Principal product manager

We are a profitable, mission-driven fintech company building financial solutions for people whose needs go unmet by traditional institutions – people with disabilities, older adults, and people in recovery, and the families and professionals who care for them. We get to wake up every day knowing our work has a profound impact on our customers’ lives, and we run the business with the discipline to keep doing it for the long haul. That track record has earned us a spot on the Forbes Fintech 50 and the Inc. 5000 list of America’s fastest-growing companies for the last two years.

Design plays an important strategic role at True Link. We're looking for a Principal Product Designer to join our lean and senior product team as a senior individual contributor. Someone who can operate with a high degree of independence, lead customer insight and research initiatives, and own design quality across two of our core business lines. You’ll act as a design consultant, identifying and advocating for high impact areas per the company OKRs, and for strategic focus to bring customer insights to the table and improve the user experience, in addition to supporting in-flight product initiatives.

You'll work day-to-day with our product managers and engineering leads, reporting to the Head of Design. With you, it will be a design team of two; so high autonomy, but still someone to collaborate with. This isn't a role where you'll wait to be handed a brief - you'll be expected to identify what questions need answering, go get the answers, and translate insight into design decisions that move the product forward.

Our users are wonderfully complex and our products solve real, meaningful problems. We are proud to serve family caregivers, professional fiduciaries, trust administrators, people in recovery, and the people who love and support them.

What You’ll Do

• Lead end-to-end product design for our Card Platform. From mobile UX iterations of our core product, to iterations of new products as we expand into adjacent categories, to experimental product led growth and AI-powered features like receipt management.
• Support the design needs of our Trust & Invest business, including micro-iterations on the product, and solving for customer requests.
• Drive customer insight and research. Identify the open questions that matter; proactively run customer interviews, usability tests, and concept testing; and synthesize findings into clear design implications for both near-term decisions and longer-horizon roadmap thinking.
• Be the team's strongest advocate for the user perspective in cross-functional discussions, deepening understanding of our customers across the company.
• Operate as a senior design thought-partner for product and engineering leadership to shape requirements, not just respond to them, which includes navigating stakeholder feedback and applying good judgment about customer discovery versus forward momentum.
• Represent design in client-facing settings where needed.
• Produce polished, well-considered design work using our existing design patterns - we're not looking for someone who wants to rethink the foundations. Maintain design coherence across a product suite that serves multiple user types with meaningfully different needs.
• Handle the full range of design needs: big new features, incremental iterations, mobile polish, and the occasional slide deck or screenshot pull for the sales team.

Who You Are

• An experienced product design leader with 8+ years of product design experience, especially in lean team environments. Experience in fintech, financial services, or a regulated product environment is a plus.
• You lead with the user. Research and insight generation is something you proactively do, not something you wait to be assigned to you.
• Stellar end-to-end design chops, from early discovery and concept development through detailed interaction design and QA.
• You love being an individual contributor and want to stay close to the work. This includes generating insight, making design decisions, collaborating with teammates, and executing on those decisions.
• Experience designing for complex, multi-user-type products where different audiences have meaningfully different contexts and needs. Experience designing for caregivers, older adults, or people with complex needs is a plus.
• High collaboration instinct. You know how to work with product managers, engineers, and non-design stakeholders without losing design integrity.
• Excellent judgment about process. You know when to go deep and when to move fast, and you can explain why.
• Comfortable presenting design decisions and rationale to senior stakeholders, including to external partners.
• You are grounded in existing patterns and best practices, and you are not looking to reinvent the wheel, but always looking to make it roll better.
• Aligned with our values: humility, ambition, caring, excellence, inclusion, and a genuine belief that the work matters.
• Familiarity with AI-powered product features and the UX considerations that come with them is a plus.

Why You’ll Love Us

We operate with the pace of a startup, the rigor of a financial services firm, and the mission-orientation of a company that deeply cares about the people it serves. With fifty million Americans in our addressable market, we are building for the millions of people who need our products and services across the country - and we’ve got the potential to reach many more. We have the privilege of providing financial protection for vulnerable members of society and partnering with expert service providers to do so. Our customers and partners love us, and we love them back. You can sleep soundly every night knowing you are doing a great thing by getting our services into more hands. We treat one another like we treat our customers: with respect and dignity. Diversity, equity, and inclusion are cultural values we take very seriously, and we welcome and recruit team members of all backgrounds and identities. We offer competitive wages, health, dental & vision coverage, paid parental leave, 12 paid holidays each year, your own professional development budget, and generous vacation. The majority of us work from home from all across the US, and we enjoy connecting virtually for laughs with teammates and meeting up in-person: we have small offices in SF and in Kingston NY, and we plan team get-togethers around the country. If you are a high-performing person who wants to join a diverse, inclusive team and use your skills to make a real impact in people’s lives, we invite you to apply to join our team.