Experience Design Manager - Jira Service Management

Working at Atlassian
Atlassians can choose where they work - whether in an office, from home, or a combination of the two. That way, Atlassians have more control over supporting their family, personal goals, and other priorities. We can hire people in any country where we have a legal entity. Interviews and onboarding are conducted virtually, a part of being a distributed-first company.
Atlassian customers seek new ways to offer support services beyond the traditional emails and portals. They want experiences that proactively remove the mundane and celebrate a more human side to service management. We're unleashing the potential of service teams by leveraging the power of AI to create seamless support experiences for our customers.
Sound interesting? Well, if you have deep customer empathy, love solving hard problems and excel at variety, this is your role! We are looking for an Experience Design Manager to join a fast-growing team. You'll foster and grow design talent, and be a coach, a mentor, a partner to spar work with and a sounding board when things get tough. You will also help shape the future by defining product strategy alongside product and engineering.
What you'll do

• Lead and inspire product and content designers, helping them do the best work of their lives.
• Be a strategic partner, collaborating with design leadership to guide our product vision.
• Partner with engineering and product management to define the strategy and goals for your org
• Steer the strategic design direction and help folks break it down into deliverable pieces.
• Lead team members in creating user-centric experiences with meaningful feedback loops.
• Encourage the use of data and research insights to test and improve user experiences.
• Set new craft quality standards across design and content creation processes.
• Help nurture and grow careers, craft mastery, work quality and team harmony.
• You'll report to the Head of Design for IT Services.

Your background

• Multiple years of experience having managed a cross-craft design team
• Have 5+ years of experience planning and then delivering user-centric experiences autonomously.
• Show great facilitation experience collaborating with other functions, primarily engineering and product management.
• Bring story telling to the fore.
• Develop a high degree of influence with all kinds of internal partners, including senior leadership.
• Be a self-starter with an eye for simple solutions and the ability to step into the customer's shoes.
• A passion for making people better by supporting and guiding a team in constructive ways that encourage, energize, and increase their quality of work.
• A hunger to learn and evolve in all aspects of design, product and leadership.
• Provide teams with mentorship, leadership, and support necessary to ensure that they're able to accomplish their goals.

And ideally, we'd hope you'd:

• Show examples of having led a cross-craft project that delivered measurable improvement to users.
• Have a passion for driving teams towards amazing solutions that balance customer/business needs.
• Have experience leading product or content designers across multiple/concurrent streams of work.
• Recognize content to be a powerful and essential part of a customer's end-to-end journey.

Our perks & benefits
Atlassian offers a variety of perks and benefits to support you, your family and to help you engage with your local community. Our offerings include health coverage, paid volunteer days, wellness resources, and so much more. Visit go.atlassian.com/perksandbenefits to learn more.
About Atlassian
At Atlassian, we're motivated by a common goal: to unleash the potential of every team. Our software products help teams all over the planet and our solutions are designed for all types of work. Team collaboration through our tools makes what may be impossible alone, possible together.
We believe that the unique contributions of all Atlassians create our success. To ensure that our products and culture continue to incorporate everyone's perspectives and experience, we never discriminate based on race, religion, national origin, gender identity or expression, sexual orientation, age, or marital, veteran, or disability status. All your information will be kept confidential according to EEO guidelines.
To provide you the best experience, we can support with accommodations or adjustments at any stage of the recruitment process. Simply inform our Recruitment team during your conversation with them.
To learn more about our culture and hiring process, visit go.atlassian.com/crh .