Head of Product, Intelligence

Role Description

You'll own the Intelligence product group end to end: vision, roadmap, monetization, and results for the Agent and Signal product lines. You'll report to Scott Rocher, our Chief Product Officer, and you'll be accountable for the revenue growth of the group. This is a player/coach role.

• Set the vision and strategy for the Intelligence group, and decide how Agent and Signal compound as one system built on shared customer context and data.
• Drive the Agent roadmap hands-on: the unified agent platform which powers all the AI features across Help Scout.
• Ship Signal's near-term bets fast enough to get a clear value read from customers.
• Own how your products are monetized, designing customer experiences and payment structures.
• Design the interfaces between Intelligence and the rest of Help Scout.
• Spend real time with customers to understand their trust in AI.
• Partner with GTM and CS for clear adoption and feedback loops.
• Build and manage the Intelligence PM team as it grows.

Qualifications

• You've grown a zero-to-one product into a real revenue line.
• You've shipped AI-powered products and understand their success and failure.
• You think in outcomes: resolutions handled, drafts sent, and churn caught early.
• You have strong monetization instincts and can design a pricing strategy.
• You've managed product managers and still love doing the work yourself.
• You're data self-sufficient and can run your own analyses.
• You're technically fluent enough to build trust with engineers.
• You're fluent with AI tools for research synthesis and strategy testing.
• You understand that when execution is cheap, judgment is the bottleneck.
• You're an excellent writer, making your thinking visible in documents.
• You've worked in B2B SaaS and understand the differences in target audiences.

Benefits

• 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.
• Top tier health insurance for you and your dependents if you’re in the U.S. or Canada.

Company Description

Help Scout started in 2011 with a simple premise: support software should treat customers like people, not tickets. More than 10,000 companies use Help Scout to grow relationships with customers of all types, from clients to patients and beyond.

• Fully remote team since day one, with 120+ teammates around the world.
• Culture of trust, ownership, curiosity, and high-quality work.
• Building AI to enhance customer experience and operational efficiency.