Head of Product – Conversations

This is a fully remote position, open to applicants in United States.

📋 Description

• Establish the vision and strategy for the Conversations product group, outlining the evolution of Inbox and Copilot.

• Take full ownership of the Conversations product group from inception to conclusion, encompassing vision, roadmap, monetization, and outcomes.

• Actively manage the Inbox roadmap, prioritizing speed, dependability, and refinement.

• Actively manage the Copilot roadmap, including integrations, contextual summaries, suggestions, and real-time assistance.

• Create monetization strategies and packaging across user seats and AI utilization.

• Collaborate with partners across Help Scout to model product impact.

• Work alongside the Autonomy group to jointly oversee product integrations and boundaries.

• Engage with customers to comprehend support workflows and identify AI opportunities.

• Collaborate with GTM and CS teams to clarify the product narrative, enhance adoption, and incorporate customer feedback into the roadmap.

• Recruit, build, and manage the Conversations PM team as it expands.

• Report directly to Scott Rocher, Chief Product Officer.

⛳️ Requirements

• Proven experience managing a core product at scale, particularly one utilized throughout the workday.

• Expertise in commercial product features, user experience, and monetization strategies.

• Experience in launching AI-driven products.

• Ability to collaborate across various ownership boundaries and co-manage product interfaces.

• Results-oriented mindset, focusing on metrics like time to resolution and acceptance rates of drafts.

• Strong product craftsmanship with a keen eye for speed, reliability, and detail.

• Intuitive understanding of monetization across user seats and outcomes.

• Previous experience leading product managers.

• Data self-sufficiency: capability to extract data and conduct analyses independently.

• Technical fluency to build rapport with engineers and discuss system architecture.

• Proficiency with AI tools for research synthesis, strategy validation, rapid prototyping, and customer signal analysis.

• Excellent judgment and prioritization abilities.

• Outstanding writing skills, including the ability to create one-pagers, briefs, and narratives.

• Experience in a B2B SaaS environment.

• Previous experience as a Product Manager overseeing a SaaS product is a strict requirement.

• Experience in delivering agentic experiences is a strict requirement.

• Candidates must reside in the U.S.

• Must already possess authorization to work in the home country; Help Scout does not provide visa sponsorship.

🏝️ Benefits

• Competitive salary with a transparent internal salary formula based on market analytics.

• Flexible time off – you decide the holidays and vacations that suit you best.

• 12 weeks of fully paid parental leave for all new parents, including those adopting or fostering.

• A stipend for home office setup to enhance productivity.

• Co-working stipend of up to $300 monthly if you opt to work outside of your home.

• An annual professional development stipend of $1,800 to support your growth.

• Premium health insurance for you and your dependents if you reside in the U.S. or Canada.

• Fully remote work.