Senior Product Designer

Company Description

Thread provides an AI-powered workspace designed to empower Managed Service Providers (MSPs) as an AI Service Desk. By integrating chat, inboxing, automations, and AI, Thread ensures customers receive seamless support with fewer delays and frustrations. MSPs benefit from streamlined processes that allow them to focus on delivering strategic value, rather than being bogged down by inefficient systems. With Thread, businesses can efficiently handle more requests while improving customer satisfaction through innovative solutions.

The role

Design at Thread is part of how the product gets decided, not a coat of paint at the end. The people judging our work are technicians answering calls and clearing queues all day, so every detail is felt.

We're looking for a Senior Product Designer to own a product surface end to end, shaping what gets built, not just how it looks. You'll report to the Head of Product & Design and work side by side with product, engineering and our MSP partners from planning through release.

You’ll set the quality bar for your area and take work from an ambiguous problem to polished, shipped detail. Much of it has no pattern to copy yet: how an agent shows what it did, when it hands off to a person, how an MSP stays in control. We move fast, and we use AI to help us get there without lowering the bar on craft.

You won't arrive an expert in MSPs, every tool or every phase of the work, and that's fine. What matters is a strong appetite to learn, the humility to take hard feedback well, and the skill to give it. You'll work with people from very different backgrounds, from support technicians to engineers to MSP owners, and get the best out of all of them.

What you'll do

• Own the design of your product vertical from problem framing through pixel-level polish.
• Set and hold the visual and interaction quality bar for your area.
• Shape what gets built with product, engineering and MSP partners, from scoping through release.
• Lead research with MSP partners: interviews, usability sessions and ongoing conversations.
• Turn feedback from partners, customer success and analytics into clear priorities.
• Design for agentic AI: what agents did and why, when they check in first, and how work passes between AI and people.
• Make dense, multi-system workflows (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.
• Be a craft reference: bring in industry best practices and raise the team's bar.
• Bring the user’s view into business decisions with sales, customer success and leadership.
• Shape a generous design culture through critique, mentoring and our design system.

What you bring

• 6+ years shipping digital products, including complex, workflow-heavy B2B software.
• Range across UX, UI and research: you run the interviews and push the pixels.
• Exceptional visual and interaction craft: you can build nearly anything, and the details are right.
• AI agents help you move faster without replacing your craft or judgment, and you can explain what they changed in your process.
• A point of view on designing for AI: 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.
• You thrive in a fast-paced startup and adapt to shifting priorities.
• Clear, persuasive presentation of your work, in writing, in the room and on the canvas.

Nice to have

• You ship your own code, or have worked as a design engineer.
• Experience with IT, MSP or ITSM tooling, or PSAs like ConnectWise, Autotask and HaloPSA.
• Shipped LLM-powered, conversational or voice experiences.
• Designed for Microsoft Teams, Slack or other chat platforms.
• You've run beta or early-access programs with customers.

How we work

We're a small team with outsized impact: designers sit in the room where product strategy is set, talk to customers every week, and see their work used by thousands of technicians. We value clear writing, fast iteration and honest critique.