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Head of Product, Conversations
About this role
The role is Head of the Conversations product group at Help Scout, responsible for the end-to-end vision, roadmap, monetisation and results for the Inbox and Copilot product lines. It is a player/coach position, including hands-on strategic product work and later management of a PM team. The role is focused on driving speed, reliability and craft in Conversations, which includes Inbox as the core workspace and Copilot as the AI-enabled assistant. The position reports to the Chief Product Officer and is open to US-based applicants only.
What you would do
- Set the vision and strategy for the Conversations group and align Inbox and Copilot as a single evolving experience
- Lead the Inbox roadmap and ensure speed, reliability and polish
- Lead the Copilot roadmap, including integrations, contextual summaries and in-the-moment assistance
- Own monetisation of the product group and model the impact of its packaging
- Collaborate with the Autonomy group to align surfaces and keep seams invisible to customers
- Engage with customers to understand workflows, AI benefits and pain points
- Partner with GTM and CS to clarify the Conversations story and feedback loops
- Build and manage the Conversations PM team, coaching and elevating product craft
- Work cross-functionally to ensure seamless product integration across surfaces
- Drive revenue growth and measure outcomes for the product group
What they are asking for
- Owned a core product at scale used daily by customers
- Experience shipping AI-powered products
- Ability to collaborate across ownership lines and co-own surfaces
- Outcome-focused mindset (time to resolution, efficiency gains)
- Attention to craft in daily-use software and roadmap accountability
- Monetisation instincts for packaging across seats and outcomes
- Experience managing product managers and coaching them
- Data self-sufficiency in analysis and decision-making
- Technical fluency to communicate with engineers and discuss architecture
- Familiarity with AI tools and their impact on product work and strategy
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