Product Manager - Platform

About Assembled

Great customer support requires human agents and AI in perfect balance, and Assembled is the only unified platform that orchestrates both at scale. Companies like Canva, Etsy, and Robinhood use Assembled to coordinate their entire support operation — in-house agents, BPOs, and AI — in a single operating system. With AI Agents that resolve cases end-to-end, AI Copilot for agent assistance, and AI-powered workforce management that optimizes both human and AI capacity, Assembled helps teams deliver faster, better service while making smarter decisions about how to staff and automate. Backed by $70M from NEA, Emergence Capital, and Stripe, we're building the platform that makes AI and human collaboration actually work.

The Role

Product Management at Assembled articulates the most important problems to solve in a way that will delight customers and grow the business. To do this, you should expect to partner closely with support teams at the world's best brands – small and large – and regularly meet with prospects to paint the vision and learn about their problems and what resonates. PMs here also grease the works across the company to make everything go smoother, from understanding impact to enabling teams to evangelizing new ways to leverage AI to shouting out wins.

In this role, you will work with the 3 Engineering teams responsible for our infrastructure, data, and integrations, making up the platform that powers both workforce management and AI agents. Together you'll deliver data to unlock smarter forecasting, business decision-making, and insights; you'll contribute to infrastructure strategy and cost balancing; you'll make our growing set of integrations and APIs more robust and testable. You'll be innovating with new technologies like Snowflake data sharing, MCP, and SQL Data Mesh.

Your day to day will include:

• Work with prospects and customers to deeply understand problems and needs. Research, partner across functions, and analyze feedback and usage data.

• Partner with internal teams to enable their roadmaps. You might be enabling people to build new dashboards in Hex; figuring out where embedding platform engineers with feature teams will dive scalability; or evolving integrations with platforms that power support, like Amazon Connect, Five9, and Genesys.

• Collaborate with engineering and design teams to design and deliver impactful solutions. Provide clear business context, requirements, and direction; remove blockers. Our team is highly collaborative and believes in people in all functions being able to contribute to product. 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. Be the go-to-market voice for our platform technologies and roadmap.

• 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.

Qualifications

• Must have a minimum of 3 years of product management experience in enterprise SaaS and have seen what good product management looks like

• Must have experience in a growing, venture-backed startup

• Strong technical product skills: you have or can quickly form perspectives on integration strategies, data stacks, and infrastructure choices

• Collaborative style, with a track record of building strong partnerships, trust, and respect across functions – especially with technical teams – and making the people around you more effective

• You've led and shipped complex, impactful products or platform initiatives that show you know how to handle tradeoffs and obstacles

• Strong written and verbal communication skills: this is a rigorous writing culture that welcomes discussion and feedback

• Customer orientation, with a passion for translating business problems into product solutions

• Analytical mindset and ability to meaningfully engage with data

• Technical fluency to drill into complex design and implementation challenges

• Excited to work in person in our New York office 3-5 days a week. If you do not currently reside in the New York metro area, please be sure to address this in your application.