Senior Director of UX, Service Hub (US Remote)

We’re searching for a thoughtful, results-driven design leader to shape the future of our Service Hub product line. At $100M in annual revenue, Service Hub is HubSpot’s newest and fastest-growing "core" product lines with bold goals to help our customers. You’ll be leading and developing a growing team of product and content designers and partnering with product management, engineering, and research leaders to drive the vision for helping thousands of small/medium businesses deliver delightful and efficient service experiences to their customers. This is a fantastic opportunity to have a major impact with a team of experienced designers in a business line that is critical to HubSpot’s business strategy. We value leaders who are empathetic coaches, set a high bar of design quality, and are gifted at aligning with cross-functional partners. This leader should also have the ability to communicate and influence a large dynamic organization to help bring the team’s ideas to the world. 

What types of problems do we work on?

• Service Hub is set to deliver on bold goals in 2023 that our customers are counting on. This includes delivering brand new value and improving on the existing feature set.
• In Service Hub, you'll solve for the "underdogs of the front office" -- service teams. We want to make small teams feel big, and big teams feel small.
• Our customers need to make meaningful connections with their customers in order to grow. For customer service teams this means reaching customers more efficiently across a variety of digital channels. As design leader for Service Hub you’ll be working with your team to apply the principle of connection to consumer grade product design.
• Customer support teams expect to work efficiently to respond to their customers’ needs. As design leader you’ll inspire your team to design experiences that maximize productivity by measuring customer activation, time on task, and sentiment.
• Customer service teams need to work with marketers and sales teams to ensure seamless handoffs for customers. As UX Director of Service Hub you’ll collaborate with design leaders in Marketing Hub and Sales Hub to optimize handoff opportunities.

How do we design?

• Design at HubSpot is both grounded in experience design fundamentals and a deep belief that small autonomous teams are the best way to get excellent work in customer's hands.
• We value solving for the customer above all else
• We give each designer the responsibility and ownership to chart the course for their designs in partnership with UX, PM, engineering peers
• We respect user research and content and work cooperatively with them while designing
• We carefully lead and maintain a high-functioning, usability-centered design system and design language with our front end teammates
• We're embedded on small teams with engineers and product managers in sane sustainable ratios.

We are looking for people who:

• Have partnered with product and engineering leaders to establish business line objectives, align on an operating system, and inspire teams to execute
• Bring demonstrated success delivering intuitive products - we value consumer-grade experience quality while solving enterprise problems
• Are skilled at collaborating with teams beyond your mission to create consistency in the product experience
• Practiced in developing design leads and managers to build and retain high performing teams through clear and actionable feedback
• Have a developed sense for balancing speed, quality, and consistency of design 
• Can manage complex scenarios and drive clarity from ambiguity
• Co-create design strategy with peer leaders and designers and influence execution
• Several years of building and scaling a high-performing team of designers, leads, and managers
• Understand how to foster team health and bring a sense of mission to the product line you lead. This includes being responsible for creating a safe space for feedback, thoughtful team organization, aligning strengths to problems and providing opportunities for career growth through additional responsibility or potential impact
• Nice to have: You have experience leading design teams in the customer service space or relevant adjacent spaces, like productivity applications or omnichannel messaging tools

About UX at HubSpot

Our UX team is a passionate and diverse group of more than 250 product designers, content designers, researchers, and design ops folks who build consumer-grade experiences while solving enterprise-level problems. We’re set up to work as equal partners to our peers in product management and engineering. And we design and deliver a crafted experience to our customers by setting a high bar on ease of use. We’re investing deeply in building whole and healthy UX teams across all of our disciplines so we can better solve problems for our customers.

We involve our customers in every step of our development process. And we strive to deliver a B2B product that’s just as easy to use as the best B2C products on the market. When our customers grow, we grow, too!

Want to know more about product design at HubSpot?

• What does a product designer do at HubSpot?
• The possibilities of “and” — prioritizing usability alongside feature growth
• By the people, for the people: keeping your design system evergreen
• See all HubSpot UX blog posts

One more thing you should know…

There’s a lot of research showing how marginalized groups of people may not apply for jobs unless they meet 100% (or more!) of the qualifications. We also know that many UX folks come from backgrounds with different experiences that might not seem “standard”—and that’s okay! We really value people who bring unique perspectives and add new knowledge to our team.

But you might not feel like you “check all the boxes” as you read this job post. We get it. And we feel these things ourselves, too. But we hope you’ll apply anyway because we’ll take great care in working with you. 🧡

Cash compensation range: 280000-420000 USD Annually

This resource will help guide how we recommend thinking about the range you see. Learn more about HubSpot’s compensation philosophy from Katie Burke, HubSpot’s Chief People Officer. 

The cash compensation above includes base salary, on-target commission for employees in eligible roles, and annual bonus targets under HubSpot’s bonus plan for eligible roles. In addition to cash compensation, all HubSpotters are eligible to participate in HubSpot’s equity plan to receive restricted stock units (RSUs). Some roles may also be eligible for overtime pay. Individual compensation packages are based on a few different factors unique to each candidate, including their skills, experience, qualifications and other job-related reasons. 

We know that benefits are also an important piece of your total compensation package. To learn more about what’s included in total compensation, check out some of the benefits and perks HubSpot offersto help employees grow better. 

At HubSpot, fair compensation practices isn’t just about checking off the box for legal compliance. It’s about living out our value of transparency with our employees, candidates, and community.

We know the confidence gap and imposter syndrome can get in the way of meeting spectacular candidates, so please don’t hesitate to apply — we’d love to hear from you.

If you need assistance or an accommodation due to a disability, please email us at interviewaccommodation@hubspot.com. This information will be treated as confidential and used only for the purpose of determining an appropriate accommodation for the interview process.

Important COVID-19 Guidance (For candidates applying to roles in the United States):

Per HubSpot’s policy all employees who wish to work @office or @flex or to visit an office in-person must be fully-vaccinated. At this time, @remote employees are not required to be vaccinated. 

Germany Applicants: (m/f/d) - link to HubSpot's Career Diversity page here.

About HubSpot

HubSpot (NYSE: HUBS) is a leading customer relationship management (CRM) platform that provides software and support to help businesses grow better. We build marketing, sales, service, and website management products that start free and scale to meet our customers’ needs at any stage of growth. We’re also building a company culture that empowers people to do their best work. If that sounds like something you’d like to be part of, we’d love to hear from you.

You can find out more about our company culture in the HubSpot Culture Code, which has more than 5M views, and learn about our commitment to creating a diverse and inclusive workplace, too. Thanks to the work of every employee globally, HubSpot was named the #2 Best Place to Work on Glassdoor in 2022, and has been recognized for award-winning culture by Great Place to Work, Comparably, Fortune, Entrepreneur, Inc., and more.

Headquartered in Cambridge, Massachusetts, HubSpot was founded in 2006. Today, thousands of employees work across the globe in HubSpot offices and remotely. Visit our careers website to learn more about culture and opportunities at HubSpot. 

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