Product Manager, Assembled
Experienced
Customer support workforce management platform
Open for applications
Customer support workforce management platform
101-200 employees
Open for applications
101-200 employees
Company mission
To create a support operations platform that helps companies maintain exceptional customer experiences, no matter what lies ahead.
Role
Who you are
- Minimum of 5 years of product management experience in fast-growing tech environments (Enterprise SaaS experience preferred)
- 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 products (preferably enterprise SaaS)
- 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 familiarity 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
- Conduct customer research to deeply understand problems and needs. Consult go-to-market teams, interview customers and prospects, analyze feedback and usage data
- Collaborate with engineering and design teams to design and deliver a robust product roadmap. 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 rigorous discussion and debate
- Foster a culture of experimentation and iteration. Design trials to test new features or strategies, measuring impact & adoption and incorporating learnings
- Measure key metrics of product performance. Report on insights to leadership and cross-functional teams and craft strategies to drive adoption and value
- Evangelize the product vision and roadmap to internal and external stakeholders. Share the "why" behind key decisions and rally teams around the product strategy. Over 10% of Assemblers are former users, so we care a lot that what we’re building has meaningful impact
- Champion high product quality. We hold a high bar for usability, visual design, as well as relevance to complex user workflows
- Work in a fast-paced, rapidly changing environment. 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 # of customers in the past year. The ability to thrive in ambiguity and change 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
Company
Employee endorsements
Career progression
"At Assembled, because of the companies rapid growth, I constantly feel like I'm working on big, impactful projects that push me way outside of my..."
Funding (last 2 of 3 rounds)
May 2022
$51m
SERIES B
Mar 2021
$16.6m
SERIES A
Total funding: $70.7m
Company benefits
- Equity package
- Insurance coverage
- 401k
- CSA Credit
- Stipend for use at any Assembled customer
- Professional development stipend
- Wellness stipend
Company values
- Act like a support agent - It's a mentality and an operating principle. It means meeting every challenge with rigor, empathy, and efficiency. Doing it because you care. Listening first, solutioning next.
- Get on the plane - We are biased towards action, and don’t wait to pitch in, help out, or to go the extra mile, every time. Sometimes, you just need to get on the plane — literally and figuratively.
- Make feedback a gift - The beauty of Assembled is rooted in the interplay of two traits — our diversity of perspectives and backgrounds and our willingness to give and receive feedback.
Company HQ
Mission District, San Francisco, CA
Articles
Leadership
Ryan Wang
(CEO & Co-Founder)Studied at the University of Chicago and worked as a Senior Consultant at The Greatest Good. Previously a Software Engineer at Stripe.
John Wang
(CTO & Co-Founder)Studied Computer Science at MIT and worked as a Freelance Software Developer before joining Stripe.
Brian Sze
(Co-Founder)A Stanford graduate who worked in Investment Banking at RBC Capital Markets. Previously Head of Business Operations at Stripe.
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