Director / Principal of Product Design – Servicing (AI)

Location: Austin, Los Angeles, San Jose, San Francisco, Seattle, New York, with other hirify.global locations up for discussion

Salary: $224,000–$313,500 total cash range in Seattle, with potential pay up to $358,500 based on sustained performance; ranges vary by location.

Company

hirify.global is a global travel company operating consumer brands, a B2B travel network, and travel advertising businesses.

What you will do

• Own the design direction for AI-powered servicing and customer experience initiatives from concept through execution.
• Design experiences that help travelers get support, change or cancel trips, and understand refunds, outcomes, and next steps.
• Work hands-on with high-fidelity design, advanced prototyping, systems thinking, and interconnected servicing challenges.
• Partner with Product, Engineering, Research, and Data Science leaders to align priorities, roadmaps, and design investment.
• Translate AI and machine-learning capabilities into intuitive, human-centered experiences used by millions of travelers.
• Establish scalable interaction patterns, experience systems, and quality standards across brands, platforms, self-service, and conversational channels; mentor designers and represent the traveler in senior forums.

Requirements

• 12+ years of product design experience, including at least 4 years leading design teams at scale.
• Bachelor’s degree in Design, HCI, User Experience, or a related field, or equivalent experience.
• Expertise in customer servicing, support, or CX experiences, including self-service, virtual agents, or omnichannel support, with understanding of AI and ML for resolution, personalization, and explainability.
• Track record of simplifying complex information, reducing customer effort, and building user trust.
• Ability to translate ambiguous technical opportunities into clear product experiences and build, scale, and coach design teams at craft and strategic levels.
• Exceptional communication, storytelling, stakeholder influence, and cross-functional collaboration skills.
• Deep understanding of AI and conversational design tools and methods, including LLM prototyping, prompt engineering, data-informed interaction design, and modern design and prototyping platforms such as Figma and Cursor.

Nice to have

• Deep knowledge of conversational and agentic interfaces, natural language understanding, and AI explainability.
• Experience translating advanced models into user-facing experiences with data scientists and ML engineers.
• Experience connecting design quality to measurable product outcomes through experimentation and data-driven metrics.
• Experience driving design excellence across multiple brands, platforms, and domains and taking products from concept to scaled adoption.

Culture & Benefits

• Multidisciplinary Experience Design organization focused on human-centered, AI-powered travel experiences.
• Medical, dental, and vision coverage, paid time off, and an Employee Assistance Program.
• Wellness and travel reimbursement, travel discounts, and International Airlines Travel Agent Network membership.
• Inclusive and accessible recruiting experience with accommodation support available.