Service Design Manager

We’re looking for a Service Design Manager on our Business Operations team. Service Design Managers are experienced and collaborative leaders in the service design function. They connect with strategic partners to work collaboratively on a wide range of projects, and use human-centered and participatory design methods to facilitate business process improvement and new service design efforts. They play a key role in developing tools and resources for building the service design, process mapping and journey mapping capability across the organization, and in educating and empowering service teams to adopt new methods and mindsets.

With several home-grown and off-the-shelf technology services critical to our success as a business, we in Business Operations have our work cut out for us. Because of this, our team has to not only dig into specific projects but also scale service design practices and mindset to the rest of the organization. This means you would not only get to sink your teeth into doing service design, but also teach, evangelize, and mentor others.

You’ll collaborate with stakeholders across the business including representatives from rev ops, finance, people ops, product management, product design, engineering and other strategic partners throughout discovery to identify and clearly articulate existing processes, user problems, brainstorm solutions, and take a service-first approach to designing the solution and future. You’ll facilitate and lead workshops and brainstorming sessions around service-first initiatives to propose informed, strategic service recommendations. This role reports to the VP of Design.

Here are some things you can anticipate doing in this role:

• Advise and collaborate with teams in solving complex problems or issues regarding management, processes, and business systems.
• Identify and raise awareness of opportunities to improve processes.
• Conduct qualitative design research using ethnographic and participatory methods.
• Collaborate with a diverse group of roles in kickoffs, refinements and sprint planning meetings to forecast, brainstorm and size upcoming projects.
• Coordinate communication between partners in all areas of the company to make sure we consistently use the same language to refer to the same concepts in all our communications.
• Find, implement and share industry best practices to keep pushing the company to stay on top of the latest methods in service strategy and design.
• Create service design instructional materials, trainings, and toolkits
• Create case studies of completed work and share broadly to demonstrate the value of including service design and process mapping in the problem solving process.
• Participate in design team critiques, advising and mentoring other specialists from a service design perspective.
• Lead and facilitate a group of designers through problem solving, career growth, and process-driven design.
• Coordinate with other design leaders to recruit, hire, nurture, and retain a team of 20+ designers.
• Successfully challenge your top performers and decisively support your lowest. You coach with great care and ensure their overall happiness.

You Will:

• Have experience in core service design methods and processes and an intrinsic passion for making things better.
• Have depth of experience in at least one practice area (user experience, design research, service design, design strategy).
• Are passionate for identifying and solving real business problems and think holistically about business processes and their upstream and downstream impact.
• Are comfortable in a fast-paced and cross functional environment with multiple stakeholders, supporting colleagues in multiple product areas.
• Excel in giving and receiving respectfully blunt feedback and critique.
• Clearly communicate, collaborate, and envision service concepts and ideas to team members and partners, using your set of methods & tools that illustrate all the components and touch-points of the service.
• Easily navigate ambiguity and break down complex problems; you have a big-picture view and can align teams to get there.

• Have examples of times you have managed high-profile projects and made significant business impact.
• Are not afraid to ship small, quick experiments to validate or invalidate your assumptions and opinions.