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Head of Product, Conversations

Help Scout· Experience
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Remote$263k - $290kFull-timePosted 2mo ago

About the role

Head of Product responsible for the Conversations product group (Inbox and Copilot) end-to-end, including vision, roadmap, monetization, and revenue growth. Remote, full-time role open to US-based applicants.

Responsibilities

  • 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. Conversations spans seats and AI usage, and you'll design the packaging that makes each seat more valuable as Copilot does more.
  • Partner deeply with the Autonomy group. Align the seams between Copilot and agent platform to be invisible to customers.
  • Spend real time with customers to understand how support pros and leaders actually work, where AI helps, and where it gets in the way.
  • Partner with GTM and CS to ensure a clear Conversations narrative, tight adoption motion, and feedback loops into the roadmap.
  • Build and manage the Conversations PM team as it grows, coaching for judgment and elevating product craft.

Qualifications

  • You've owned a core product at scale, fluent in the commercial side of product as well as user experience and features.
  • You've shipped AI-powered products and understand how they succeed and fail.
  • You collaborate across ownership lines and can co-own a product surface with a peer while keeping seams invisible to customers.
  • You think in outcomes (time to resolution, drafts accepted, team efficiency).
  • You care about craft and hold a roadmap to high standards of speed, reliability, and polish.
  • You have strong monetization instincts and can package a product line spanning seats and outcomes.
  • You've managed product managers before and can coach while still doing the work when needed.
  • You're data self-sufficient, pulling data and running analyses to validate direction.
  • You're technically fluent enough to discuss system architecture with engineers.
  • You're fluent with AI tools and have a point of view on their impact on product work.
  • You prioritize strategy and prioritization to maximize impact, not just execution.
  • You're an excellent writer whose narratives move decisions forward.
  • You've worked in B2B SaaS and understand building for support teams vs end consumers.

Skills

Required:Product leadership (PM)AI product management

Benefits

  • Competitive salary and an internal, transparent salary formula based on market data
  • Flexible time off – you choose holidays and vacations
  • 12 weeks of fully paid parental leave for all new parents (including adoption and foster care)
  • Home office stipend
  • Co-working stipend up to $300/month
  • Yearly professional development stipend of $1,800
  • If in the U.S. or Canada, top-tier health insurance for you and dependents.
Last updated Aug 13, 2026. Interested? Apply on the company site.
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