Product Manager, Assembled
Data and Platform Team
$180-245k
+ Stock options
Customer support workforce management platform
Job no longer available
Customer support workforce management platform
101-200 employees
Job no longer available
$180-245k
+ Stock options
101-200 employees
Company mission
To elevate customer support through AI-powered software that makes life easier for customers and employees.
Role
Who you are
- You excel at diving into data that powers decision-making: where it comes from, how it’s modeled, what the limitations are, whether that makes sense, what people expect vs. what they get, and what we do with it. This is ‘data as product.’ Sometimes this requires forensic work and diving into code to really know what’s going on with complex calculations, and ideally your decision-making shouldn’t be gated on engineering bandwidth
- You have been responsible for API products and worked on SaaS integrations before. Beyond the pure technical side of what’s possible now (and worthwhile), there’s also the relationship side of what could be and what customers will care about. You need to be a critical thinker comfortable in talking about the problems to solve as well as how two teams from different companies can best get from here to there
- You already have strong product sense and craft and are excited to have some autonomy in growing the business value around our data and platform, with a minimum 3 and likely more than 5 years of strong product management experience. You'll be based in NYC, while your manager and the rest of the product team will be in San Francisco, so more of your day-to-day connections and learning will be with cross-functional partners
Desirable
- 5+ years of product management experience in fast-growing tech environments (Enterprise SaaS working directly on data and API products)
- Collaborative leadership, with a track record of building strong partnerships, trust, and respect across functions and making the people around you more effective
- You've led and shipped complex, impactful enterprise SaaS product
- Strong written and verbal communication skills: this is a rigorous writing culture that welcomes discussion 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 comfort working with data analysis tools like SQL, Looker, Tableau
- Technical fluency to drill into complex design and implementation challenges
- Strong mentorship mindset to help cultivate the Product Management team and function
What the job involves
- In Workforce Management, we’re focused on scaling the products used by all of our current customers and driving the majority of our current revenue and growth
- You will be working directly with great brands to put the right people in the right place at the right time in ways that more effectively and efficiently solve customer problems
- The Data and Platform Team is responsible for the data that power business decision-making in Assembled and our AI product, Assist
- This includes our data model and proprietary metrics calculations, as well as integrations with platforms like Service Cloud, Zendesk, and Intercom
- You will also be responsible for the strategy around our APIs for custom integrations and cultivating an ecosystem (both with partnerships and custom development) around Assembled
- Building trust in Assembled’s metrics and data: our customers are making critical staffing, routing, and people management decisions based on this data
- Evolving our data model and integrations for easier onboarding, data validation, and bringing more critical metrics and flexibility into Assembled
- Creating Executive Dashboards and other ways to understand, explore with AI, and act on the value of Assembled’s insights
- Expanding the ecosystem of integrations that contribute to and use Assembled’s data (and improving the APIs, tooling, and support to make these partnerships successful)
- Work with prospects and customers to deeply understand problems and needs. Conduct research and interviews, partner across functions, and analyze feedback and usage data
- Collaborate with engineering and design teams to design and deliver impactful solutions. Provide clear requirements and direction, prioritize key features, and remove blockers. Our team is highly collaborative and individual engineers and designers wear a lot of hats. Expect and empower rigorous discussion and debate
- Evangelize the product vision and roadmap to internal and external stakeholders. Share the "why" behind key decisions and rally teams around the product strategy
- 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
- 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 is critical
Our take
Assembled's platform helps companies manage and scale their customer support services. Customer service management is just one of the many areas that are being overhauled by digital transformation. Assembled helps streamline cumbersome and error-prone customer support processes - such as planning support rosters, forecasting demand, and evaluating team performance.
Assembled already counts companies like Zoom, GoFundMe and Stripe on its customer books, and finds huge opportunity in key industries like eCommerce and food deliveries that have been seeing massive digital overhauls. Having received significant investment, the company seems set on continued growth, with funds cited to support product development as well as help launch its CX Scholars initiative, that will commit a percentage of revenue to continuing education for support workers.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
11% employee growth in 12 months
Company
Funding (last 2 of 3 rounds)
May 2022
$51m
SERIES B
Mar 2021
$16.6m
SERIES A
Total funding: $70.7m
Company benefits
- Competitive compensation and equity: All Assemblers are encouraged to act like owners. We’re building the best team, and our compensation packages reflect that.
- Comprehensive insurance and 401(k): Between our 401(k) plan and coverage for health, dental, vision, and more, Assemblers don’t have to worry about the future.
- Employment sponsorship opportunities: We proudly sponsor employment visas for candidates who require visa sponsorship to work in the United States.
- Stipends for wellness and development: Assemblers get monthly stipends for things like gym memberships and continued learning and development.
- Flexible work arrangements: We love to see each other in person but we also like options. Remote employees get a one-time credit to improve their home office.
- Office perks: Coming into the office has its perks, like catered lunches 5× per week, hanging out with our awesome teammates (and their dogs!), and the good snacks.
Company HQ
Mission District, San Francisco, CA
Leadership
Ryan Wang
(Co-Founder & CEO)Previously, Ryan was a Software Engineer at Stripe for nearly 4 years. Prior to that, he was a Senior Consultant at The Greatest Good.
John Wang
(Co-Founder & CTO)Previously, John co-founded Zinc.io where he served as the Chief Engineer for 4 years. He also worked at a Software Engineer at Stripe, 37signals, and Palantir Technologies.
Salary benchmarks
We don't have enough data yet to provide salary benchmarks for this role.
Submit your salary to help other candidates with crowdsourced salary estimates.
Share this job
View 29 more jobs at Assembled