Overview
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Job Details
Service & Product Design Manager I
Charlotte, NC (Hybrid 3 days in office)
6 Months Contract-to-hire
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About the Role
We re hiring a Service & Product Design Manager to lead design efforts across a suite of complex tools. These tools power the backbone of our food operations, ranging from purchasing, planning and recipe standardization to vendor integration and order management.
Design is a new capability we are building within this group. We re looking for someone with experience spanning from Service Design to Product Design, equally comfortable thinking in and mapping different systems for dependencies and more importantly, able to translate them into actual UX/UI Designs for production. Your primary role is to understand the users, the context they are using it for, their jobs-to-be-done and how they impact operations. You will work with your peers to define user experiences that are as functional as they are thoughtful.
This is a hybrid role that requires both strategic thinking and hands on tactical execution for delivery. You ll lead discovery, co-create future-state journeys for collaboration, and create intuitive UI solutions that meet real-world operational needs all while collaborating closely with Product, Engineering, and Business stakeholders.
What You Will Do
Lead end-to-end Service Design (20 to 30%) to Product Design (70% to 80%) efforts across our suite of products.
Guide ecosystem-level mapping, current-state and future-state journey design, and create UX/UI designs that helps users accomplish their tasks.
Identify system dependencies, data flows, and user pain points
Translate research and operational insights into lo-fi user journeys and ultimately, intuitive product experiences
Collaborate with internal operators, subject matter experts, and users to deeply understand pain points and workflows
Work closely with Product and Engineering to align on problems-to-solve, and features to design for, that meets user and business needs
Provide direct coaching and mentorship to 1 3 designers, and foster design excellence through feedback and critique
Facilitate workshops with cross-functional teams to drive alignment
Translate high-level service designs into hands-on UI work in Figma
Document and communicate design decisions clearly and persuasively to stakeholders
You ll Thrive Here If You
Are energized by operational complexity and motivated to create clarity through design
Can move seamlessly between strategic systems thinking and hands-on design execution
Take a human-centered approach to solving business and technical problems
Balance delivery with long-term vision, and can adapt as product needs evolve
Are collaborative, curious, and care about the impact of your work on real people
Required Experience
7+ years of experience in Product, UX, or Service Design, with at least 1 2 years in a design leadership or management role
Track record of working in or designing for operations-heavy environments (e.g., supply chain, inventory, food tech, logistics)
Strong product thinking comfortable navigating between user needs, business logic, and system architecture
Experience leading design efforts on enterprise platforms or SaaS products with complex workflows
Proficiency in Figma and service design toolkits (journey mapping, blueprints, etc.)
Ability to lead user research, including field observations, stakeholder interviews, and usability testing
Experience facilitating design reviews, retros, and collaborative workshops
Familiarity with complex ERP (ideally in SAP) or Enterprise SaaS tools is a strong plus
Bonus:
Experience coaching designers or contributing to team structure and design process