Head of Product – Conversations

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Help Scout

WebsiteLinkedInAlle Stellen

51 - 200 Mitarbeiter

Gegründet 2011

☁️ SaaS

SaaS • Customer Support

Help Scout ist eine Kundenservice-Plattform, die eine Vielzahl von Tools bietet, um Teams zu stärken und das Kundenerlebnis zu verbessern. Die Plattform umfasst Funktionen wie ein gemeinsames Postfach, Live-Chat, eine Selbstbedienungs-Wissensdatenbank und proaktive Nachrichten, um Teams dabei zu helfen, personalisierten und effizienten Support zu bieten. Help Scout betont die Bedeutung eines persönlichen Ansatzes im Kundenservice und integriert KI-Tools unterstützend, ohne die Kundenerfahrung von der KI dominieren zu lassen. Es bedient eine Vielzahl von Branchen mit dem Fokus, herausragenden Support zu leisten, bei dem sowohl das Team als auch der Kunde im Mittelpunkt stehen.

Beschreibung

• Set the vision and strategy for the Conversations product group, defining how Inbox and Copilot evolve together • Own the Conversations product group end to end, including vision, roadmap, monetization, and results • Drive the Inbox roadmap hands-on, focusing on speed, reliability, and polish • Drive the Copilot roadmap hands-on, including integrations, contextual summaries, suggestions, and in-the-moment assistance • Design monetization and packaging across seats and AI usage • Model product impact with partners across Help Scout • Partner with the Autonomy group to jointly own product seams and integrations • Spend time with customers to understand support workflows and AI opportunities • Partner with GTM and CS to clarify the product story, improve adoption, and feed customer feedback into the roadmap • Build, hire, and manage the Conversations PM team as it grows • Report to Scott Rocher, Chief Product Officer

🎯 Anforderungen

• Experience owning a core product at scale, especially a product used throughout the workday • Commercial product expertise across features, user experience, and monetization • Experience shipping AI-powered products • Ability to collaborate across ownership boundaries and co-own product surfaces • Outcome-oriented approach, including metrics such as time to resolution and drafts accepted • Strong product craft and attention to speed, reliability, and detail • Strong monetization instincts for products spanning seats and outcomes • Previous experience managing product managers • Data self-sufficiency: ability to pull data and run analyses • Technical fluency sufficient to build trust with engineers and discuss system architecture • Fluency with AI tools for research synthesis, strategy testing, rapid prototyping, and customer signal analysis • Strong judgment and prioritization skills • Excellent writing skills, including one-pagers, briefs, and narratives • Experience working in B2B SaaS • Experience as a Product Manager managing a SaaS product is a hard requirement • Experience shipping agentic experiences is a hard requirement • Applicants must be US-based • Must already be authorized to work from the home country; Help Scout does not sponsor visas

🏖️ Vorteile

• 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 • Top tier health insurance for you and your dependents if you’re in the U.S. or Canada • Fully remote work