Senior Product Designer, AI Platform

About Gladly

For business leaders who want to get AI right, Gladly is the only customer experience AI that delivers the cost savings they need AND the customer devotion that drives lasting business value. With over a decade of singular CX focus and trusted by the world's most customer-centric brands including Crate & Barrel, Breeze Airways, and Ulta Beauty, Gladly was designed for devotion, not deflection: purpose-built to engage customers and turn every conversation into lasting relationship equity. The result is experiences that are radically personal and effortlessly scalable, emotionally intelligent and operationally efficient.

At the heart of our simply powerful platform, Gladly maintains one continuous conversation across all channels while striking the perfect balance of AI and human connection. With 450M+ conversations powered globally, $510M+ cumulative cost savings delivered for customers, and a 65% increase in CSAT, this is a team where your work has real impact at scale. Learn more at.

About the role

You will own product design for the Agent Harness, the part of Gladly AI where teams build, test, launch, monitor, and improve AI agents. Your surface spans both sides of the harness.

- On the side Gladly controls, the agent itself and the channels it works across, your job is helping AI handle more conversations end to end without a human.

- On the side our customers control, the reporting, simulations, and configuration tools brands use to improve their own agents, your job is making every change a customer ships drive more revenue and resolutions.

This is a generalist role where range matters more than depth in any single discipline. In a given week, you might design an eval review workflow, prototype an agent-steering interaction, tighten the design system components that every team consumes, and review UI that shipped without a designer touching it. Much of the product surface at Gladly is now built with AI-assisted tools by engineers and PMs, so a core part of this job is setting and elevating the quality bar for interfaces you didn't author: through the design system, through review, and through taste.

Thoughtful problem-solvers do well here. They dig into the problem before the fix, make their case clearly, and hold strong opinions loosely. The best work usually has more than one mind in it, so we look for designers who seek out other people's ideas and treat them as well as their own.
What you'll own

- End-to-end product design for the Agent Harness: research, flows, interaction design, and visual design for the tools teams use to configure, steer, and evaluate AI agents.

- The shared design library: components, patterns, and guidelines that keep quality high across every team, including teams shipping UI without a dedicated designer.

- Direction on the undefined problems: taking a product area where the direction is still ambiguous, finding the real problem in it, and giving the team something concrete to build toward.

- Design quality across your product areas, including reviewing and elevating AI-generated and engineer-built UI rather than personally producing every screen.

- Prototyping as a first-class design tool: working prototypes, built fast with AI-assisted tooling, used to test ideas with users and align teams before a line of production code is written.

- Designers here shape the practice as well as the product. You'll have real say in the critique rituals, review norms, and craft standards we already run on, and in where they go next.

What we're looking for

- 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.

- 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 cl