Product Manager (experienced) for Assist

Assembled

Assembled

Product
San Francisco, CA, USA
Posted on Thursday, May 9, 2024

Assembled is building software to transform and elevate customer support teams, which often represent 20-50% of the people at a company. Our workforce management platform helps some of the fastest-growing, most innovative companies in the world—including Stripe, Etsy, and Robinhood—to schedule, forecast, and organize their support teams. We’ve raised $70m in funding from the likes of NEA, Emergence Capital, and Stripe itself. You’ll be joining a special group of people who learned the ropes at companies like Stripe, Google, Atlassian, Twitter, Airbnb, Looker, NEA, Bain, and more.

In this role, you will be the first PM growing the Assist product and business, wearing many hats and acting as the primary business driver and partner with the rest of Assembled. Assist already has strong early traction and great impact for customers, but the market is moving quickly and there is a ton of opportunity and work to grow it into what’s possible.

With our current large and growing customer base of the world’s leading brands, Assist has the potential to reshape and elevate the nature of the support job for companies around the world. Assist both acts as the best guide and resource for agents who bring unique human touch and judgement to customer interactions, while also fully handling the workflows that AI can do better, driving customer delight, job satisfaction, and business efficiency.

As the PM for Assist, you’ll join a tight, early-stage product team co-located in San Francisco. You’ll partner closely with Assembled’s co-founder and CTO and a small and nimble team. You’ll also be the primary point of contact and driver for how Assist collaborates with and contributes to the rest of the company – including Marketing, Sales, and Success – as Assist completes the transition from lab project built by an entirely independent team to being part of the bigger Assembled suite (leveraging and contributing to a greater whole). You’ll wear many hats at this stage and do whatever it takes to make customers and the team successful, from leading deployments to charting out the future. Look forward to meeting daily with managers, execs, and support agents at brands you know and love to rapidly iterate on how we position, package, deploy, and drive adoption of Assist. This will all inform your roadmap and strategy for both Assist and how it acts as a multiplier on the value of Assembled as a whole. Expect both the job and product to grow and evolve rapidly in the coming months.

Here's a bit more about the Assist Team:

In this role, you have the opportunity to act as founder and business head of a small product with huge potential, growing your skills and experience in AI and being mentored by the Head of Product and co-founder/CTO.

This role is based in San Francisco (in office at minimum Mondays and Thursdays, though most of this team is in the office 4 days a week).

Job responsibilities

In this role, you will do whatever it takes to make Assist successful in the short and long-term.

  • Embrace the many hats of a seed-stage product/business/GTM-focused PM driving towards and expanding product-market fit. You’ll do this with all the advantages and complexities of operating inside a growing late-Series B startup.
  • Work with prospects and customers to deeply understand problems, needs, and opportunities. Near-term, you’ll be hands-on in sales cycles and onboarding and supporting customers to maximize early wins and learning. Longer-term, you’ll drive the scaling playbook with Assembled’s functional teams while continuing to drive discovery and strategy.
  • Collaborate with the Assist’s engineers and designer to deliver impactful solutions. Provide clear business context and direction, prioritize work, and remove blockers. Our team is highly collaborative and everyone wears a lot of hats. Expect and empower rigorous discussion and debate.
  • Foster a fast-paced, growth-mindset, empathetic culture. The needs of our customers are changing quickly as companies grow (or shrink) and navigate new ways of working. At the same time, our company has more than doubled the number of customers in the past year. The ability to thrive in ambiguity and change and help us proactively shape the function and culture and chart a path for our customers to grow is critical.
  • Craft and evangelize the product vision and roadmap to internal and external stakeholders. Share the "why" behind key decisions and rally teams around the strategy, creating clarity and alignment. As one of the first experienced PMs at Assembled, you will help set the bar for craft and product leadership.
  • Foster a culture of experimentation and iteration. Design ways to test and validate new features or strategies, measuring impact & adoption and incorporating learnings.
  • Drive product performance and key metrics. Report on insights to leadership and cross-functional teams and craft strategies to drive adoption and value.
  • Champion high product quality. We hold a high bar for usability, visual design, as well as relevance to complex user workflows.

Qualifications

  • Minimum of 5 years of experience in product/company leadership, in which you’ve built strong early-stage product craft and learned first-hand from both successes and failures in scaling up inside a larger organization. Your experience should include:
    • 3 years of product management experience in a fast-growing tech environment, preferably enterprise SaaS
    • 1 year of experience growing an early-stage product, ideally as a Founder
  • Passion for the ambiguity and breadth of work in early-stage product growth, with generalist-level competencies and demonstrated comfort rolling up your sleeves to work across many functions
  • Collaborative style, with a track record of building strong cross-functional partnerships and making the people around you more effective
  • Strong written and verbal communication skills: this is a rigorous writing culture that expect thoughtful debate and feedback
  • Strategic thinker who can align short-term execution with long-term goals and effectively connect those dots for others
  • Customer orientation, with a passion for translating business problems into product solutions
  • Analytical mindset and familiarity with data analysis tools like SQL, Looker, Tableau
  • Technical fluency to drill into complex design and implementation challenges

Our U.S. benefits

  • Generous medical, dental, and vision benefits
  • Paid company holidays, sick time, and unlimited time off
  • Monthly credits to spend on each: professional development, general wellness, Assembled customers, commuting and community-support agriculture (CSA)
  • Paid parental leave
  • Hybrid work model with catered lunches everyday (M-F), snacks, and beverages in our SF & NY offices
  • 401(k) plan enrollment