VP of Product

About this role

WHO WE ARE

Help Scout builds software for relationship businesses — companies that earn loyalty through outstanding customer service. We’ve been on this journey since 2011, and today more than 10,000 companies use our platform to support customers of all types, from clients to patients and beyond.

Now we’re in a new chapter: not only building AI that gives teams more space to focus on the customer experience, but also reimagining how we operate in an AI-native world. That means shipping and learning faster, without compromising on craft. Great work here carries a strong opinion and sweats the details, regardless of the tools we use to drive it.

We’ve been a fully remote team https://articles.helpscout.com/blog/remote-culture/ since day one, with 120+ teammates now all over the world. It’s a culture where you’ll be trusted to take ownership, stay curious, and raise the quality of work around you. It comes with clear expectations and a team that will push you to do some of the best work of your career.

If that kind of challenge gives you energy, we’d love to meet you.

HOW WE WORK

The VP of Product owns business outcomes. That means the bets you make and the metrics they move, not roadmap adherence or process compliance. You define what winning looks like across all product lines, make the bets that matter most, and stay close enough to customers and data to know when to adjust and when to stop. You lead the PM function — hiring, developing, and raising the standard of product craft across the team — while remaining a hands-on strategic contributor.

We have deliberately stripped out phase gates, named sign-offs, and committee reviews. Quality comes from the people doing the work and the standards senior practitioners hold, not from a review queue. Small bets ship in days, larger bets in a few weeks. We use AI tools every day for research synthesis, strategy work, customer signal analysis, and rapid prototyping. PMs at Help Scout are builders too — using AI to fix a bug, tweak a design, or iterate on the customer experience is expected. The VP of Product shapes how the whole team uses these tools.

About the role

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.

- Own the product strategy and make it clear and actionable for the entire org. You work in close partnership with our Chief Product Officer and senior leadership to set priorities across growth, intelligence, conversations, and agents capabilities.

- Continue building and leading the PM function. That means hiring, leveling, and developing PMs, defining how product management evolves at Help Scout, and building the talent density that makes trust the default.

- Be a genuine peer to the VP of Engineering. Product and engineering leadership should be in lockstep — on roadmap, on resourcing, and on the standards you hold collectively.

- Help the organization make tough tradeoffs on priority using clear logic and guidelines.

- Own the relationship between product decisions and business economics: pricing, packaging, retention, and margin. Product is a financial lever, not just a feature factory — and this role has budget and investment accountability to match.

- 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.

- Proactively 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.

- Speak credibly and compellingly to Help Scout's product vision with customers, prospects, and partners. You are an external voice for where we're going.

About you

- You own outcomes at the business level. You measure your work by whether the bets you championed moved the metrics you predicted.

- You build functions, not just teams. You've shaped how product management works at an org — the hiring bar, the operating model, the standards. You don't just manage PMs well; you make PM better.

- 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 and you operate accordingly. You're 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 hold the quality bar consistently.

- You understand product as a financial lever. You connect roadmap decisions to the key financial metrics of the business.

COMPANY VALUES

HAPPY TO HELP

Help is in our first name! We show up for each other — not out of obligation, but because we’re invested in the team’s collective success. We share knowledge freely, lead with generosity, and practice empathy with our teammates, customers, and community.

CRAFT OVER CONVENTION

Our success relies on the quality and craft https://paulstamatiou.com/craft of the work we put into the world. The status quo simply won’t work. So we insist on narrow focus, sweating every detail, and relentless pursuit of customer delight.

PROGRESS NOT PERFECTION

Achie

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