Product Design Lead (Canada)

• We’re looking for a Senior Product Designer to take on challenging product and service workflows, with a primary focus on the onboarding workflows that power legal document delivery
• Delivering documents in the real world comes with inevitable edge cases and complications. An action in the field ripples through our internal systems and what a law firm sees. For example, if a process server finds a recipient has moved, the law firm needs clarity, internal teams need to resolve the exception, and the delivery workflow changes
• Designing here means understanding those connections and deciding whether the right intervention is software, a process shift, automation, or all three
• You’ll report directly to the Director of Design on a small, high-leverage team, partnering with Product, Engineering, and Operations leadership to frame ambiguous problems, explore tradeoffs, and shape direction before solutions are locked in
• You’ll have meaningful autonomy to frame problems, choose the right approach, and drive work forward, with close cross-functional partnership, not a prescribed playbook
• Own complex workflows end-to-end: Aid in framing problems, navigate ripple effects across operations, servers, and customers, and drive through to delivery
• Prototype to learn: Build prototypes at the right fidelity to test assumptions, make ideas tangible, and help teams make clear decisions early
• Work with the hood open: Share unfinished work early, invite critique, and partner with Product, Engineering, and operations while problems are still malleable
• Design whole systems, not just screens: Create coherent workflows, interfaces, information architecture, and states across digital tools and operational processes
• Contribute to the practice: Create and improve interaction patterns and language within your work that help Operations specialists, process servers, and law firms move through the product without having to re-learn it. Share what you learn and work alongside other designers to strengthen craft and service thinking
• Part of the work here is strengthening how we build context, shifting toward an everyday habit, not a scheduled research phase. Rather than wait for complete briefs, we dig into the mechanics of the service by shadowing Operations specialists, listening to law-firm calls, talking with process servers, and asking questions until we have a solid understanding. From there, we move fluidly between sketching, prototyping, and writing clear recommendations to help teams make confident decisions while the problem is still open

Benefits

• Medical, dental, vision, and disability insurance and 401K available
• Full time, hourly position
• Phone and Internet monthly stipend
• Flexible Time Off and Holidays
• Fully Remote - ideally within the location of market you manage
• Equipment provided

• Service & operational craft: Experience designing for internal operations, complex systems, or expert users where workflow efficiency and trust are paramount. You balance speed with clarity and accuracy, especially when mistakes have consequences beyond the interface
• Experience: Product design experience, or equivalent demonstrated expertise, including independently owning end-to-end design for complex product or service workflows
• Rapid context-building: High domain curiosity and the ability to ramp up quickly on complex systems. You treat learning as a continuous habit, shadowing, listening to users, and digging into real workflows to develop a grounded point of view while the problem is still open
• Change in established environments: Experience introducing thoughtful change inside organizations with established workflows and deep tribal knowledge
• Influence & partnership: A history of shaping product and technical direction across disciplines without relying on formal authority
• Craft & collaboration: Experience creating reusable design patterns, contributing thoughtful critique, and helping other designers improve their work
• End-to-end ownership: Proven track record leading ambiguous product or service work through shipped delivery, with clear reasoning and tradeoffs
• Prototyping: Comfort building prototypes at varying fidelities to explore ideas, communicate intent, and get early feedback from users and teammates
• Legal technology, logistics, marketplaces, or field-service products
• Workflow automation or AI-assisted products, with sound judgment about where automation creates leverage and where human judgment, transparency, and restraint matter more