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About the Role

The Care Efficiency team focuses on improving how subscribers get help and resolve issues, with a particular emphasis on creating AI-assisted care experiences. We build and refine flows that enable AI agents and human agents to work together to deliver fast, empathetic, and effective support, especially around home delivery issues and subscription changes. We are looking for a Senior Product Designer for a temporary role to lead the design of end‑to‑end conversational experiences for our Care AI agent and related tools. You will combine conversation design, UX writing, and product design to ensure our AI and human support channels feel coherent, trustworthy, and high quality.

Responsibilities

Collaborate with product management, engineering, operations, and data partners to shape product strategy for AI-assisted care experiences, clarifying problems, success metrics, and prioritization.
Design and iterate end-to-end conversational flows and UX for Care's AI agent (Ada) and related tools, including delivery issue journeys, queue transparency, and escalation to human agents.
Create clear documentation (user journeys, experience maps, blueprints, wireframes) that align teams on how AI and human agents work together across the end-to-end care experience.
Lead discovery and future-state exploration for AI agents in the Care domain, translating research and secondary insights into future-state concepts and actionable roadmaps.
Use analytics, qualitative feedback, and experiment results to iterate on conversational flows and measure impact on key Care metrics such as customer effort and contact containment.
Partner with engineers, product teams, and operations to deliver high-quality, consistent flows across chat, phone, and other Care channels, balancing user needs, business goals, and technical constraints.
Contribute to team rituals, such as crits, reviews, and working sessions.
Mentor designers and cross-functional partners, including Care Ops and the CX team.
Demonstrate support and understanding of our value of journalistic independence and a strong commitment to our mission to seek the truth and help people understand the world.
Report to the Product Design Director for the Care Efficiency team.

Requirements

A portfolio of shipped work showcasing end-to-end designs for conversational AI, chatbot, or customer support experiences.
5+ years of product design experience, with a focus on complex, interactive platforms, back-office tools, or systems design.
Hands-on expertise in conversation design and UX writing for customer-facing flows.
Advanced proficiency in Figma and a strong ability to produce interaction prototypes, service blueprints, and detailed journey maps for engineering handoff.
Experience writing copy for customer‑facing experiences.
Familiarity with conversation prototyping and experimentation tools (for example, Ada, Decagon, Sierra, or Retool)
Experience using data analytics and experimentation (e.g., A/B testing, funnel analysis, intent QA) to iterate on support flows and drive impact on metrics like customer effort or containment.
Ability to articulate design tradeoffs and system logic to non-design partners (Engineering, Product, Operations).
Experience working in subscription, media, or high-growth environments prioritizing automation.

Skills

Conversation Design
UX Writing
Product Design
Figma
Interaction Prototypes
Service Blueprints
Journey Maps
Data Analytics
A/B Testing
Funnel Analysis
Intent QA

Location

New York City

Work Type

Hybrid
Temporary

Experience Level

Senior

Salary/Compensations

$110—$140 USD per hour

Benefits

Variable pay, such as an annual bonus and restricted stock (for U.S. roles)
Medical, dental and vision benefits
Flexible Spending Accounts (F.S.A.s)
Company-matching 401(k) plan
Paid vacation
Paid sick days
Paid parental leave
Tuition reimbursement
Professional development programs

About the Company

The mission of The New York Times is to seek the truth and help people understand the world.
Independent journalism is at the heart of all we do as a company.
We have a world-renowned newsroom that sends journalists to report on the ground from nearly 160 countries.
We focus deeply on how our readers will experience our journalism, from print to audio to a world-class digital and app destination.
Our business strategy centers on making journalism so good that it’s worth paying for.
The New York Times Company is committed to being the world’s best source of independent, reliable and quality journalism.
We embrace a diverse workforce that has a broad range of backgrounds and experiences across our ranks, at all levels of the organization.

Equal Opportunity

The New York Times Company is committed to being the world’s best source of independent, reliable and quality journalism.
We encourage people from all backgrounds to apply.
We are an Equal Opportunity Employer and do not discriminate on the basis of an individual's sex, age, race, color, creed, national origin, alienage, religion, marital status, pregnancy, sexual orientation or affectional preference, gender identity and expression, disability, genetic trait or predisposition, carrier status, citizenship, veteran or military status and other personal characteristics protected by law.
All applications will receive consideration for employment without regard to legally protected characteristics.
The U.S. Equal Employment Opportunity Commission (EEOC)’s Know Your Rights Poster is available here.
The New York Times Company will provide reasonable accommodations as required by applicable federal, state, and/or local laws.
Individuals seeking an accommodation for the application or interview process should email reasonable.accommodations@nytimes.com.
The Company encourages those with criminal histories to apply, and will consider their applications in a manner consistent with applicable "Fair Chance" laws, including but not limited to the NYC Fair Chance Act, the Los Angeles Fair Chance Initiative for Hiring Ordinance, the San Francisco Fair Chance Ordinance, the Los Angeles County Fair Chance Ordinance for Employers, and the California Fair Chance Act.