Head of Product, Conversations & AI Copilot
Overview
You will own the Conversations product group end to end, covering the Inbox and Copilot product lines at Help Scout. This group serves over 10,000 companies and manages more than 3 billion conversations, making it the core of the business. You'll set the vision, drive the roadmap hands-on, and own monetization, while partnering with the Autonomy group to integrate AI seamlessly. As a player/coach, you'll also build and manage a team of product managers. This role is remote within the U.S. and reports to the Chief Product Officer.
What You'll Do8
- 1Set the vision and strategy for the Conversations group, deciding how Inbox and Copilot evolve together as one AI-powered experience.
- 2Drive the Inbox roadmap hands-on, ensuring speed, reliability, and polish in the workspace where users spend most of their day.
- 3Drive the Copilot roadmap hands-on, delivering contextual summaries, suggestions, and in-the-moment assistance that make support teams more effective.
- 4Own monetization for the group, designing packaging that spans seats and AI usage to increase value per seat.
- 5Partner deeply with the Autonomy group to co-own the seams between Copilot and Agent, ensuring a seamless customer experience.
- 6Spend time with customers to understand how support pros use AI, where it helps, and where it gets in the way.
- 7Collaborate with GTM and CS to clarify the Conversations story, tighten adoption, and feed feedback into the roadmap.
- 8Build and manage the Conversations PM team as it grows, coaching for judgment and raising product craft standards.
Requirements8
- 110+ years in product management, with ownership of a core product used daily by customers.
- 2Proven experience shipping AI-powered products and understanding their success and failure modes.
- 3Strong commercial acumen, including monetization strategy and packaging for SaaS products.
- 4Data self-sufficiency: ability to pull own data, run analyses, and use numbers to pressure-test direction.
- 5Technical fluency to build trust with engineers and hold meaningful conversations about system architecture.
- 6Excellent written communication, making thinking visible through one-pagers, briefs, and narratives.
- 7Experience managing product managers and still enjoying hands-on product work.
- 8Experience in B2B SaaS, understanding the differences from consumer products.
Salary Insight
$263 - $290k per year
Location
Required Skills
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