Senior Product Manager, Intelligence

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🔥 21 minutes ago

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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

• Own the full product roadmap for the Intelligence pillar: Topics, Sentiment detection, CX Score, and contact/company profiles enriched with conversation data • Ship the near-term: get Topics and Sentiment in front of customers fast, with a clear value signal — then use what you learn to sequence what comes next • Define the conversion moment: CX Score and churn risk alerts are the features that make a customer want to pay for Understand. You'll own how those land and what they trigger • Treat Intelligence as a shared primitive, not a standalone product. Signals from this pillar need to be accessible to the Agent and Conversations pillars — you'll coordinate those interfaces actively • Partner with the Gateway and Data teams to ensure the underlying infrastructure can support the aggregates Intelligence depends on, especially as CRM and lifecycle data start flowing in • Spend time with customers: support leads, ops managers, and the business owners who care about what support data can tell them • Work with GTM on the messaging for Understand — this is a net-new category for Help Scout and the story needs to land clearly

🎯 Requirements

• You've built data or analytics products before — you think naturally in aggregates, trends, and signals, not just features • You understand what makes an insight actionable vs. merely interesting, and you design toward the former • You're data self-sufficient. You pull your own queries, run your own analyses, and use numbers to validate bets and pressure-test direction — you don't wait for someone else to tell you what the data says • You have strong monetization instincts around data products. "Conversations analyzed" as a value metric isn't obvious — you can make the case for it internally and design toward it externally • You're patient enough to build a foundation correctly and urgent enough not to over-engineer before you've validated what customers actually use • You're genuinely fluent with AI tools and treat them as part of your craft — for research synthesis, pattern-matching across customer signals, strategy testing, and rapid prototyping. You have a point of view on where these tools are heading and how they're changing the shape of PM work • You collaborate well across teams. Intelligence is a cross-pillar primitive — if you hoard it, it fails. If you design it well, every other pillar gets better • You're an excellent writer. Help Scout runs on writing, and you make your thinking visible in one-pagers, briefs, and narratives that move decisions forward • You've worked in B2B SaaS and have a feel for what support leaders, ops teams, and business owners care about when they look at data.

🏖️ 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.