Product Manager - Workforce Management

Assembled • New York, NY

2d • Onsite

About The Position

Great customer support requires human agents and AI in perfect balance, and Assembled is the only unified platform that orchestrates both at scale. Companies like Canva, Etsy, and Robinhood use Assembled to coordinate their entire support operation — in-house agents, BPOs, and AI — in a single operating system. With AI Agents that resolve cases end-to-end, AI Copilot for agent assistance, and AI-powered workforce management that optimizes both human and AI capacity, Assembled helps teams deliver faster, better service while making smarter decisions about how to staff and automate. Backed by $70M from NEA, Emergence Capital, and Stripe, we're building the platform that makes AI and human collaboration actually work.
Product Management at Assembled articulates the most important problems to solve in a way that will delight customers and grow the business. To do this, you should expect to partner closely with support teams at the world's best brands – small and large – and regularly meet with prospects to paint the vision and learn about their problems and what resonates.
In this role, you will work with the teams responsible for integrations, onboarding and customer analytics and reporting. These teams are building the foundational systems that ensure contact center data flows into Assembled accurately and completely, and that customers can derive clear, consistent insights from that data. A small sample of recently shipped work by these teams includes:
An MCP server for natural language inquiries about Assembled data
New dashboards on AI Support Agent efficacy, Copilot impact, and how AI and support team members are working together to solve customers' problems
A Chrome extension for support agent notifications and productive work tracking
Integrations with major telephony and contact platforms to unblock enterprise customers and availability-aware AI-to-human agent call handoffs
Massive improvements in availability and consistency of metrics, through next generation data pipeline improvements
In this role, you'll drive high-impact insights from our data platform foundation, own a seamless onboarding and activation experience for customers, and chart a path for scaling and deepening our integrations across the support ecosystem – with a clear strategy around where to build vs. partner.
This is an onsite role based out of New York City with an in-office requirement of 5 days, Monday - Friday.

Requirements

• 5+ years of product management experience in enterprise SaaS, with a proven track record of impact beyond feature-level PM work – you've set the direction for business-impacting areas
• Experience at a growing, venture-backed startup where business needs and teams evolve quickly
• Strong analytical and technical product skills: you love getting deep in the data and technical details, and you can quickly form perspectives on integration strategies, data stacks, and infrastructure choices
• Experience building analytics products or data-driven experiences for business users
• Collaborative, helpful style with a track record of building strong partnerships and trust across functions – especially with engineering teams – and making the people around you more effective
• Strong written and verbal communication skills: this is a rigorous writing culture that welcomes discussion and feedback
• Customers-first mindset with strong discovery and communication skills to work directly with senior stakeholders as a representative of the company
• Bias to action and an innate sense of urgency
• Currently based in or willing to relocate to the New York metro area; please address this in your application

Nice To Haves

• Experience building AI-powered product features in a practical, customer-value-driven way
• Experience designing or managing integrations products and platform API strategy

Responsibilities

• Working directly with prospects and customers to deeply understand problems and needs and build together. Research, partner across functions, and analyze feedback and usage data to ensure what we're building solves problems across our customer base in delightful and impactful ways.
• Owning the AI-powered workforce setup and onboarding experience. The Integrations & Onboarding team ensures contact center data is accurate, timely, and complete, and that customers can quickly configure their workforce – queues, exclusions, agent states – without heavy manual lift. You'll drive the product vision for making that experience faster and smarter.
• Scaling and deepening our integrations platform. You'll shape the strategy for how Assembled integrates with the broader support ecosystem, working with a team that owns the underlying integrations framework and standardizes how integrations are built across the company. This means forming clear perspectives on where to build vs. partner and how to best serve enterprise customers.
• Empowering support leaders with data. The Data Infrastructure team owns the analytics pipeline, core metrics calculations, and metric definitions that power every report and dashboard in Assembled. You'll ensure the numbers customers rely on are accurate, fast, well-defined, and consistent – and find new ways to turn that data foundation into actionable insights for support leaders.
• Leading and mentoring junior PMs. As a senior member of the product team, you'll bring strategic leadership to how we build — helping raise the bar on product thinking, writing culture, and ways of working across the team
• Championing high product quality and impact. We hold a high bar for usability, visual design, accuracy, and shipping work that moves the needle for our customers and our business.
• Fostering a fast-paced, growth-mindset, empathetic culture. The needs of our customers are changing quickly as companies grow and navigate new ways of working. The ability to thrive in ambiguity and help us proactively shape the function and culture is critical.

Benefits

• Generous medical, dental, and vision benefits
• Paid company holidays, sick time, and unlimited time off
• Monthly credits to spend on each: professional development, general wellness, Assembled customers, and commuting
• Paid parental leave
• Onsite work model with catered lunches everyday (M-F), snacks, and beverages in our SF & NY offices
• 401(k) plan enrollment

What This Job Offers

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