The Senior Manager of UX will be responsible for leading UX design and execution for the Order Fulfillment domain in our Marketplace platform. This role requires a deep understanding of user-centered design principles, strong leadership skills, and the ability to collaborate effectively with cross-functional teams. The ideal candidate will have experience in multi-sided marketplaces, service design, or tech platforms with a strong operational component.

As the Senior Manager of UX, you will oversee the end-to-end user experience design process, from research and concept development to design execution and usability testing. You will mentor and grow a team of 3-5 UX designers, ensuring that they have the tools and support they need to succeed. This is a partial player-coach role, where you will be expected to contribute design artifacts alongside the team as needed.

We're looking for an experienced people manager. Someone who’s skill in career development, performance management, and team coaching are almost second nature. The scope of responsibility includes helping interpret and map existing manual processes to identify opportunities for automation, simplification, and efficiency. A background in service design is highly valuable.

Team Values:

• We support each other’s success. We take it as both an individual and a team responsibility to foster an environment of support and learning. We are resources to each other; we share knowledge regularly, share feedback freely, and coach each other as peers. We support each other through challenging situations, pick each other up when we make mistakes, and celebrate our wins together.
• We take the time to understand and listen to each other. We create space for people to offer different (and sometimes differing) perspectives, and incorporate that into our decision-making. We look to highlight our individual strengths and find ways to incorporate them into our research practice.
• We are flexible. We have the flexibility to approach our work using the techniques and methods appropriate to the problem at hand. At the same time, we can rely on the systems and guidelines that we’ve developed to feel more confident that their decisions fit within our strategic direction.
• We are collaborative. We gather perspectives from our customers, our stakeholders, and our colleagues to help make informed decisions about the direction of our experience. We have a seat at the table, and we use it to facilitate richer discussions about our customer’s needs.

Key Responsibilities:

• Help execute on the UX design strategy and vision, ensuring alignment with overall business goals and product strategies.
• Manage, mentor, and inspire a team of 3-5 UX designers, providing guidance on best practices, design processes, and career development.
• Collaborate closely with product managers, developers, and other stakeholders to define and prioritize user experience initiatives.
• Oversee the creation of customer journey maps, wireframes, prototypes, and high-fidelity designs that address user needs and business objectives.
• Facilitate user research and usability testing efforts to gather insights and validate design decisions.
• Ensure that UX design solutions are scalable, accessible, and aligned with product guidelines.
• Advocate for user-centered design principles across the organization, promoting the importance of UX in achieving business success.
• Manage multiple projects simultaneously, ensuring timely delivery of high-quality UX solutions.
• Collaborate with the development team to ensure that designs are implemented accurately and meet user experience goals.

Qualifications:

• 8+ years of experience in UX design, with at least 3 years in a people management role.
• Compelling leadership profile or design portfolio demonstrating a deep understanding of UX design principles, processes, and best practices.
• Proven experience leading UX design projects from concept to completion, including user research, wireframing, prototyping, and usability testing.
• Expertise in UX design tools, especially Figma.
• Excellent communication and collaboration skills, with the ability to effectively convey design concepts and decisions to both technical and non-technical stakeholders.
• Strong leadership skills, with a track record of mentoring and developing design talent.
• Familiarity with front-end technologies (e.g., HTML, CSS, JavaScript) and how they impact UX design.
• Must be a US Citizen, GC Holder, or permanent resident (ITAR)

Preferred Qualifications:

• Experience in service design, especially marketplaces with a large operations component.
• Experience leading or maintaining design systems and component libraries.
• Experience leading design for complex enterprise applications or internal-facing operations and fulfillment systems.
• Knowledge of accessibility standards and best practices (e.g., WCAG).
• Bachelor’s or Master’s degree in User Experience Design, Interaction Design, Human-Computer Interaction, or a related field.

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