Product Manager - Workforce Management

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

We are building products at Assembled that our customers absolutely love that are helping a ton of real people around the globe get better customer support. We've recently heard from customers: "while your competitors are telling us how to boot Windows, you're colonizing Mars" and "we love your roadmaps, only partly because you actually deliver!" and "this is such a great experience, I can never work at a company that uses anything else." We are looking for another product manager to join our team and help us continue to delight and grow.

Product Management at Assembled is responsible for articulating 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 (of all sizes) 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 bring strategy to life by growing our market-leading workforce management product to solve new customer needs and expanding into critical new uses cases like capacity planning. Your work might touch on hard forecasting math and ways to use AI and other techniques to automate workflows and schedule thousands of people. And, you'll work with a small team of phenomenal PMs from diverse and impressive backgrounds who are all innovating in how to build products the age of AI.

Your day to day will include:

• 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.

Preferred qualifications

• Minimum of 2 years of product management experience in fast-growing tech environments (Enterprise SaaS experience strongly preferred)

• Collaborative style, 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 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 San Francisco office a minimum of 3 days a week (or more!)