Director of Product

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Help Scout

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2011

☁️ SaaS

SaaS • Customer Support

Help Scout is a customer support platform that offers a range of tools to empower teams and enhance the customer experience. The platform includes features such as a shared inbox, live chat, self-service knowledge base, and proactive messaging to help teams deliver personalized and efficient support. Help Scout emphasizes the importance of a personal touch in customer service, integrating AI tools in a supportive way rather than allowing AI to dominate the customer experience. It caters to a variety of industries with a focus on maintaining outstanding support that prioritizes both the team and the customer.

📋 Description

• As we expand and diversify our suite of revenue generating products, you’ll define what winning looks like across the product suite and hold yourself accountable to it. • Make the product strategy clear and actionable for the entire org, partnering with your team, Chief Product Officer, and other senior leaders to inform prioritization across growth, intelligence, conversations, and agents capabilities. • Help the organization make tough tradeoffs on priority, using clear logic and guidelines. • Understand and actively manage the relationship between product decisions and business economics: pricing, packaging, retention, and margin. Product is a financial lever, not just a feature factory. • Manage and develop a team of 4 PMs. Set a clear outcome metric at the start of every project, then trust the team to execute. • Drive cycle times down. Eliminate gates that exist for their own sake, and build the talent density that makes trust the default. • Shape how the team uses AI, as practitioners and as product thinkers. • Spend meaningful time in customer calls, support conversations, and research. The signal you bring back is the most important qualitative input to every bet. • You proactively seek to answer complex questions by exploring data. Quantitative fluency is part of how you work, not something you delegate. You’ll leverage our data warehouse and AI-native tools including Hex, Mixpanel, and more. • You can confidently speak to Help Scout's product vision with customers and prospects. You are a credible, compelling voice for where we're going. • Develop taste and judgment within the product team through coaching, critique, and example, not through gate reviews.

🎯 Requirements

• You own outcomes at the business level. You measure your work by whether the bets you championed moved the metrics you predicted. • You have strong strategic judgment. You can look at a fuzzy problem space and return with a clear, prioritized set of bets. You hold strong views, defend them with evidence, and change them when the evidence demands it. • You understand what AI changes about this role. When execution is cheap, judgment is the bottleneck. You operate accordingly. You're genuinely fluent with AI tools and have a point of view on where they're taking product work. • You know the difference between being close to the work and being in the way of it. You set a clear outcome, trust the team, and resist the pull to over-specify. Your best hours go to strategy and prioritization. • You're an excellent writer and presenter. The medium of decision at Help Scout is the written word. You make your thinking visible, and you understand that good written context is how AI amplifies your strategic work. • You have strong product sense and design judgment. You notice when something is off and you hold the quality bar consistently. • You understand product as a financial lever. You connect roadmap decisions to the key financial metrics of the business.

🏖️ Benefits

• Competitive salary and an internal, transparent salary formula based on market data • Flexible time off – you choose the holidays and vacations that make sense for you • 12 weeks of fully paid parental leave for all new parents, including adoption and foster care • A home office stipend to help you get set up and productive • A co-working stipend up to $300 a month if you choose to work out of your house • A yearly professional development stipend of $1,800 to help you grow in your craft • If you’re in the U.S. or Canada, we offer top tier health insurance for you and your dependents.