Design Manager - JSM

Working at Atlassian
Atlassians can choose where they work - whether in an office, from home, or a combination of the two. That way, Atlassians have more control over supporting their family, personal goals, and other priorities. We can hire people in any country where we have a legal entity.
At Atlassian, Design is about creating clarity, connection, and joy in how teams experience our products. We are building a unified experience that feels seamless across every tool, so customers can stay in flow and get the most out of our platform. AI sits at the heart of how we work and what we ship. It is reshaping how teams collaborate, how services get delivered, and how designers do their best work. If you care about design that takes a systems view, and you are genuinely excited about what is possible with AI, we would love to meet you.
Your future team
In Jira Service Management, we are rethinking service management around the people who need help and the teams who provide it. For helpseekers, that means making it easy to ask for help wherever they are, across the channels and workflows they already use. We want to anticipate needs, take friction out of the way, and resolve issues before people even notice there is a problem. For service agents, we are designing experiences that help them work alongside AI, get to the right context quickly, and find the information they need to solve problems with confidence.
We are looking for a Design Manager to help shape this future across service management and stretch these experiences into the wider Atlassian suite. This role suits someone who is comfortable in fast moving spaces, and who also knows how to scale proven experiences as they grow. You will bring strong business sense, real customer empathy, and the ability to connect customer problems to measurable business impact.
You will lead a team that spans India and Australia, partnering closely with Product, Engineering, Research, and Content Design.
What you will do

• Set a clear design vision for IT Services within Service Collection, and break it down into pieces your team can ship.
• Partner with leadership and partner teams to shape AI features across Rovo and JSM, from helpseeker experiences to the way agents do their work.
• Work alongside Designers, Engineers, Product Managers, Content Designers, Researchers, Marketers, and Analysts to ship thoughtful, high quality work.
• Recruit, mentor, and grow a diverse design team across geographies, with a high bar for craft.
• Build inclusive rituals and strong written communication habits so the team can do their best work, wherever they are.
• Lead the way as your team adopts AI in their daily practice. Bring new tools into the workflow, change how the team researches, prototypes, and ships, and coach designers as the practice evolves.
• Drive multiple initiatives from idea to launch, with clear ownership of the customer outcomes and business impact they deliver.
• Communicate design plans clearly and persuasively to teammates, peers, and senior leadership.

At Atlassian, we strive to design equitable, explainable, and competitive compensation programs. We follow consistent hiring practices and account for each candidate's skills, knowledge, and experience when setting base pay within the range.
This role may also be eligible for benefits, bonuses, commissions, and equity.
Key qualifications

• Five plus years managing designers, leading the work itself, shaping quality, and coaching designers through hard product problems.
• Strong craft sensibility. You know what great design looks like and can show it. A design leader first, people manager second.
• You have personally led your team through the shift to AI. You know the tools, you have changed how the team works because of them, and you have driven that change yourself, not simply observed it.
• A genuine curiosity for AI and how it changes the practice of design. You are comfortable with the speed, ambiguity, and constant learning that comes with it, and you help others build the same habit.
• Experience leading platform or complex conceptual work, ideally in SaaS or enterprise software.
• You have managed teams across geographies before. You know how to lead asynchronously, respect timezones, and create space for everyone to contribute.
• You ship in ambiguity. You can run several large projects in parallel without waiting for perfect clarity.
• A strong written and verbal communicator who can influence senior leadership, product and engineering partners, and distributed teams.
• A product designer at heart. You still get hands on, and you know what it takes to ship great work.

And ideally, you would also:

• Have led a project that pulled multiple crafts together and delivered a measurable improvement for users.
• Have led product or content designers across multiple, concurrent streams of work.
• See content as a powerful, essential part of the customer journey.
• Have an enterprise SaaS background.
• Be actively learning with AI tools and evolving the way you and your team work because of it.

Benefits & Perks
Atlassian offers a wide range of perks and benefits designed to support you, your family and to help you engage with your local community. Our offerings include health and wellbeing resources, paid volunteer days, and so much more. To learn more, visit go.atlassian.com/perksandbenefits .
About Atlassian
At Atlassian, we're motivated by a common goal: to unleash the potential of every team. Our software products help teams all over the planet and our solutions are designed for all types of work. Team collaboration through our tools makes what may be impossible alone, possible together.
We believe that the unique contributions of all Atlassians create our success. To ensure that our products and culture continue to incorporate everyone's perspectives and experience, we never discriminate based on race, religion, national origin, gender identity or expression, sexual orientation, age, or marital, veteran, or disability status. All your information will be kept confidential according to EEO guidelines.
To provide you the best experience, we can support with accommodations or adjustments at any stage of the recruitment process. Simply inform our Recruitment team during your conversation with them.
To learn more about our culture and hiring process, visit go.atlassian.com/crh .
In line with local law, identity verification (which may include use of biometric data) is a condition of employment with Atlassian for employment fraud purposes.