Director, Digital Product Design
Description
Does this position interest you? You should apply – even if you don’t match every single requirement! We're known as an auto glass company. That's the focus of what we do. But beyond the glass, we're so much more. We'll help you build a fulfilling career and encourage you to have a life. Let us be the best place you'll ever work.
A Brief Overview
The Director of Product Design will lead product designers responsible for creating digital experiences that deliver on Safelite’s promise of Easy, Fast, Done across the customer, client, and technician ecosystem. This leader will work across Safelite to define high-value problems, translate customer needs and business opportunities into high-quality product experiences, accelerate learning, and deliver measurable customer and business outcomes.
This leader will help Safelite design for the next era of digital experiences - where journeys are increasingly AI-enabled, adaptive, conversational, and connected across digital, human, and operational touchpoints. They will elevate product design as a strategic capability by strengthening how Safelite discovers, designs, tests, and scales digital experiences.
What you will do
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Own design quality and outcomes across the digital portfolio
- Lead product design across Safelite’s digital ecosystem, including:
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Consumer experiences . Safelite.com and the post-booking customer portal.
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Partner and commercial experiences . Insurance partner platforms and fleet/commercial portals.
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Associate and technician tools . The digital tools field technicians and contact center colleagues use to do their work.
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AI and agentic experiences . Conversational agents serving customers, insurance carriers, and technicians.
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Set and enforce the experience bar for interaction design, content, accessibility, and visual quality across every squad and surface.
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Translate customer insight, business strategy, and product direction into clear experience direction designers can run with.
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Make design tradeoffs based on customer impact, business value, technical feasibility, and operational reality, and make those tradeoffs visible to leadership.
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Connect design decisions to measurable outcomes: conversion, containment, self-service completion, satisfaction, and associate efficiency.
Build and lead the product design team
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Lead, coach, and develop a team of product designers across consumer, partner and commercial, associate and technician, and agentic surfaces.
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Set clear expectations for craft, product judgment, partnership, and execution. Hold the bar.
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Build team capability in discovery, experimentation, prototyping, service thinking, and AI-enabled design.
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Coach designers to use AI fluently across the product lifecycle: research synthesis, concept generation, prototyping, and iteration.
Evolve the design system into a scalable experience system
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Move Safelite’s design system beyond a reusable component library into a shared experience system that drives consistency across journeys, platforms, and touchpoints.
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Define and govern shared patterns, components, accessibility standards, and design principles used across every squad.
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Improve design-to-development handoff and implementation quality in partnership with Engineering.
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Establish the rituals, including critique, documentation, and review, that allow design quality to scale without slowing teams down.
Lead AI-enabled and adaptive experience design
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Partner with AI and Agentic product leadership to design Scarlett, Gray, and Chad as trustworthy, useful, and customer-centered experiences.
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Establish reusable AI-era UX patterns: conversational design, guided decisioning, confidence states, fallback logic, and human handoff.
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Help teams decide where AI should automate, assist, recommend, escalate, or stay out of the way.
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Translate complex agentic capabilities into simple, intuitive experiences grounded in real customer and associate needs.
- Performs other duties as assigned
- Complies with all policies and standards
Education Qualifications
- Bachelor's Degree Human Factors, UX Design, Communication Design or related field Required
Experience Qualifications
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We’re looking for a product leader who has shipped inside fast-moving, product-led organizations, and who is energized by helping a company evolve toward that model.
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Consumer-facing digital experiences in service businesses. You’ve designed for journeys where customers move between digital, human, and operational touchpoints, where the digital experience is the front door to a real-world service.
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Design system evolution. You’ve taken a design system from a component library to a scalable experience system that drives consistency across many products and teams. You know what good looks like at each stage of maturity.
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AI-enabled or conversational experiences. You’ve shipped product with conversational interfaces, agents, personalization, intelligent decisioning, or adaptive flows. You understand designing for trust, uncertainty, and handoff.
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Strong fits include marketplace and on-demand platforms, omnichannel retail, travel and hospitality, service marketplaces, and home services and modern auto. These are businesses where digital demand connects to real-world service delivery. AI-native product companies are also a strong fit.
Required Qualifications
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8+ years of product design, UX design, interaction design, or service design experience.
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3+ years leading or managing product designers, with demonstrated ability to raise the craft bar across a team.
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Strong portfolio showing customer-facing digital products across web, mobile, and responsive surfaces, with measurable customer and business impact.
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Hands-on use of digital analytics platforms (Quantum Metric, Heap, Amplitude, FullStory , or similar). You run your own analysis and form your own point of view from the data.
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Expert-level fluency in Figma, including components, variants, auto-layout, and design system contribution.
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Demonstrated fluency using AI across the product lifecycle: strategy development, discovery, customer signal, research synthesis, prototyping, and testing. Fluent with tools like Claude, Claude Code, Claude Design, ChatGPT, Cursor, Lovable, and Figma Make.
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Experience evolving or scaling a design system across multiple products and teams.
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Strong product partnership skills. You operate alongside PM and Engineering as a peer, not downstream.
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Ability to connect design decisions to customer outcomes and business metrics.
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Strong written and verbal communication . Ability to operate in ambiguity and bring structure to complex experience problems.
Preferred Qualifications
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Experience designing for both customer-facing and associate-facing digital products.
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Experience with conversational AI, agent-assisted workflows, or adaptive personalization at scale.
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Familiarity with experimentation, A/B testing, and synthetic or predictive testing approaches.
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Experience designing across digital, human, and physical service moments.
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Ability to create functional or semi-functional prototypes using AI-enabled and low-code tools.
Skills and Abilities
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- Design Craft & Quality. Sets and holds a high bar for interaction design, content, accessibility, and visual quality.
- Customer & Journey Thinking. Understands the end-to-end journey and identifies the moments that matter.
- Product Partnership. Operates with PM and Engineering as a peer, shaping problem definition and outcomes.
- Team Development. Coaches designers to grow their craft, judgment, and influence.
- Design Systems Leadership. Scales design quality through systems, patterns, rituals, and standards.
- AI & Emerging Experience Fluency. Designs for trust, uncertainty, automation, and human handoff in AI-enabled products.
- Cross-Functional Influence. Aligns st