Director of Product

Help Scout • ,

7d • $218,000 - $234,000 • Remote

About The Position

Help Scout builds software for relationship businesses — companies that earn loyalty through outstanding customer service. We’ve been on this journey since 2011, and today more than 10,000 companies use our platform to support customers of all types, from clients to patients and beyond. Now we’re in a new chapter: not only building AI that gives teams more space to focus on the customer experience, but also reimagining how we operate in an AI-native world. That means shipping and learning faster, without compromising on craft. Great work here carries a strong opinion and sweats the details, regardless of the tools we use to drive it. We’ve been a fully remote team since day one, with 120+ teammates now all over the world. It’s a culture where you’ll be trusted to take ownership, stay curious, and raise the quality of work around you. It comes with clear expectations and a team that will push you to do some of the best work of your career. If that kind of challenge gives you energy, we’d love to meet you.

Requirements

• Own outcomes at the business level.
• Measure your work by whether the bets you championed moved the metrics you predicted.
• Have strong strategic judgment.
• Understand what AI changes about this role.
• Operate with judgment when execution is cheap.
• Be genuinely fluent with AI tools and have a point of view on where they're taking product work.
• Know the difference between being close to the work and being in the way of it.
• Set a clear outcome, trust the team, and resist the pull to over-specify.
• Your best hours go to strategy and prioritization.
• Be an excellent writer and presenter.
• Make your thinking visible, and understand that good written context is how AI amplifies your strategic work.
• Have strong product sense and design judgment.
• Understand product as a financial lever.
• Connect roadmap decisions to the key financial metrics of the business.

Nice To Haves

• You can look at a fuzzy problem space and return with a clear, prioritized set of bets.
• You hold strong views, defend them with evidence, and change them when the evidence demands it.
• You notice when something is off and you hold the quality bar consistently.

Responsibilities

• Define what winning looks like across the product suite and hold yourself accountable to it.
• Make the product strategy clear and actionable for the entire org, partnering with your team, Chief Product Officer, and other senior leaders to inform prioritization across growth, intelligence, conversations, and agents capabilities.
• Help the organization make tough tradeoffs on priority, using clear logic and guidelines.
• Understand and actively manage the relationship between product decisions and business economics: pricing, packaging, retention, and margin.
• Manage and develop a team of 4 PMs.
• Set a clear outcome metric at the start of every project, then trust the team to execute.
• Drive cycle times down. Eliminate gates that exist for their own sake, and build the talent density that makes trust the default.
• Shape how the team uses AI, as practitioners and as product thinkers.
• Spend meaningful time in customer calls, support conversations, and research.
• Proactively seek to answer complex questions by exploring data.
• Leverage our data warehouse and AI-native tools including Hex, Mixpanel, and more.
• Confidently speak to Help Scout's product vision with customers and prospects.
• Develop taste and judgment within the product team through coaching, critique, and example, not through gate reviews.

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.

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Education Level: No Education Listed