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Salary: USD 150,000 - 185,000 / annual
Gladly is a customer experience AI platform trusted by major brands like Crate & Barrel, Breeze Airways, and Ulta Beauty. The company has powered 450M+ conversations globally and delivered $510M+ in cumulative cost savings for customers.
You will own end-to-end product design for the Agent Harness—the part of Gladly's platform where teams build, test, launch, monitor, and improve AI agents. Your work spans two sides: (1) the agent itself and the channels it operates across, helping AI handle more conversations end-to-end without human intervention; and (2) customer-facing reporting, simulations, and configuration tools that enable brands to improve their own agents and drive revenue and resolutions.
This is a generalist role where range matters more than depth. In a given week, you might design an evaluation review workflow, prototype an agent-steering interaction, refine design system components used across teams, and review UI shipped without a designer's direct involvement. Much of Gladly's product surface is now built with AI-assisted tools by engineers and PMs, so a core responsibility is setting and elevating the quality bar for interfaces you didn't author—through the design system, through review, and through taste.
Key responsibilities include:
- End-to-end product design for the Agent Harness: research, flows, interaction design, and visual design for configuration, steering, and evaluation tools
- Ownership of the shared design library: components, patterns, and guidelines that maintain quality across all teams, including those shipping UI without a dedicated designer
- Direction on undefined problems: identifying the real problem in ambiguous product areas and giving teams concrete direction
- Design quality oversight across product areas, including reviewing and elevating AI-generated and engineer-built UI
- Prototyping as a first-class tool: building working prototypes quickly with AI-assisted tooling to test ideas with users and align teams before production code
- Shaping design practice: influencing critique rituals, review norms, and craft standards
This is a senior individual contributor role reporting to the Head of Product—not a people-management position. You'll work with thoughtful problem-solvers who dig into problems before proposing fixes, make their case clearly, and hold strong opinions loosely. The best work has multiple minds in it, so the team values designers who seek out others' ideas.
REQUIREMENTS:
- Strong generalist portfolio spanning complex workflow tools, systems thinking, and polished visual craft, ideally including AI product surfaces such as conversational interfaces, agent configuration and oversight tools, or evaluation/observability dashboards
- Fluency with AI-assisted prototyping and design tooling as part of daily workflow (idea to working prototype in hours) and a clear point of view on where AI accelerates design work and where human judgment is essential
- Experience designing for AI-native products: interfaces where system behavior is probabilistic, where trust and steering matter, and where design addresses legibility and control as much as pixels
- Comfort operating as design owner for surfaces you didn't personally build: giving crisp, actionable feedback, encoding standards into reusable systems, and raising the bar without becoming a bottleneck
- Demonstrated senior-IC judgment: scoping your own work, making progress before problems are fully defined, carrying multiple product areas simultaneously, and operating with minimal oversight
