UX Program Manager

📍 Job Overview

Job Title: UX Program Manager

Company: Duck Creek Technologies

Location: Remote, MA (with potential for presence in Boston, MA; Columbia, SC; Bolivar, MO)

Job Type: FULL_TIME

Category: Operations / Program Management (with a focus on UX/DesignOps)

Date Posted: May 13, 2026

Experience Level: 5-10 Years

Remote Status: Remote (with expected in-person collaboration moments)

🚀 Role Summary

• Drive operational excellence and scale experience delivery across Product Design, UX Research, and Design Systems teams through scalable workflows and robust governance models.

• Lead cross-functional UX programs, fostering alignment, coordination, and strategic roadmap execution across Product, Engineering, Accessibility, Research, and Design leadership.

• Implement AI-enabled delivery practices and automation opportunities to enhance operational efficiency, design consistency, and overall user experience quality at scale.

• Oversee Design Systems governance, adoption, and lifecycle management, alongside UX and Design System backlog prioritization and roadmap alignment.

• Establish quality standards, metrics, and reporting practices to improve visibility into priorities, dependencies, risks, and UX delivery health.

📝 Enhancement Note: This role is positioned within the broader operations umbrella, specifically focusing on Design Operations (DesignOps) and Product Operations principles. The emphasis is on scaling and optimizing the processes and systems that support UX and Product Design teams, leveraging AI and data-driven insights for continuous improvement. The "flexible-first" approach combined with required in-person collaboration moments indicates a hybrid work model.

📈 Primary Responsibilities

• Lead and manage complex, cross-functional UX programs that span Product, Design, Engineering, Research, and Accessibility teams, ensuring cohesive strategy and execution.

• Develop and implement scalable operational frameworks, governance models, and prioritization methodologies for UX initiatives and Design Systems.

• Drive operational alignment, roadmap coordination, and delivery planning across all UX-related projects to enhance predictability and velocity.

• Support the governance, adoption, release coordination, and component lifecycle management of enterprise-scale Design Systems.

• Oversee the intake, prioritization, and roadmap alignment of UX and Design System backlogs, balancing strategic goals with technical debt and delivery needs.

• Identify and champion AI-assisted workflows, automation opportunities, and other operational improvements to boost efficiency and collaboration within UX teams.

• Establish and refine operational frameworks, quality standards, key performance indicators (KPIs), and reporting mechanisms for UX delivery.

• Drive continuous improvement initiatives focused on enhancing delivery efficiency, fostering collaboration, and ensuring consistency in user experience across products.

• Partner closely with Product and Engineering leadership to strike a balance between strategic initiatives, accessibility requirements, technical debt reduction, and timely delivery.

• Improve visibility into program priorities, interdependencies, potential risks, and the overall health of UX delivery pipelines.

📝 Enhancement Note: The responsibilities highlight a strategic operational focus, emphasizing process design, implementation, and continuous improvement within a UX context. The mention of "AI-enabled delivery practices" and "AI-assisted workflows" indicates a forward-looking approach to operations management.

🎓 Skills & Qualifications

Education: While no specific degree is mandated, a Bachelor's degree in a relevant field such as Design, Business Administration, Computer Science, or a related discipline is often preferred for program management roles.

Experience: Minimum of 5 years of progressive experience in Program Management, DesignOps, Product Operations, UX Operations, or Technical Program Management. Experience supporting Product Design and/or Design Systems organizations is essential.

Required Skills:

• 5+ years of experience in Program Management, DesignOps, Product Operations, UX Operations, or Technical Program Management.

• Proven experience supporting Product Design and/or Design Systems organizations.

• Strong understanding of agile product development methodologies and cross-functional delivery models.

• Demonstrated experience managing complex, large-scale programs across distributed teams and diverse stakeholders.

• Exceptional communication, facilitation, and organizational leadership capabilities.

• Robust systems-thinking mindset with a proven ability to improve operational scalability and efficiency.

• Experience with enterprise-scale Design Systems, including governance and adoption strategies.

• Familiarity with AI-assisted workflow tooling and automation practices for operational enhancement.

• Knowledge of accessibility governance and UX quality standards to ensure inclusive and high-quality user experiences.

Preferred Skills:

• Experience with Product Operations or platform delivery models.

• Familiarity with tools such as Figma, Azure DevOps, Jira, Confluence, Mural, Aha!, or Linear.

• Experience with operational analytics and delivery metrics reporting.

• Knowledge of Product Operations or platform delivery models.

• Experience with operational analytics and delivery metrics.

• Familiarity with tools such as Figma, Jira, Confluence, Miro, Airtable, or similar platforms.

• Knowledge of accessibility standards, UX quality practices, and experience consistency principles.

• Ability to use metrics, reporting, and operational analytics to drive decision-making.

• Strong collaboration and leadership skills in highly matrixed environments.

• Ability to balance strategic planning with hands-on operational execution.

📝 Enhancement Note: The required skills emphasize a blend of program management expertise, UX domain knowledge, and operational process acumen. The preferred skills point towards specific tooling and methodologies that would be advantageous. The experience level suggests a mid-to-senior level role.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Process Improvement Case Studies: Showcase instances where you identified inefficiencies in UX or Design System workflows and implemented structured improvements, detailing the problem, your approach, the solutions implemented, and quantifiable outcomes (e.g., reduced cycle time, improved adoption rates, increased stakeholder satisfaction).

• System Implementation & Optimization: Provide examples of how you have supported or led the implementation, adoption, or optimization of operational systems, tools, or frameworks that improved UX delivery, such as design system management tools, project tracking systems, or collaboration platforms.

• Governance Model Design: Include documentation or descriptions of governance models you've helped establish or refine for Design Systems or UX processes, highlighting how they ensured consistency, quality, and scalability.

• Metrics & Reporting Frameworks: Present examples of operational metrics and reporting dashboards you've developed or utilized to track UX delivery health, team performance, Design System adoption, or program progress, demonstrating data-driven decision-making.

Process Documentation:

• Workflow Design & Optimization: Demonstrate your ability to map out existing UX/Design System workflows, identify bottlenecks, and design optimized, scalable, and potentially automated processes. This could include intake processes, release coordination, or feedback loops.

• Implementation & Automation: Provide examples of how you've guided the implementation of new processes or tools, or how you've leveraged automation (including AI-assisted workflows) to streamline operational tasks and improve efficiency within UX functions.

• Measurement & Performance Analysis: Showcase your approach to defining, measuring, and analyzing the performance of UX operations and Design Systems, using data to identify areas for improvement and demonstrate impact.

📝 Enhancement Note: For a role focused on scaling operations and implementing new workflows, a portfolio demonstrating tangible process improvements, system implementations, and data-driven success stories is crucial. The emphasis on DesignOps and AI-enabled workflows means candidates should be prepared to show how they've applied these concepts.

💵 Compensation & Benefits

Salary Range: Based on the provided salary bands for US locations, the estimated range for this role is:

• $109,000 - $194,200 USD per year, depending on candidate location and cost of living.
  • Higher end ($135,900 - $194,200) for high cost-of-living areas like Boston, MA.
  • Mid-range ($123,100 - $185,000) for other metropolitan areas and specific states.

Benefits:

• Flexible work environment (Flexible-First policy)

• Medical, dental, and vision insurance

• Life and disability insurance

• 401(k) retirement plan with a generous 6% employer match (up to $12,000 annually)

• Flexible Spending Accounts (FSA) and Health Savings Accounts (HSA)

• Paid holidays, vacation time, and volunteer time

• Employee Assistance Program (EAP)

Working Hours: The role is full-time, implying a standard 40-hour work week. However, the "Flexible-First" policy suggests flexibility in daily scheduling, with potential for adjustments based on team needs and project demands.

📝 Enhancement Note: The salary ranges provided are comprehensive and location-dependent, reflecting common practice for tech roles in the US. The 401(k) match is particularly strong, offering significant retirement savings potential. The "Flexible-First" policy is a key benefit that emphasizes work-life balance and autonomy.

🎯 Team & Company Context

🏢 Company Culture

Industry: The company operates within the Property and Casualty (P&C) and General Insurance industry, providing intelligent SaaS solutions that modernize insurance operations.

Company Size: Duck Creek Technologies is a global company with over 1,700 employees. This mid-to-large size suggests established processes but also opportunities for impact within specific teams.

Founded: Duck Creek Technologies has a history of successful implementations, indicating a mature and stable organization. The company's focus on innovation and cloud-based solutions positions it as a forward-thinking entity in a traditional industry.

Team Structure:

• The UX Program Manager will likely be part of a central Product or Engineering organization, specifically within a team focused on Product Design, UX Research, or Design Systems.

• This role requires close collaboration with leaders from Product Management, Engineering, Accessibility, and UX Research, indicating a highly cross-functional and matrixed environment.

Methodology:

• Data-Driven Decision Making: The emphasis on operational analytics, metrics, and reporting suggests a culture that values data to inform strategy and measure success.

• Agile & Lean Principles: The mention of agile product development and the drive for efficiency points towards an agile or lean operational approach.

• Continuous Improvement: The focus on identifying and implementing AI-enabled workflows and operational improvements indicates a culture of ongoing optimization and adaptation.

• User-Centricity: As a UX-focused role, the underlying methodology will be centered on improving user experience through structured processes and consistent design.

Company Website: www.duckcreek.com

📝 Enhancement Note: Duck Creek Technologies is a significant player in the InsurTech space, aiming to transform a historically complex industry with modern technology. The "Flexible-First" approach to work is a defining cultural characteristic, aiming to blend flexibility with intentional in-person collaboration.

📈 Career & Growth Analysis

Operations Career Level: This is a mid-to-senior level Program Management role with a specialization in DesignOps/UX Operations. It requires significant experience in leading complex programs, implementing operational frameworks, and influencing cross-functional stakeholders. The role is critical for scaling operations within the Product Design and UX ecosystem.

Reporting Structure: The UX Program Manager will likely report into a Director or VP level within Product Management, Engineering, or a dedicated Operations function. They will manage programs rather than direct reports, coordinating efforts across various teams and leaders.

Operations Impact: This role has a direct impact on the efficiency, consistency, and quality of product development. By scaling UX delivery, optimizing Design Systems, and implementing AI-enabled workflows, the UX Program Manager will contribute to faster time-to-market, improved user satisfaction, and more predictable product releases, ultimately influencing the company's ability to innovate and compete in the insurance technology market.

Growth Opportunities:

• Leadership in DesignOps/ProductOps: Opportunity to become a recognized leader in establishing and maturing DesignOps practices within Duck Creek, potentially expanding to broader Product Operations initiatives.

• Specialization in AI-Enabled Operations: Deepen expertise in leveraging AI and automation to drive operational efficiency and innovation, a highly sought-after skill set.

• Strategic Program Leadership: Advance to managing larger, more complex, or more strategic programs that have a wider organizational impact.

• Cross-Functional Influence: Develop strong relationships and influence across Product, Engineering, and Design leadership, paving the way for leadership roles in these areas or in strategic operations.

• Mentorship: Potential to mentor junior program managers or operations professionals as the function grows.

📝 Enhancement Note: The growth path for this role is centered on deepening expertise in operational strategy, program management excellence, and the evolving landscape of AI in operations. It offers a chance to shape a critical function within a leading InsurTech company.

🌐 Work Environment

Office Type: Duck Creek operates on a "Flexible-First" model, meaning employees have the choice to work from home, in an office, or a hybrid schedule. However, the company is intentionally building stronger team presence in key growth areas like Boston, MA, Columbia, SC, and Bolivar, MO. This implies that while remote work is a primary option, there will be an expectation for candidates to be within reasonable distance of these hubs and open to participating in intentional, in-person collaboration moments with their teams.

Office Location(s): Key growth areas include Boston, MA; Columbia, SC; and Bolivar, MO. Candidates are expected to be within a reasonable commuting distance of one of these locations to facilitate in-person collaboration.

Workspace Context:

• Collaborative Environment: The emphasis on "Flying Together" initiative and intentional in-person moments suggests a culture that values collaborative work sessions, team building, and knowledge sharing, even within a flexible framework.

• Tools and Technology: The role will likely leverage a suite of modern collaboration and project management tools (e.g., Figma, Jira, Confluence, Miro, Airtable) to support distributed and hybrid teams, facilitating seamless operations.

• Team Interaction: Opportunities for direct interaction with Product, Engineering, and Design leaders will be frequent, fostering a dynamic and communicative work environment.

Work Schedule: The standard full-time work schedule is expected, but the "Flexible-First" policy allows for autonomy in daily scheduling. This flexibility is beneficial for managing complex operational tasks, coordinating across time zones, and allowing for focused deep work or collaborative sessions as needed.

📝 Enhancement Note: The "Flexible-First" model is a key differentiator. While remote-friendly, it's crucial for candidates to understand the expectation of periodic in-person collaboration, which may influence their preferred living location.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: A recruiter or hiring manager will review your application and resume, focusing on program management experience, DesignOps/UX Operations background, and familiarity with relevant tools and methodologies.

• Hiring Manager Interview: A deeper dive into your experience, focusing on your approach to operational challenges, program leadership, cross-functional collaboration, and understanding of UX/Design Systems. Expect behavioral questions and scenario-based inquiries.

• Panel Interview(s): You may meet with key stakeholders from Product, Engineering, and Design leadership. This stage assesses your ability to collaborate, communicate effectively, and understand their needs and challenges. They will likely probe your strategic thinking and problem-solving skills.

• Portfolio Presentation/Case Study: A significant portion of the process will likely involve presenting a portfolio showcasing your relevant work. This could be a formal presentation of case studies demonstrating process improvements, system implementations, or successful program management.

• Final Interview: Potentially with a senior leader (e.g., VP of Product, CTO) to assess overall fit, strategic alignment, and long-term potential.

Portfolio Review Tips:

• Focus on Impact: For each project, clearly articulate the problem, your specific role and actions, the solutions implemented, and most importantly, the quantifiable results and business impact (e.g., improved efficiency, reduced costs, increased adoption, better user satisfaction).

• Showcase Process Design: Highlight your ability to map, analyze, and optimize workflows. Use diagrams or flowcharts where appropriate to illustrate complex processes.

• Demonstrate Tool Proficiency: If you used specific tools (Figma, Jira, Azure DevOps, etc.) to manage projects, track progress, or implement solutions, be prepared to discuss your proficiency and how these tools facilitated success.

• Highlight Cross-Functional Collaboration: Provide examples of how you successfully partnered with diverse teams (Product, Engineering, Design, etc.) to achieve program objectives.

• Address AI/Automation: If you have experience with AI-enabled workflows or automation in operations, present it as a key differentiator, explaining the benefits realized.

• Tailor to the Role: Emphasize experiences most relevant to scaling UX operations, Design Systems, and implementing governance frameworks.

Challenge Preparation:

• Process Optimization Scenarios: Be ready to discuss how you would approach optimizing a specific UX workflow (e.g., design intake, feedback loop, release process) or improving Design System adoption.

• Stakeholder Management Scenarios: Prepare to articulate how you would manage competing priorities from different departments or resolve conflicts between teams.

• Metrics & Reporting: Think about key metrics for UX delivery, Design System health, and program success. Be ready to discuss how you would track and report on these.

• AI in Operations: Consider how AI could be applied to improve UX operations at Duck Creek, based on the job description.

📝 Enhancement Note: The interview process heavily emphasizes practical application of skills and the ability to demonstrate impact through a portfolio. Candidates should prepare concrete examples and be ready to articulate their strategic approach to operational challenges.

🛠 Tools & Technology Stack

Primary Tools:

• Design Tools: Figma (highly likely given preference), potentially others like Sketch or Adobe XD.

• Project Management & Collaboration: Jira (explicitly mentioned), Confluence (explicitly mentioned), Azure DevOps (explicitly mentioned), Mural (explicitly mentioned), Airtable (explicitly mentioned), Aha! (explicitly mentioned), Linear (explicitly mentioned), Miro. These tools are essential for tracking sprints, managing backlogs, documentation, and facilitating collaboration.

• Design Systems Management: While not explicitly named, tools or platforms that support design system component libraries, documentation, and version control would be relevant.

Analytics & Reporting:

• Operational Analytics: Experience with tools that can track project progress, team velocity, resource allocation, and overall delivery health. This could involve built-in Jira/Azure DevOps reporting, dedicated analytics platforms, or custom dashboards.

• Dashboarding Tools: Proficiency in creating clear, concise dashboards for executive reporting and team visibility on KPIs and program status.

CRM & Automation:

• CRM: While not directly a CRM role, understanding how UX/Design impacts the customer journey managed within a CRM context is beneficial.

• Workflow Automation: Experience with tools or methodologies for automating repetitive operational tasks, particularly those related to design workflows, release processes, or documentation. This includes familiarity with AI-assisted workflows.

• Integration Tools: Understanding how different tools within the tech stack integrate to ensure seamless data flow and process efficiency.

📝 Enhancement Note: The extensive list of preferred tools indicates a modern, integrated technology environment. Candidates should highlight their proficiency with at least several of these, demonstrating adaptability and a willingness to work with established systems.

👥 Team Culture & Values

Operations Values:

• Respect, Listen, Care, Add Value, Lead: These are Duck Creek's core company values. For an operations role, this translates to:

  • Respect: Valuing diverse perspectives from Product, Engineering, and Design teams.
  • Listen: Actively seeking input from stakeholders to understand their operational needs and pain points.
  • Care: Demonstrating a commitment to improving the working lives and efficiency of the teams supported.
  • Add Value: Focusing on initiatives that deliver tangible improvements in efficiency, scalability, and quality.
  • Lead: Taking initiative to drive operational improvements, influence best practices, and guide cross-functional efforts.

• Data-Driven Approach: A strong emphasis on using metrics and analytics to guide decisions and demonstrate the impact of operational improvements.

• Efficiency and Scalability: A core tenet of operations is to optimize processes for speed, effectiveness, and the ability to handle growth.

• Continuous Improvement: An ongoing commitment to identifying opportunities for enhancement and implementing changes.

Collaboration Style:

• Cross-Functional Integration: The role necessitates working closely with various departments, requiring strong collaboration skills to bridge gaps between UX, Product, and Engineering.

• Process Review Culture: An environment that encourages open feedback on processes and workflows to identify areas for refinement.

• Knowledge Sharing: A culture that supports sharing best practices, lessons learned, and operational insights across teams.

• Stakeholder Management: Proactive communication and engagement with stakeholders to ensure alignment, manage expectations, and gather necessary input.

📝 Enhancement Note: The company's stated values provide a clear framework for how employees are expected to interact and operate. A candidate's ability to embody these values, particularly "Add Value" and "Lead" in an operational context, will be key.

⚡ Challenges & Growth Opportunities

Challenges:

• Scaling Operations in a Growing Company: As Duck Creek continues to grow, maintaining operational efficiency and consistency across a larger organization will be a key challenge.

• Balancing Competing Priorities: Effectively managing diverse stakeholder needs (Product roadmap, technical debt, accessibility, strategic initiatives) requires strong prioritization and negotiation skills.

• Driving Adoption of New Processes/Tools: Introducing new workflows or AI-enabled tools can face resistance; overcoming this requires strong change management and communication.

• Ensuring Consistency Across Distributed Teams: Maintaining a unified UX and Design System experience across remote and hybrid teams requires robust governance and communication strategies.

• Integrating AI Responsibly: Navigating the ethical and practical considerations of implementing AI-assisted workflows to enhance productivity without compromising quality or user trust.

Learning & Development Opportunities:

• Operations Strategy & Frameworks: Deepen expertise in designing and implementing scalable operational frameworks, governance models, and process optimization strategies.

• AI in Operations: Gain hands-on experience with AI-powered tools and methodologies for enhancing workflow efficiency and delivery velocity, positioning as a specialist in this emerging field.

• Design System Management: Become an expert in enterprise-level Design System operations, including governance, adoption, and lifecycle management.

• Cross-Functional Leadership: Enhance skills in influencing and leading initiatives across diverse departments, building a strong network and strategic perspective.

• Industry Trends: Stay abreast of the latest trends in UX, DesignOps, ProductOps, and AI in technology development.

📝 Enhancement Note: This role presents an opportunity to tackle significant operational scaling challenges, particularly in the context of evolving technologies like AI, within a well-established company. The learning opportunities are substantial for professionals looking to grow in specialized operations fields.

💡 Interview Preparation

Strategy Questions:

• "How would you approach designing a scalable intake process for new design requests within a growing Product Design team?" (Focus on process mapping, prioritization, and stakeholder communication.)

• "Describe a time you had to balance competing priorities from Engineering, Product, and Design. How did you manage it, and what was the outcome?" (Assess prioritization, negotiation, and cross-functional collaboration skills.)

• "If we wanted to improve the adoption rate of our Design System, what operational steps would you take?" (Look for strategies involving governance, documentation, training, and community building.)

Company & Culture Questions:

• "What interests you about Duck Creek Technologies and our mission in the insurance industry?" (Research the company's products, vision, and recent news.)

• "How do you align with our core values of Respect, Listen, Care, Add Value, and Lead?" (Provide specific examples of how you've demonstrated these values in past roles.)

Portfolio Presentation Strategy:

• Structure: Organize your presentation logically, perhaps by project or by type of operational improvement. For each example, clearly state the objective, your role, the challenge, your solution/process, the tools used, and the quantifiable results.

• Quantify Impact: Use data and metrics extensively. Instead of "improved efficiency," say "reduced design review cycle time by 20%."

• Showcase Process Thinking: Use visual aids like flowcharts, diagrams, or screenshots to illustrate processes you've designed or optimized.

• Highlight Collaboration: Emphasize how you worked with others to achieve outcomes.

• Address AI/Automation: If applicable, dedicate a section or integrate examples of how you've used AI or automation to enhance operations.

• Be Ready for Q&A: Anticipate questions about your methodologies, challenges encountered, and how you would apply your experience to Duck Creek's specific context.

📝 Enhancement Note: The interview process is geared towards assessing practical application, strategic thinking, and cultural fit. Candidates should prepare detailed examples from their experience and be ready to articulate their vision for operational improvement.

📌 Application Steps

To apply for this UX Program Manager position:

• Submit your application through the provided link on the Duck Creek Technologies careers portal.

• Customize Your Resume: Tailor your resume to highlight keywords from the job description, such as "UX Program Management," "DesignOps," "Product Operations," "Design Systems," "Agile," "AI-enabled workflows," and specific tools like "Figma" and "Jira." Quantify achievements with metrics wherever possible.

• Prepare Your Portfolio: Curate a selection of your strongest work that demonstrates process optimization, system implementation, Design System governance, and cross-functional program leadership. Focus on case studies with clear objectives, actions, and measurable results.

• Research Duck Creek: Understand their products, mission, "Flexible-First" culture, and core values. Prepare to articulate why you are a good fit for their specific environment and industry.

• Practice Your Presentation: Rehearse your portfolio presentation, ensuring you can clearly and concisely communicate your experience, impact, and strategic approach. Be ready to answer behavioral and situational questions related to operational challenges and stakeholder management.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and operations industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.

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