Head of Product – Conversations

Job Description:

  • 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

Requirements:

  • 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

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