Senior Product Manager, Intelligence

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

📋 Description

• Take ownership of the complete product roadmap for the Intelligence pillar, which includes Topics, Sentiment detection, CX Score, and contact/company profiles enhanced with conversation data.

• Deliver immediate results: quickly present Topics and Sentiment to customers, ensuring a clear value signal, and utilize the insights gained to determine the next steps.

• Establish the conversion moment: CX Score and churn risk alerts are critical features that incentivize customers to invest in Understand. You'll manage their implementation and the actions they trigger.

• Approach Intelligence as a collaborative foundation rather than an isolated product. Signals from this pillar must be accessible to the Agent and Conversations pillars, requiring your active coordination.

• Collaborate with the Gateway and Data teams to guarantee that the underlying infrastructure can support the aggregates that Intelligence relies on, particularly as CRM and lifecycle data begin to flow in.

• Engage with customers: support leads, operations managers, and business owners who are invested in the insights provided by support data.

• Collaborate with GTM on the messaging for Understand — this represents a new category for Help Scout, and the narrative must be clearly communicated.

⛳️ Requirements

• You have experience in building data or analytics products, naturally thinking in terms of aggregates, trends, and signals rather than just features.

• You comprehend what transforms an insight into an actionable item as opposed to merely an interesting fact, and you design your work accordingly.

• You are data self-sufficient; you can pull your own queries, conduct your own analyses, and leverage data to validate hypotheses and assess direction — you don't rely on others for data interpretation.

• You possess strong instincts for monetizing data products. The value metric of "Conversations analyzed" may not be obvious — you can advocate for it internally and design for it externally.

• You have the patience to build a solid foundation correctly while being urgent enough to avoid over-engineering before validating customer usage.

• You are genuinely proficient with AI tools, integrating them into your work for research synthesis, pattern recognition across customer signals, strategy testing, and rapid prototyping. You have insights on the evolution of these tools and their impact on product management.

• You work effectively across teams. Intelligence serves as a cross-pillar foundation — if you keep it to yourself, it will fail. If designed well, it enhances every other pillar.

• You are an exceptional writer. Help Scout thrives on written communication, and you make your thoughts visible through one-pagers, briefs, and narratives that advance decision-making.

• You have experience in B2B SaaS and understand the perspectives of support leaders, operations teams, and business owners when they analyze data.

🏝️ Benefits

• Competitive salary and a transparent internal salary formula grounded in market data.

• Flexible time off – you select 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 home office stipend to assist in creating a productive workspace.

• A co-working stipend of up to $300 a month if you opt to work outside your home.

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

• If you reside in the U.S. or Canada, we provide top-tier health insurance for you and your dependents.