Note: The job is a remote job and is open to candidates in USA. Help Scout builds software for relationship businesses, and they are seeking a Lead/Principal Product Manager for their Resolve product line. This role involves owning the vision and execution of AI-driven products to enhance customer trust and drive revenue growth.
Responsibilities
- Own the full product roadmap for the Resolve product line — unified Agent backend, Agent Drafts, AI Answers, Agentic Actions, workflow amplification, and more
- Drive evolution of Drafts and AI Answers, enabling our full agent capability set to compound from a shared foundation
- Work with product design to define the experience and configuration UX that moves customers up the trust ladder — from "let me review that draft" to "handle it without me"
- Shape how the agent monetizes: resolutions, drafts, handoffs, and docs improvements are all outcome-priced surfaces; you'll own the logic for how customers experience and pay for each
- Partner closely with the Intelligence and Conversations PMs — Resolve needs signals from Intelligence and coordination with Conversations to work as a coherent system, not a feature stack
- Spend real time with customers: understanding where they trust the AI, where they don't, and what would move them
- Work with GTM and CS to ensure the Resolve story is clear, the adoption motion is tight, and customer feedback loops back into the roadmap
Skills
- You have shipped AI-powered products and understand how they fail — not just how they work when they work
- You think in outcomes, not features. 'Resolutions handled' and 'drafts sent' are more interesting to you than 'new settings page launched'
- You have strong monetization instincts. You can design a pricing surface that reflects real customer value and explain the tradeoffs when you can't
- You're technically fluent enough to build genuine trust with engineers — you don't need to write the code, but you can hold a meaningful conversation about system architecture and make better decisions because of it
- You know how to move customers along a trust curve: what confidence signals matter, how to sequence capability rollout, and when to hold back a feature because the experience isn't ready yet
- You're genuinely fluent with AI tools and treat them as part of your craft — for research synthesis, strategy testing, rapid prototyping, and customer signal analysis. You have a point of view on where these tools are heading and how they're changing the shape of PM work
- You understand that when execution is cheap, judgment is the bottleneck. Your highest-leverage hours are spent on strategy and prioritization — defining what's next and what's not — not on driving the build
- You're an excellent writer. Help Scout runs on writing, and you make your thinking visible in one-pagers, briefs, and narratives that move decisions forward
- You've worked in B2B SaaS and understand the difference between building for support teams vs. building for end consumers
Benefits
- 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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