SMS Assist
Chicago, IL

Senior Director, Head of Design at SMS Assist

| Chicago
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SMS Assist serves more than 186,000 commercial and residential properties nationwide. We connect property owners in industries like retail and restaurant with a dense Affiliate network that specializes in more than 45 trades like landscaping, plumbing, HVAC, and more. Our Customer Service organization leverages our proprietary One by SMS Assist cloud platform to process thousands of work orders on a daily basis.

 

Every day we strive to provide the best service to our customers through an entrepreneurial spirit, a passion for service, teamwork, and integrity. We offer a game room, fitness center, bike garage, SMS Serves philanthropy program, company events, a fun location along Chicago’s Magnificent Mile, and more. SMS Assist is a Moxie Awards winner, Chicago Innovation Awards winner, a Top 100 Digital Company in Chicago and has been named to the Forbes Cloud 100 list for all four years of its existence! The list ranks the top 100 private cloud companies across four factors: market leadership, estimated valuation, operating metrics, and culture.

 

The Senior Director, Head of Design is responsible for applying design thinking to SMS Assist product and operations for the purpose of transforming the property management industry and building sustainable advantage for the company. They are a key driver of human-centered design, a critical competence through the organization, and are charged with building up, nurturing and leading our team of user experience and visual designers, architects and researchers to accomplish this design transformation. They infect the whole organization in human-centered design thinking and doing, affecting this transformation with a high emotional intelligence and serving as a player-coach to model the desired behaviors.

 

Responsibilities

  • Recruit and coach a world-class team of UX and UI designers and researchers
  • Lead the team in the development and implementation of a comprehensive information architecture and design system that brings coherence and simplicity to the full end-to-end workflow for all of our user personas and lines of business
  • Help lead the organization in embracing and continuously improving its practice of dual-track scrum for the purpose of ensuring our development resources are efficiently applied to building the products customers most want and need
  • Serve as an individual contributor on strategic programs—providing hands-on design development, research, workshop facilitation as needed on high-profile projects
  • Develop a design workshop playbook of outlines, best practices, and tools for designers and product managers to leverage for organizing and executing high-impact, value-producing, delightful collaborative sessions with customers, affiliates and internal end-users
  • Directly facilitate design sessions involving senior executive customers or customer-prospects from multi-billion-dollar companies
  • Engage the larger organization, including operations teams, in the implementation of design-thinking as we streamline the human workflow in tandem with the digital workflow
  • Establish human-centered design as a widely recognizable SMS Assist core competence and source of sustainable advantage

 

   Professional Skills

Instructions: Select pertinent skills from the list below and delete as necessary, then select a level from the Professional Skills Guide. If appropriate add a few words describing specific requirements under each skill.

 

These are the professional skills we would expect from an individual fully established in this role.

  • Customer Service – Advanced
  • Verbal Communication – Expert
  • Written Communication – Expert
  • Teamwork – Expert
  • Relationships – Expert
  • Organizational Awareness – Expert
  • Learning Agility – Expert
  • Analysis – Expert
  • Problem Solving – Expert
  • Process Orientation – Advanced
  • Prioritization – Advanced

 

Role Specific Skills

  • Expertise in a broad set of design-thinking frameworks, tools, methodologies such as persona development, journey-mapping, storyboard and wireframe development, immersion research, requirements discovery, longitudinal research, usability research, etc.
  • Demonstrated success in communicating and collaborating with C-Level executives; exudes a mix of humility, gravitas and credibility
  • Strong systems-thinking skills for driving an actionable information architecture and design system that supports top-level business objectives
  • Demonstrated emotional intelligence in support of mission of implementing transformational human-centered design practices in a larger organization
  • Strong communication skills—able to make the complex simple; can describe design decisions in terms of business implications and quickly translate business needs into design requirements; is known for great listening skills

 

People Management Skills

  • Advanced proficiency in all people management processes, including recruitment, performance management and reward
  • Advanced proficiency in building, growing and developing a team; including department structure design and resourcing
  • Advanced proficiency in coaching and developing individual team members to reach their potential
  • Proficient in engaging multiple teams through communication, processes, personal impact and influence

 

Qualifications

    Minimum Qualifications

  • Bachelor’s degree in information architecture, human factors, computer human interaction, graphic art, psychology or related field;
  • 10+ years of experience with end-to-end software or process design
  • 5+ years of full-time experience managing and growing an in-house design team
  • Experience building and coaching multi-discipline design teams that are equipped to successfully collaborate in an agile/scrum discovery and development model
  • A track record of making sense out of chaos and leading teams to the highest and most productive use of their resources

 

    Other Relevant Qualifications

  • Master’s Degree preferred
  • Experience working in and leading agile/scrum development teams; familiarity with dual-track scrum and jobs methodology
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Where we are

875 North Michigan Avenue , Chicago, IL 60611

Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • .NETLanguages
    • AsanaManagement
    • JIRAManagement
    • HubSpotCRM
    • SalesforceCRM
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What are SMS Assist Perks + Benefits

Culture
Volunteer in local community
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Someone's primary function is managing the company’s diversity and inclusion initiatives
Diversity Employee Resource Groups
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Wellness Programs
Onsite Gym
Team workouts
SMS Assist's team fitness initiatives include In-office yoga, in-office fitness classes, and sponsored race teams.
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Company sponsored family events
Vacation & Time Off Benefits
Generous PTO
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Game Room
Happy Hours
Recreational Clubs
Professional Development Benefits
Job Training & Conferences
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Time allotted for learning
Paid industry certifications

Additional Perks + Benefits

Competitive Salary. Flexible Spending Plans. Prescription Drug Program. Free Fitness Center membership.

Jobs at SMS Assist
24

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Data + Analytics
Design + UX
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Sales
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Senior Business Analyst

SMS Assist
Chicago
22 hours ago
+48
The Senior Business Analyst is responsible for supporting operations by providing meaningful and actionable analytics. This role is assigned to a specific division and is responsible for driving operational and financial improvement. The role also partners with divisional leadership and additional departments to define and review analytics aimed at process improvement and efficiency.

Director of FP&A

SMS Assist
Chicago
22 hours ago
+48
The Director of FP&A (Financial Planning & Analysis) is responsible for driving profitable business results and operational excellence by leading the financial support to SMS’ business units and providing in depth financial performance and operating metrics. This individual will maintain relationships internally within SMS operations, affiliate teams, and management. 

Director of Information Security

SMS Assist
Chicago
2 days ago
+48
The Director of Information Security will be responsible for creating and executing strategies to ensure overall security of company systems.  This role will collaborate with multiple departments, such as ITS, Product, Development, Legal, and Human Resources, to determine proper protocols, policies, audits, and training programs to meet the company’s goals.  This strategic and tactical position reports to the General Counsel.

Special Projects Coordinator

SMS Assist
Chicago
2 days ago
+48
The Special Projects Coordinator plays a key role in our business by managing issues that becoming multi-step projects requiring scheduling and coordination of vendors, client coordination and communication, and client acceptable reporting. This role acts as the primary point of contact for a project event, and is responsible for driving reliable, timely project coordination in both planned and unplanned instances. May require guidance.

Data Engineer

SMS Assist
Chicago
2 days ago
+48
The Data Engineer is responsible for applying your expertise in quantitative analysis, database and data warehousing, partnered with operation and product teams, to solve problems and identify trends and opportunities. The Data Engineer role has to work across the following areas:

Senior Software Developer I

SMS Assist
Chicago
2 days ago
+48
The Senior Software Developer supports the Product and Technology Department by managing day to day activities within the organization's software development function. Senior Software Developer is part of an agile development team building and working on enterprise grade software. Senior Software Developer is involved in all areas of development from design to development to testing. They lead a small team of Software Developers.

Senior Product Manager I

SMS Assist
Chicago
2 days ago
+48
The Senior Product Manager I is responsible for developing and executing SMS Assist’s product strategy for a business area that helps secure the company’s role as the industry’s path of least resistance for multi-site property maintenance. This role is responsible for collaborating with a cross-functional team of engineers, designers and business stakeholders to prioritize and create innovative operational experiences that enable SMS Assist, their partners and their customers to drive quantifiable performance and efficiency improvements their property management operations. This role will leverage operations knowledge and metrics in all areas of the business to accomplish these goals.  The Senior Product Manager I will also be responsible for contributing to SMS Assist’s Corporate and Product Strategy and ensuring continued alignment between their product roadmap and the company’s business objectives.

Senior Content Strategist

SMS Assist
Chicago
2 days ago
+48
The Senior Content Strategist is responsible for oversight and acceleration of the content program at SMS Assist. They craft and execute the overall strategy for all content marketing needs including our digital, social, and print presence; leading a team to create, manage, monitor, and measure the effectiveness of content across the website, blog, external newsletters, white papers, webinars, video, research reports, infographics, case studies, ads, social media channels, collateral, and more. They will understand SMS Assist customers and perspectives, building relationships across the company, particularly with Sales, Product and Affiliate Relations to craft compelling storytelling that elevates the SMS Assist brand.

Director of Marketing

SMS Assist
Chicago
2 days ago
+48
The Director of Marketing manages day to day operational activities of the marketing department. They will be responsible for partnering with sales leadership to support development and execution of a strategic marketing plan that includes sales enablement, digital marketing, content marketing, thought leadership, events management, industry partnerships, product marketing, and more.

Market Segment Manager

SMS Assist
Chicago
2 days ago
+48
This Market Segment Manager oversees the growth and development of our Residential channel. They are responsible for the development and execution of the annual marketing plan for this segment of our business, in collaboration with Sales and key stake holders. Oversees the creation and implementation of all necessary marketing programs and initiatives to achieve desired customer acquisition goals. Ideates campaigns designed to deliver leads and help sales build pipeline and close opportunities, driving customer acquisition and revenue. Is a strategic and critical thinker, problem solver, idea generator, with strong project management and communication skills, and the ability to set strategies and execute tactics.

Product Manager II

SMS Assist
Chicago
3 days ago
+48
The Product Manager II leads and collaborates with various local and overseas teams and stakeholders to deliver value to customers, affiliates and internal users through delivery of well-defined, appropriately-prioritized and human-centric product solutions.

Software Developer II

SMS Assist
Chicago
1 week ago
+48
The Software Developer supports the Product and Technology Department by managing day to day activities within the organization's software development function. The Software Developer reports to senior team members and is part of an agile development team building and working on enterprise grade software. Software Developer is involved in all areas of development from design to development to testing.

Service Delivery Manager

SMS Assist
Chicago
1 week ago
+48
The Service Delivery Manager is responsible for driving profitable business results and operational excellence by creating and developing relationships with clients and delivering service that exceeds expectations. Their main focus is to act as a voice of the client to internal stakeholders, as well as driving a two-way relationship back to the client. This role serves as a key client contact and works with Sales, Operations, Legal and Technology to deliver an excellent client experience.

User Interface Designer

SMS Assist
Chicago
1 week ago
+48
The User Interface Designer supports the Product Team in presenting user experiences that adhere to brand guidelines, follow our design system and meet user needs. As a core member of our user experience team, UI designers are expected to collaborate with UX architects, product owners, developers and stakeholders to contribute to the definition and creation of user-centric design solutions that address customer needs and marry them with business goals.

Account Representative (Nights)

SMS Assist
Chicago
1 week ago
+48
The Account Representative is responsible for the day to day delivery of facilities services to a number of major client sites within a geographic territory. This role plays an integral part in client account management, operational support, and financial success for the assigned client base. This role also works closely with multiple internal and external stakeholders to address daily client challenges, while identifying and executing opportunities to make meaningful improvements to client operations. The role is based at our corporate headquarters with travel to client sites as needed.

Sales Director - Residential

SMS Assist
Chicago
2 weeks ago
+48
Deliver Revenue: Responsible for selling services and solutions into the C-Suite of target REITs, institutional investors and property managers across various real estate assets classes with a focus on residential. Maintain Customer Relationships: Maintain a thorough understanding of the customer’s structure and leadership, with the ability to influence key decision makers.  Identify and deliver on any opportunities to increase SMS Assist’s suite of offerings to existing customers. Keep Current on Industry/Customer Data: Maintain up-to-date, detailed customer knowledge and industry data. Read and research all relevant trade and industry materials, publications, news, etc.  Serve as an active member of groups and associations related to the industry and relevant customers.  Must be a ‘student’ of the residential real estate sector, the “proptech” sector and other related sectors. Ensure confidentiality of internal and external data. Perform ad-hoc projects and other duties as assigned. Expected Travel Time: 25-50% of the time typically on 1-3 day trips.

Sales Director

SMS Assist
Chicago
3 weeks ago
+48
Deliver Revenue: Responsible for selling the full outsourced solution into the C-Suite or an “a la carte” single line of business to operations/procurement.  Maintain Customer Relationships: Maintain a thorough understanding of the customer’s structure and leadership, with the ability to influence key decision makers.  Identify and deliver on any opportunities to increase SMS Assist’s suite of offerings to existing customers. Keep Current on Industry/Customer Data: Maintain up-to-date, detailed customer knowledge and industry data. Read and research all relevant trade and industry materials, publications, news, etc.  Serve as an active member of groups and associations related to the industry and relevant customers.  Must be a ‘student’ of the residential market and other related industries. 

Vendor Relationship Representative I

SMS Assist
Chicago
3 weeks ago
+48
Develop and maintain positive vendor relations to ensure superior customer satisfaction. Receive and handle customer calls and email requests for services. Manage the scheduling and completion of all services assigned by customers. Manage real-time inquiries while keeping track of and responding to commitments to follow up with customer/vendor inquiries. Identify, research and resolve customer issues using the company’s web-based systems and databases. Source new vendors to perform required services, as needed. Resolve or escalate all disputes or un-satisfied service confirmations.

Billing Support Representative

SMS Assist
Chicago
3 weeks ago
+48
The Billing Support Representative supports the Billing Team by contacting vendors to retrieve outstanding invoices, researching and resolving invoice submission issues, and ensuring vendors have knowledge of invoice submission through the ONE portal. This position also supports the Billing Team by processing invoices as needed.

Director of Talent Management

SMS Assist
Chicago
3 weeks ago
+48
This position is responsible for developing, evolving and sustaining an enterprise learning strategy in partnership with many cross-functional stakeholders with the objective of ensuring an exceptional employee learning experience. The leader in this role will partner closely with HR Business Partners and business leaders to identify learning needs and define key learning initiatives that directly support business objectives and goals. This position will build our talent management strategy.

Vendor Recruiter (construction)

SMS Assist
Chicago
3 weeks ago
Identify prospective vendors for SMS Assist; explain how SMS Assist can deliver value to their organization. Develop familiarity with the vendors area of expertise, including but not limited to trade, geography, business size and areas of specialization. Complete cold calls daily to establish relationships with vendors and gain leads. Negotiate pricing and service terms while maintaining margin requirements. Consistently meet program targets. Partner with implementation team to ensure smooth transition into the SMS network. Assess opportunities and risks with your territory; recommend resolutions to leadership. Understand varying scopes of work of our clients and convey those requirements to vendors. Foster a positive team environment. Ensure confidentiality and accuracy of internal and external data. Perform ad-hoc projects and other duties as assigned.

Program Manager, Retail Banking Equipment Services

SMS Assist
Chicago
3 weeks ago
The Program Manager exercises end-to-end ownership of a related suite of service delivery practices related to ATMs and banking equipment for our retail bank clients. Activities will include drafting, auditing and updating SOPs, analytic reporting, collaborating to develop tech-based process improvements, managing vendor and client relationships, and participating in cross functional projects that create value for SMS Assist, our clients, and our partner service providers. This role is responsible for aligning program functions with the strategic objectives of SMS Assist and our clients and continuously seeks ways to enhance the program’s contribution to those objectives. Within the Program Manger’s service vertical, they exercise significant autonomy to identify opportunities for improvement, justify and resource change initiatives, and implement planform improvements. The program manager enables internal and client senior management to make strategic decisions by providing reporting and recommendations based on robust data analysis, modeling, and empirical testing. The successful program manager achieves financial and operational objectives for the client while delivering positive financial performance for SMS Assist.

Attorney - Contract Manager

SMS Assist
Chicago
3 weeks ago
The Attorney, Contract Manager role supports the business by reviewing, managing, and negotiating commercial agreements as part of the Legal Department. This includes negotiating agreements directly with suppliers, working with senior attorneys on more complex agreements, ensuring efficient management of the contracting process, and accurately documenting each contract. The role will require diligence, teamwork, and strong project management skills to advance multiple projects to completion and work seamlessly across all business units to ensure quick turnaround of agreements.

Manager of Learning Experience Design

SMS Assist
Chicago
1 month ago
The Manager of Learning Experience Design (LX) is responsible for the effective performance of the Learning Experience (LX) Design service within SMS Assist, including the definition of learning standards, processes, and tools, liaising with departments to ensure learning needs are analyzed and met, and providing leadership to the LX team. The LX Manager helps define, build, and support the organization’s learning and development strategy.