[Hiring] Head of Product, Conversations @Help Scout

Role Description

You'll own the Conversations product group end to end: vision, roadmap, monetization, and results for the Inbox and Copilot product lines. You'll report to Scott Rocher, our Chief Product Officer, and you'll be accountable for the revenue growth of the group. This is a player/coach role.

• Set the vision and strategy for the Conversations group, and decide how Inbox and Copilot evolve together as one experience where AI makes every support pro faster without breaking their flow.
• Drive the Inbox roadmap hands-on: the workspace where every channel comes together and where our users spend their time in the product.
• Drive the Copilot roadmap hands-on: integrations, contextual summaries, suggestions, and in-the-moment assistance that make each person on a support team meaningfully better at their job.
• Own how your products are monetized, designing the packaging that makes each seat more valuable as Copilot does more.
• Partner deeply with the Autonomy group to ensure seamless integration between Copilot and the agent platform.
• Spend real time with customers to understand their workflows and how AI can assist them.
• Partner with GTM and CS to ensure clear communication of the Conversations story and effective customer feedback loops.
• Build and manage the Conversations PM team as it grows, coaching for judgment and raising the bar for product craft across the group.

Qualifications

• You've owned a core product at scale, fluent in both the commercial side of product and user experience.
• You've shipped AI-powered products and understand their dynamics.
• You collaborate well across ownership lines, co-owning product surfaces with peers.
• You think in outcomes, focusing on metrics like time to resolution and team efficiency.
• You care about craft, noticing details that enhance software usability.
• You have strong monetization instincts, capable of packaging a product line effectively.
• You've managed product managers and enjoy doing the work yourself.
• You're data self-sufficient, able to pull and analyze your own data.
• You're technically fluent enough to engage meaningfully with engineers.
• You're fluent with AI tools, using them for research and strategy.
• You understand the importance of judgment in execution.
• You're an excellent writer, able to articulate your thoughts clearly.
• You've worked in B2B SaaS, understanding the nuances of building for support teams versus end consumers.

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.