Director of Product

Help Scout

Director of Product at Help Scout defining product strategy and managing a team of PMs to improve customer service solutions. Driving product outcomes based on AI and business economics.

Posted 6/17/2026full-timeRemote • 🇺🇸 United StatesLead💰 $218,000 - $234,000 per yearWebsite

About the role

Key responsibilities & impact

As we expand and diversify our suite of revenue generating products, you’ll define what winning looks like across the product suite and hold yourself accountable to it.
Make the product strategy clear and actionable for the entire org, partnering with your team, Chief Product Officer, and other senior leaders to inform prioritization across growth, intelligence, conversations, and agents capabilities.
Help the organization make tough tradeoffs on priority, using clear logic and guidelines.
Understand and actively manage the relationship between product decisions and business economics: pricing, packaging, retention, and margin. Product is a financial lever, not just a feature factory.
Manage and develop a team of 4 PMs. Set a clear outcome metric at the start of every project, then trust the team to execute.
Drive cycle times down. Eliminate gates that exist for their own sake, and build the talent density that makes trust the default.
Shape how the team uses AI, as practitioners and as product thinkers.
Spend meaningful time in customer calls, support conversations, and research. The signal you bring back is the most important qualitative input to every bet.
You proactively seek to answer complex questions by exploring data. Quantitative fluency is part of how you work, not something you delegate. You’ll leverage our data warehouse and AI-native tools including Hex, Mixpanel, and more.
You can confidently speak to Help Scout's product vision with customers and prospects. You are a credible, compelling voice for where we're going.
Develop taste and judgment within the product team through coaching, critique, and example, not through gate reviews.

Requirements

What you’ll need

You own outcomes at the business level. You measure your work by whether the bets you championed moved the metrics you predicted.
You have strong strategic judgment. You can look at a fuzzy problem space and return with a clear, prioritized set of bets. You hold strong views, defend them with evidence, and change them when the evidence demands it.
You understand what AI changes about this role. When execution is cheap, judgment is the bottleneck. You operate accordingly. You're genuinely fluent with AI tools and have a point of view on where they're taking product work.
You know the difference between being close to the work and being in the way of it. You set a clear outcome, trust the team, and resist the pull to over-specify. Your best hours go to strategy and prioritization.
You're an excellent writer and presenter. The medium of decision at Help Scout is the written word. You make your thinking visible, and you understand that good written context is how AI amplifies your strategic work.
You have strong product sense and design judgment. You notice when something is off and you hold the quality bar consistently.
You understand product as a financial lever. You connect roadmap decisions to the key financial metrics of the business.

Benefits

Comp & perks

Competitive salary and an internal, transparent salary formula based on market data
Flexible time off – you choose the holidays and vacations that make sense for you
12 weeks of fully paid parental leave for all new parents, including adoption and foster care
A home office stipend to help you get set up and productive
A co-working stipend up to $300 a month if you choose to work out of your house
A yearly professional development stipend of $1,800 to help you grow in your craft
If you’re in the U.S. or Canada, we offer top tier health insurance for you and your dependents.

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Hard Skills & Tools

product strategyquantitative analysisAI fluencydata analysisfinancial metricsproject managementteam managementproduct design judgmentstrategic judgmentoutcome measurement

Soft Skills

communicationleadershipcritical thinkingcollaborationcoachingpresentation skillstrust buildingdecision makingprioritizationproblem solving