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.
Help Scout’s company values are helpfulness, excellence, and ownership and they play a big part in how we shape our product experience. These values manifest by making tradeoffs to deliver customer value faster, through work that is tied to business initiatives, and the firm belief that collaboration drives the best results.
We’re looking for a Director of Product who will be a part of our cross-functional leadership team with engineering and design (collectively called the Experience Org) who all share the same focus: building teams that learn from our customers and apply it to our product, and an organization that empowers teams to fearlessly create useful, usable, and delightful solutions. We’re looking for a product leader who is an experienced design thinker and is driven by creating clarity so teams can build products that customers love.About the role
- This role is part team-building, part operations, and part practice excellence - all focused on the discipline of Product Management in a cross-functional organization that operates around a human-centered design philosophy.
- Leading and growing a healthy team of Product Managers whose skills and experience are effective in creating customer outcomes to make a real and lasting impact for our customers, our company, and the greater good community
- Partnering with Design, Engineering, and other key business stakeholders to set strategy and measure KPIs for the Experience roadmap that incorporates technical and customer experience outcomes
- Guiding Product Management operations that make experience teamwork easier for the entire team, such as selecting tools, setting standards, and partnering in operationalizing these systems
- Serving as the voice of Product Management discipline and a partner in leading the cross-functional Experience org by collaborating on strategy and direction
About you
- You believe in the importance of diversity, equity, and belonging and understand how to foster and exemplify these values
- You have an informed vision of how to tackle the responsibilities of this role and a plan for how to get there. You have strong opinions, loosely held; always open to exploring all angles and decisions and changing tactics when it makes sense.
- You have a successful track record of driving toward results seen through customer value and leading to successful business outcomes.
- You are an outstanding collaborator, bridge builder, and communicator. You leverage this skill to collect data and collaborate on product strategy, and to make sure all teams in the business feel informed and inspired by the work. Since everyone has an opinion on the product, you make sure they are heard and that they ultimately understand why we’re going where we’re going.
- You have a process for developing products that are empowering to other teams. A phrase we use a lot to describe the role of a product leader isleading without authority. One of your key success measures is whether the experience teams feel they are learning, growing, and crafting their best work together. They feel included, informed, and are excited to share their work with others in the company.
- As a leader, you are an active listener with great humility and empathy. You are extremely thoughtful when it comes to coaching and hiring people on your team. People on your team feel the ownership, direction, and encouragement from you to do their best work.
- You are excited to be part of a remote team and organization that leverages synchronous and asynchronous communication. The people you work with will almost always have at least 4 hours of overlap with you in a given day, but you feel well-equipped and eager to manage the tradeoffs with enthusiasm, highly organized information, and excellent communication skills.
BenefitsCompetitive salary - Our salary formula is public to all employees (but doesn't divulge your specific salary) and we update it at least once per year. Your salary is the same no matter where you live. Our goal is to pay at or above the market rate of a US-based tech hub like Boston or Seattle.
Health and dental insurance - We cover you and your family's health/dental insurance 100%. If you are based in the US, we'll cover you on our Aetna policy. If you're based outside the US, we'll reimburse your out-of-pocket health and dental insurance costs.
Long-term/short-term disability insurance amp; life insurance - we cover 100% of the premiums for LT/ST disability insurance and base life insurance. You also have the option to purchase supplementary life insurance through our provider (currently US only).
Flexible vacation - Take time