Playvox

Seniority level: Senior

Employment type: WFH - Full Time

Country: Colombia Remote

Playvox provides workforce engagement management software that helps customer support teams improve customer experience and agent engagement. Its omnichannel platform integrates data from the leading cloud-based vendors such as Zendesk, Salesforce, Kustomer, Talkdesk, and Five9. It turns customer and support agent data into an easily digestible dashboard for quality assurance managers to review customer interactions and provide coaching to improve customer experience and agent satisfaction.

Based in Manizales, Colombia and with offices in Silicon Valley, we are hiring people who want to share our values and have fun with this group of highly talented professionals across all disciplines and experience levels.

Role description overview

Playvox is seeking a Product Design Manager, fearless leader, empathetic coach and unapologetic geek, with proven experience promoting and applying User-Centric design in different industries, preferably in startups or high-growth companies. The ideal candidate should have a strong understanding and application of UX Process and User Researcher methodologies; be up-to-date with current research and design trends in the tech industry; have experience delivering high-level product design; and be able to balance the interaction between the user, the technology, and the business in order to carry out the company's vision.

What You'll do

Act as the “voice of the user”, advocating for user needs and challenges across the company and creating a best-in-class user experience.

Coach, manage, inspire and train a team of UX designers. Provide direction, monitor work quality and update the team with new knowledge, tools and digital-industry trends.

Execute against the company’s UX strategy, measure progress and iterate as needed.

Lead initiatives to increase UX team maturity, create KPIs and metrics that track team progress against objectives, and evangelize UX across the company.

Reinforce and deepen Playvox’s user-centric design culture by initiating user research programs.

Serve as a strategic partner to product, customer success, marketing and engineering leadership to meet customer and user needs.

Prioritize outcomes over outputs during product roadmap and release planning.

Conduct user interviews with English-speaking customers and internal stakeholders in the U.S. and Australia.

What You'll Need

3+ years of demonstrable experience leading a team of user experience designers.

6+ years of experience working in UX and/or Product Design.

2+ years working on UX projects in an Agile development environment.

Experience with enterprise design in B2B, SaaS companies.

Proven experience planning and conducting user research and converting it into solutions.

General knowledge of UX design tools.

C1 English proficiency.

What is a big plus:

Experience in change management and applying UX processes in fast-growing companies.

Previous experience creating and implementing design systems cross platforms.

Front-end development experience

Experience as a trainer and teacher.

Experience working with cross-cultural teams.

Deep knowledge of Figma.

What we value in our team

Flexibility, adaptability and transparency to manage complexity.

Curiosity, familiarity and conversational approaches to product and company challenges.

Great negotiation and organization skills.

Humility, openness and no fear of failure.

Passion for the field.

Pragmatism.

Playvox is committed to creating an inclusive employee experience for all. We firmly believe that diversity is how we achieve our mission and grow our business.