Senior Product Designer (AI Platform)

Join Gladly, a customer service platform that prioritizes human connection. As a Senior Product Designer, you will own the product design for the Agent Harness, an AI platform that helps teams build, test, launch, monitor, and improve AI agents. Your role will involve end-to-end product design, maintaining a shared design library, providing direction on undefined problems, ensuring design quality across product areas, and using prototyping as a key design tool. You will also have a significant impact on the design practice at Gladly.

• Ownership of product design for the Agent Harness, including research, flows, interaction design, and visual design.
• Setting and elevating the quality bar for interfaces, including reviewing and elevating AI-generated and engineer-built UI.
• Prototyping as a first-class design tool, working prototypes used to test ideas with users and align teams before production code.

• A 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
• Comfort operating as the design owner for surfaces you didn't personally build: giving crisp, actionable feedback, encoding standards into reusable systems, and raising the bar without being a bottleneck
• Demonstrated senior-IC judgment: you scope your own work, make progress before the problem is fully defined, carry multiple product areas at once, and operate with minimal oversight
• Fluency with AI-assisted prototyping and design tooling as part of your daily workflow (going from idea to working prototype in a matter of hours) and a clear point of view on where AI accelerates design work and where human judgment is non-negotiable
• Experience designing for AI-native products: interfaces where the system's behavior is probabilistic, where trust and steering matter, and where the design problem is as much about legibility and control as about pixels