Product Design Director

SysAid is a global B2B SaaS company transforming how IT teams deliver service and value. Our product is used by thousands of organizations worldwide and powers mission-critical workflows for IT professionals. AI is a core part of SysAid’s product strategy, enabling smarter automation, proactive insights, and more intuitive user experiences at scale. This focus on intelligent, design-led innovation positions SysAid as a category leader in the ITSM and ESM market and places us at the top of Gartner’s Magic Quadrant. We are on a journey to elevate our product experience to new levels of usability, coherence, and scale - and design plays a central role in that mission.

We believe in ownership, clarity, and impact. We value leaders who can think strategically, collaborate deeply, and bring clarity to complex problems.

We are now looking for an exceptional Product Design Director to lead our Product Design organization and define the next generation of SysAid’s user experience.

What You’ll Be Doing

• Lead the entire Product Design org, managing four Product Designers and one Content Writer while partnering closely with Product, Engineering, and Research.
• Own SysAid’s UX strategy, vision, and north-star experience, setting a clear long-term direction for a complex enterprise product with multiple modules and workflows.
• Build, evolve, and govern SysAid’s design system, UX patterns, and quality standards, ensuring a coherent and modern product experience across all surfaces.
• Partner with Product leadership to drive PLG-focused UX, improving onboarding, activation, time-to-value, and the full self-serve experience.
• Develop a deep understanding of SysAid’s user persona - IT teams with complex workflows - and translate that understanding into high-impact UX improvements across the product.
• Work closely with Product, Engineering, and other cross-functional leaders to prioritize UX investments, influence product strategy, and ensure design impact on key user and business outcomes.
• Mentor, coach, and grow designers at all levels, building a high-performing, collaborative, user-centered design culture.
• Establish and evolve clear design processes, reviews, and research rituals to support quality, alignment, and fast learning cycles.
• Balance strategic vision with hands-on leadership, ensuring the team executes with clarity, craft, and measurable impact.
  
  

• 10+ years of experience in Product Design for B2B SaaS products, including significant work on complex, technical, or enterprise systems.
• 5+ years leading a design team as the most senior position in the company or owning a major product experience - including hiring, mentoring, and managing designers.
• Proven experience creating PLG-driven UX, including onboarding, activation, self-serve conversion, and friction reduction.
• Strong track record in defining or scaling design systems and driving consistency and quality across large-scale products.
• Experience with AI-driven UX, automation workflows, or complex configuration systems, with an understanding of trust, transparency, and user control.
• Strong understanding of current AI capabilities and trends, and the ability to apply that understanding to product design decisions, user experience strategy.
• Ability to work cross-functionally with PM, Engineering, and GTM teams to influence product direction and drive alignment.
• Excellent communication skills with the ability to simplify complexity and tell clear, compelling UX and product stories.
• Portfolio demonstrating end-to-end problem solving, including research insights, iterations, decision-making, and measurable impact on users and the business.
  
  

• Experience in ITSM, IT workflows, or other highly technical domains.
• Experience leading or contributing to the modernization of legacy products into best-in-class user experiences.
• Background collaborating closely with or helping scale, UX Research practices.
• Experience applying AI tools or practices within product design workflows, such as discovery, ideation, prototyping, validation, or design operations.
• Experience defining patterns or principles for how AI is introduced, communicated, and controlled within a product experience.