Senior Product Designer

thread•New York, NY

27d

About The Position

Thread is hiring a Senior Product Designer to own a product surface end to end and help shape what gets built. Design is involved in product decisions throughout development, with a focus on the needs of technicians who answer calls and manage queues. The designer will report to the Head of Product & Design and collaborate with product, engineering, and MSP partners from planning through release. The role involves taking ambiguous problems through to polished, shipped work, including designing new patterns for AI agent actions, human handoffs, and MSP control. The designer will set the quality bar for their area and use AI to accelerate work while maintaining craft. They will learn from and collaborate with people across support, engineering, and MSP ownership, using feedback and research to improve the product. Thread describes itself as a small team where designers contribute to product strategy, speak with customers every week, and see their work used by thousands of technicians. The team values clear writing, fast iteration, and honest critique.

Requirements

At least 6 years of experience shipping digital products, including complex, workflow-heavy B2B software.
Range across UX, UI, and research, including conducting interviews and producing polished visual designs.
Exceptional visual and interaction craft, with strong attention to detail.
Ability to use AI agents to move faster without replacing craft or judgment, and to explain how they changed the candidate's process.
A point of view on designing for AI, including trust, explainability, and when automation should check in first.
A track record of influencing and sometimes owning roadmap decisions, tied to business outcomes and metrics.
Ability to thrive in a fast-paced startup and adapt to shifting priorities.
Clear, persuasive presentation skills in writing, in person, and on the canvas.
Strong appetite to learn, humility in receiving and giving difficult feedback, and ability to work with people from varied backgrounds.

Nice To Haves

Ability to ship code or experience working as a design engineer.
Experience with IT, MSP, or ITSM tooling, or PSAs such as ConnectWise, Autotask, and HaloPSA.
Experience shipping LLM-powered, conversational, or voice experiences.
Experience designing for Microsoft Teams, Slack, or other chat platforms.
Experience running customer beta or early-access programs.

Responsibilities

Own the design of a product vertical from problem framing through pixel-level polish.
Set and maintain the visual and interaction quality bar for the area.
Shape product decisions with product, engineering, and MSP partners from scoping through release.
Lead research with MSP partners, including interviews, usability sessions, and ongoing conversations.
Translate feedback from partners, customer success, and analytics into clear priorities.
Design agentic AI experiences, including communicating agent actions and reasoning, deciding when agents should check in, and supporting handoffs between AI and people.
Make dense, multi-system workflows involving tickets, SLAs, PSA sync, Teams, and Slack feel simple and fast.
Build working prototypes, including with AI agents, to test ideas with MSPs before committing engineering time.
Bring industry best practices to the team and raise its craft bar.
Represent the user's perspective in business decisions with sales, customer success, and leadership.
Contribute to a generous design culture through critique, mentoring, and the design system.