Digital Design Director

Mexico Full Time ⚠️ High Performance Warning All roles at TZLA demand exceptional performance and dedication. Before applying, please understand: We maintain extremely high standards and expect consistent excellence The work environment is fast‑paced with ambitious deadlines You must be comfortable with rapid changes and quick decision‑making We expect proactive problem‑solving and independent thinking Only apply if you thrive in high‑performance environments and are committed to delivering outstanding results. Position Overview TZLA is seeking a proven Digital Design Director to own the end‑to‑end experience vision and operating model for member‑facing and internal journeys. Reporting to the COO, this role leads Experience Design and owns UX, UI, and content strategy across Admissions, Onboarding, Community, Support, Marketing, and internal tools. You will scale capability, orchestrate omni‑channel journeys, and embed research and AI so that every touchpoint feels intentional, trustworthy, and measurable. You will align stakeholders and guide designers, vendors, and cross‑functional partners to ship simple, coherent journeys that move core metrics. You will stand up and mature journey management, research activation, AI‑enabled workflows, and a pragmatic design system so that journeys are mapped, measured, and continuously improved, and teams across TZLA can ship high‑quality experiences quickly and consistently. Key Responsibilities Establish journey governance across web, email, groups, and support Define KPIs for conversion, activation, retention, and donation readiness and drive weekly movement Research activation at scale Build mixed‑methods research, store observation, and rapid testing loops Maintain a searchable insights repo and decision log in Notion AI enablement and team upskilling Identify high‑leverage AI use cases. Set quality guardrails and training paths Publish playbooks that reduce cycle time without sacrificing rigor Design operations and systems Ship tokens, components, and content patterns for web, email, and docs Define intake, prioritization, critique, and review gates. Enforce standards Cross‑functional delivery and vendor management Partner with Operations, Engineering, and Member Experience to scope, prototype, validate, and ship Select and manage vendors for burst capacity. Hold to outcomes, SLAs, and quality bars Org design and capability building Calibrate roles, ladders, and coaching plans. Create a psychologically strong, high‑throughput team Roadmap and OKRs Co‑own quarterly OKRs with COO and CX leadership. Balance quick wins with foundational bets Write crisp briefs and design lean Figma assets. Unblock quickly with pragmatic decisions and implementation notes Measurement and accountability Define the event taxonomy with CX and Ops. Instrument releases and publish weekly readouts Required experience 12-20 years in experience, product, or digital design with measurable business impact 5+ years leading multi‑disciplinary teams or functions (e.g., product design, content, research, design ops) Track record of standing up or maturing research and design functions that move core funnel, activation, or retention metrics Demonstrated effectiveness working with Operations, Data, Legal, Finance, and external vendors on complex journeys Preferred experience Journey orchestration platforms, experiment design, and usability testing Automotive, retail, or complex service journeys with offline handoffs Documentation UX and knowledge bases (e.g., HelpKit or similar) Funnel and email journeys within CRM tooling such as GoHighLevel Core Technology Stack Leadership Documentation & Knowledge Management Notion – Wiki, project management, documentation systems Customer Management & Support GoHighLevel – CRM, forms, website, automations Zendesk – Member and Admissions ticket management Communication & Community Telegram – Internal communications and member groups Google Workspace – Email and productivity suite Operations & Infrastructure Inflow – Inventory and order management AI Solutions MyAskAI – Knowledge management Castmagic – Video processing Membership‑site experience assets you will own Acquisition and funnels Landing pages, lead magnets, quizzes, and application flows Waitlist and referral mechanics, social proof modules, and FAQ blocks Admissions and donations Value articulation and journey‑aligned pricing pages Donation checkout flows, upsell paths, abandonment recovery, and win‑back journeys Onboarding and activation Post‑acceptance onboarding, kit setup journeys, and milestone checklists First‑week engagement prompts and core guidance content in Notion and email Member area (gated) Information architecture, navigation, and content library structure Event calendars, announcements, and simple role‑based access patterns Community and communications Group structure and norms, onboarding to groups, and engagement loops Lifecycle emails, broadcasts, and triggered messaging in GoHighLevel Support and self‑service Help center, troubleshooting guides, and decision trees Ticket templates, macros, and deflection experiments in Zendesk Retention and expansion Renewal journeys, churn surveys, and downgrade or pause flows Cross‑sell and add‑on placements aligned to member value moments Governance and compliance Accessibility standards, content review gates, and style guides Consent, privacy notices, and terms placement within key journeys Measurement Event taxonomy for each asset and clear dashboards for key KPIs Simple experiment backlogs that tie tests to specific journey goals What success looks like in 90 days End‑to‑end journeys mapped with top friction points identified and a 3‑bet roadmap approved by the COO A weekly research cadence live with a lightweight insights repository and decision log in Notion V1 tokens, components, and content patterns adopted across at least two member‑facing surfaces Top‑of‑funnel instrumentation live with a baseline dashboard and at least two active experiments shipped with readouts Conversion: Increase top‑of‑funnel → qualified application conversion by +4–6 percentage points, with two experiments shipped and readouts by weeks 4 and 8 Activation: Reduce median time from acceptance to first successful kit setup by 30%, and raise week‑1 engagement rate by +15 percentage points Support deflection and quality: Cut repeat tickets on the top 3 issues by 20%, raise CSAT by +0.4, and reduce first response time by 25% About TZLA At TZLA Club, our members become superhuman. TZLA is the first self‑directed health science club, revolutionizing the concept of healing. We provide our members with a unique science kit that harnesses the power of plasma, and support them to experiment with its miraculous properties. Our team consists of brilliant, disciplined, and positive individuals who are pushing the boundaries of technology beyond conventional limits. Why Join TZLA? Foundational Impact: You will build the growth function from the ground up. Your work will not be a footnote; it will be the blueprint. A Culture of Excellence: Work with a disciplined, brilliant team in a high‑end environment that rewards initiative and outcomes. Live the Mission: Receive a substantial discount on a TZLA Club membership and experience our technology firsthand. Global Gatherings: Participate in regular, fully‑paid team retreats in exciting destinations. Next Steps As a test of attention to detail, please include "VOLUNTARYISMROCKS" in your application's "Briefly describe why you are applying for this position" section. This helps us identify candidates who take the time to read and understand our requirements. Our goal is to approach each hiring decision methodically, ensuring we identify the right fit for our team. Our process is built on mutual discovery and respect, allowing both sides to assess alignment thoughtfully. Application Review: We meticulously review your materials. Strategic Assessment: Qualified candidates will complete a brief, real‑world scenario questionnaire to demonstrate their strategic and technical approach. Screening Interview (60 mins): A deep dive into your experience and a clear look into TZLA's vision and culture. C‑Level Interview: A conversation with founders to discuss your unique capabilities, past achievements, and how you elevate team performance. We will cover compensation, vision, and onboarding. #J-18808-Ljbffr