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Product Design Manager, Kustomer

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Facebook is the largest social media network, enabling over a billion users to openly connect with friends and family, share content, and discover the world.

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 This means many companies are still struggling with outdated systems that silo information and don’t work seamlessly across all modern channels.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

Facebook is proud to be an Equal Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender, gender identity, gender expression, transgender status, sexual stereotypes, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law.Facebook is committed to providing reasonable accommodations for candidates with disabilities in our recruiting process. If you need any assistance or accommodations due to a disability, please let us know at accommodations-ext@fb.com.

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Product Design Manager, Kustomer

To apply for the job click here

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Meta

Facebook is the largest social media network, enabling over a billion users to openly connect with friends and family, share content, and discover the world.

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