The opportunity

Ha Nguyen says, “Build products customers love — not like. It’s not ‘nice’ or ‘fine.’ People have to love it so much they’ll tell their friends about it. That’s when you know you’ve hit gold.” 

As a product manager at Help Scout, you’re accountable for everything the team launches, which includes the solution's quality, the readiness of our internal partners, and the impact on both customers and the business. You’ll partner closely with Sales, Customer Support, and Marketing, while helping to lead a cross-functional team with Design and Engineering. Everyone’s shared goal? Creating an exceptional product that our customers love.

In this role, you’ll know you’re doing great work when:

• You understand the challenges our customers face on a daily basis and translate those into delightful user experiences.

• You’re viewed as a trusted authority on all things product: you can finish our users’ sentences, you’re an expert in our own products, and you consistently make sound product decisions.

• Your team has a solid track record of delivering new experiences to the customer that result in meaningful impact on the business.

At this time, we are only able to hire in the United States for this role.  You must be able to work hours that overlap with the core hours of 9am-1pm EDT.

What You’ll Do

• Develop Persuasive Business Cases. You'll create strong business cases that show how your product ideas align with the company's goals and success.

• Prioritize and Negotiate. You’ll actively participate in discussions, trade-offs, and negotiations to make tough decisions about which features to pursue, taking into account the market and the resources available.

• Inspire and Motivate. You’ll create a sense of purpose and enthusiasm in your team to contribute to a collaborative environment aligned with strategic direction.

• Build Alignment. You’ll bring the right people along, in your team and across departments, and make sure everyone understands and supports the product strategy and you’ll work to build consensus on the best path forward.

• Transparent Communication. You’ll share updates on product strategy, new features, changes, and timelines with stakeholders, and you’ll maintain transparency by celebrating achievements and addressing areas for improvement.

• Collaborate with Design and Engineering. Working closely with Design and Engineering, you’ll create user-centered solutions and bring the product vision to life.

• Connect Product Usage to Business Metrics. You’ll understand how product usage impacts key business metrics, and you’ll articulate the product's contribution to the company’s success.

• Measure and Analyze Results. You’ll continuously assess the product's effectiveness by measuring and analyzing results. You’ll proactively share results, extract insights, and lead discussions on next steps.

About You

• Passion for User-Centric Innovation. You’re enthusiastic about transforming customer challenges into exceptional user experiences.

• Self-Driven and Ownership. You’re a proactive self-starter who takes the initiative and maintains a strong sense of ownership, making sure tasks are seen through to completion.

• Skilled Facilitator and Collaborator. You excel at facilitating productive discussions and collaborating effectively with cross-functional teams.

• Thoughtful, Organized, and Disciplined: Your approach to work is characterized by thoughtfulness, organization, and discipline.

Who You'll work With

Here are some folks you’ll work with:

• Chief Experience Officer (CXO), Lisa Phillips

• Engineering Coaches, Ana, Jana

• Product Managers, Jacqueline, Whitney, and Conor

• Product Designers, Kieran, Ben, Tien-Tien, and Sean

Compensation

Each role at Help Scout has a pay range aligned to our salary formula and based on national market data. We take a competency-based approach and pay is based on the level and band of your role. We assess levelling during the hiring process for new teammates, during our bi-annual performance review cycles, and when a teammate’s role changes.

Our remote compensation philosophy is not based on the employee’s geographic location. You are paid the same no matter where you live.

For this role, our salary range is $193,000 - $201,000.

Perks & Benefits

Help Scout offers a variety of perks and benefits to support you and your family. Our offerings include healthcare coverage, wellness resources, and so much more. Visit our careers page to learn more.

Hiring Guidelines: 

All of our roles are remote, however, some roles may carry specific location-based eligibility requirements. Additionally, because Help Scout is a fully remote company and we hire from many countries, we do not sponsor visas. Help Scout teammates need to be authorized to work from their home location. 

For our Engineering, Product Management, and Product Design roles, we are only able to hire in the United States.

For other roles, we are only able to hire in the following countries: United States, Canada, Australia, Finland, Ireland, Netherlands, Poland, United Kingdom, Denmark, Germany, and Norway.

We’re working on expanding this list. Our Talent Acquisition team can help answer any questions about location after starting the recruiting process.

We are an equal opportunity employer and are committed to building a company that embraces and celebrates diversity and inclusion. We do not discriminate on the basis of race, religion, color, national origin, gender, gender identity or expression, sexual orientation, age, marital status, veteran status, or disability status. We have read the studies and understand that diverse teams build better products, bring more perspective to the table, contribute to a company’s financial success, and help foster a more inclusive environment for all employees, but the bottom line is that it's the right thing to do.

To provide you with the best experience, we can support you with accommodations or adjustments at any stage of the recruitment process. Simply inform our recruitment team during your conversation with them.

About Help Scout

We're on a mission to help businesses delight more customers. We love crafting beautiful products and resources to solve that challenge, but we're also trying to do something bigger. We're trying to build a company that brings out your best and leaves the world a better place — a company that seeks balance between profit and purpose. That's why we've been a Certified B Corporation since 2019, have pledged 1% of our equity back to the community, and have been remote since day one, now with 140+ people in 115 cities worldwide.

To learn more about who we are, visit the About page.