Director of Product Operations

February 25

Apply Now

Receive Emails with Similar Jobs

Help Scout

WebsiteLinkedInAll Job Openings

Help Scout is a customer support platform that offers a range of tools to empower teams and enhance the customer experience. The platform includes features such as a shared inbox, live chat, self-service knowledge base, and proactive messaging to help teams deliver personalized and efficient support. Help Scout emphasizes the importance of a personal touch in customer service, integrating AI tools in a supportive way rather than allowing AI to dominate the customer experience. It caters to a variety of industries with a focus on maintaining outstanding support that prioritizes both the team and the customer.

Web applications • Email • Cloud • Help desk • customer support

51 - 200 employees

Founded 2011

☁️ SaaS

📋 Description

• As the first Director of Product Operations at Help Scout, you will lead operations within the Experience Org (product, design, and engineering) including process design, program and project management, and cross-functional alignment around our goals and roadmap. • Your leadership will ensure that we are operating at the highest standards and delivering value to our customers as consistently and efficiently as possible. • This is in pursuit of creating impactful, delightful, and customer-centric solutions for our customers. • You’ll lead a team of product operations associates and setting up Product Operations as a critical function of our broader Experience Organization. • You’ll be working under the leadership of our VP of Product, Scott Rocher, and alongside engineers, product managers, and designers to deliver outstanding results. • We are a globally distributed team, with members spread between EU and PT time zones. To facilitate effective collaboration, we require your working hours to significantly overlap with 9 am to 2 pm ET.

🎯 Requirements

• Strategic Leader & Practitioner: You have a proven track record (ideally 5+ years) of leading product operations teams to deliver innovative and impactful solutions, ideally in a B2B SaaS product space. You are well-versed in the operational aspects of software delivery. Your strategic thinking aligns initiatives with business goals, and your direct involvement in the craft ensures a deep connection with your team and the work. • Exceptional Communicator: Your strong communication skills enable you to collaborate effectively with all levels of the organization and external partners. You’re adept at articulating complexity and excel at change management. Our fully remote team has a strong writing culture. Regularly, you'll have to synthesize a complex subject, simplify it to the essentials, and communicate about it clearly in writing. • Product Operations Expertise: You have proven experience in program or project management within a technology or engineering organization. You are deeply familiar with Product Management and Engineering workflows, tools, and best practices. You are skilled at translating organizational challenges in operational solutions that help move us closer to operating at the highest levels. • Customer-Centric: You have a strong focus on customer experience and satisfaction. Your decisions and leadership are driven by a deep understanding of our customers’ needs, enhanced by your hands-on involvement with the product. This allows you to optimize the organization for delivering value to our customers. • Results-Oriented: You are driven by the impact of your work on the company’s success and customer satisfaction. You have a track record of delivering projects that drive business growth and enhance user experience, underpinned by your direct contributions to the operational efforts.

🏖️ Benefits

• healthcare coverage • wellness resources