- Design at Thread is part of how the product gets decided, not a coat of paint at
- the end. The people judging our work are technicians answering calls and
- clearing queues all day, so every detail is felt.
- We're looking for a Senior Product Designer to own a product surface end to end,
- shaping what gets built, not just how it looks. You'll report to the Head of
- Product & Design and work side by side with product, engineering and our MSP
- partners from planning through release.
- You'll set the quality bar for your area and take work from an ambiguous problem
- to polished, shipped detail. Much of it has no pattern to copy yet: how an agent
- shows what it did, when it hands off to a person, how an MSP stays in control.
- We move fast, and we use AI to help us get there without lowering the bar on
- craft.
- You won't arrive an expert in MSPs, every tool or every phase of the work, and
- that's fine. What matters is a strong appetite to learn, the humility to take
- hard feedback well, and the skill to give it. You'll work with people from very
- different backgrounds, from support technicians to engineers to MSP owners, and
- get the best out of all of them.
- pixel-level polish.
- Set and hold the visual and interaction quality bar for your area.
- scoping through release.
- Lead research with MSP partners: interviews, usability sessions and ongoing
- conversations.
- priorities.
- Design for agentic AI: what agents did and why, when they check in first, and
- how work passes between AI and people.
- Make dense, multi-system workflows (tickets, SLAs, PSA sync, Teams and Slack)
- feel simple and fast.
- Build working prototypes, including with AI agents, to test ideas with MSPs
- before committing engineering time.
- Be a craft reference: bring in industry best practices and raise the team's
- bar.
- Bring the user's view into business decisions with sales, customer success
- and leadership.
- Shape a generous design culture through critique, mentoring and our design
- system.
Qualification
Required
- 6+ years shipping digital products, including complex, workflow-heavy B2B
- software.
- Range across UX, UI and research: you run the interviews and push the pixels.
- Exceptional visual and interaction craft: you can build nearly anything, and
- the details are right.
- AI agents help you move faster without replacing your craft or judgment, and
- you can explain what they changed in your process.
- automation should check in first.
- A track record of influencing (and sometimes owning) roadmap decisions, tied
- to business outcomes and metrics.
- You thrive in a fast-paced startup and adapt to shifting priorities.
- Clear, persuasive presentation of your work, in writing, in the room and on
- the canvas.
Preferred
- You ship your own code, or have worked as a design engineer.
- Experience with IT, MSP or ITSM tooling, or PSAs like ConnectWise, Autotask
- and HaloPSA.
- Shipped LLM-powered, conversational or voice experiences.
- Designed for Microsoft Teams, Slack or other chat platforms.
- You've run beta or early-access programs with customers.
- We're a small team with outsized impact: designers sit in the room where product
- strategy is set, talk to customers every week, and see their work used by
- thousands of technicians. We value clear writing, fast iteration and honest
- critique.
Interested in this role?
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