We're looking for a Manager, Design Operations to join the Insights & Design team at Zapier. You will play an integral role in designing, implementing, and scaling our design practices and processes that will take our organization to the next level.
Reporting to the VP, Insights & Design, this role spans both team operations and program management. You’ll oversee a team of Design Program Managers and Producers that continue to evolve our practice by developing and implementing processes to support the day-to-day operations of our team of designers. You will help drive strategic, cross-functional initiatives, and foster an inclusive design community. You will partner with Zapier’s Insights & Design Leadership team and other Operations Leads, to innovate and build new solutions that allow us to scale and mature effectively.
You have helped guide a Design organization of our size through to the next level of maturity. You have the ability and know-how to deeply understand our org, you are familiar with best practices in Design orgs, and your superpower is knowing when and how to implement the right tool or process in your toolkit. Failure state for this role would be implementing new processes or procedures that don’t solve our specific problems or are too bureaucratic for our size to gain traction.
You see yourself as the conductor of the team. You identify opportunities to improve the way we work, and foster an inclusive design community. You’re observant, an active listener, and you constantly ask “why” again and again. You love thinking broadly in systems, with the ability to easily understand how all the interrelated pieces work together, and have a knack for identifying the most critical areas for improvement. You are outcome oriented and know that a project is only complete when the problem is solved.
You know when to execute, when to collaborate, and when to delegate. You should be comfortable diving in proactively to solve high-impact problems. This is especially true for problems in which you can take administrative work off of Design teams’ plates. When you are out of your depth, you are able to identify the right people to bring in to help move forward. While we don’t expect you to be able to solve every problem yourself, we do expect you to own the outcome and pursue alternative solves, such as collaborating with internal subject matter experts, identifying an external training program you’ve vetted, or even advocating for a new hire, for example.
You believe relationships are critical to success. You are able to quickly build relationships and trust with folks across not only Engineering, Product, and Design - but with cross-functional partners as well such as Marketing. You quickly build credibility and trust with your collaborators and direct reports, and see your role as a mentor, coach, advocate and sponsor.
You’re an excellent written and visual storyteller. We’re also a 100% remote team, and documenting is our primary means of communication at Zapier, so this bullet appears in most jobs. It’s even more critical here. This role will be responsible for creating operations-related documentation and governing Design-related Playbooks. Developing easily consumable communications and documents will be a key way that you will influence and maintain change in the Design org.
You’re solid at time management. You’ll juggle a variety of projects, and as a part of a distributed team, you’ll be trusted to work with minimal supervision. As a part of a growing company, you have an opportunity to make a big impact, and you’re keen to build processes that’ll make your job more efficient over time.
Things You’ll Do
Lead a team of Design Ops specialists, supporting and enabling them to deliver impactful work for the organization.
Develop and build systems, frameworks, and processes, to enable and optimize the creative process and high-quality design, help drive context and visibility across the team, break down silos, and help centralized teams scale their impact across the organization.
Support cross-functional strategic projects that span Design teams (Product Design and Brand Studio): Create clarity and enable the project team to be more impactful by facilitating decision-making, helping scope resources, tracking and communicating progress, resolving blockers, and surfacing challenges.
Develop the necessary rituals, rhythms, and programs to foster a high-performing and inclusive team culture (e.g Onboarding, All Hands, Design Critiques).
Elevate the team’s presence in the organization by identifying opportunities to advocate, educate, and evangelize on behalf of the Design functions
Manage and optimize tooling and other logistics for the team, such as relationships with external parties (contractors, vendors)
Continuously monitor and improve cross-functional partnerships by optimizing for increased information flow, communication, and collaboration. Act as a bridge between Design Ops and other Operational Teams (Insight Ops, Product Ops, Engineering Ops, GTM Ops).