Product Manager - Insights and Integrations

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 primarily with the Data Platform and Integrations teams. These teams are bringing critical support case data into Assembled and making it actionable in ways that make end consumer support experiences and the behind the scenes operations better. A small sample of recently shipped work by these teams includes:

• An MCP server for natural language inquiries about Assembled data

• New Insights Dashboard and reports on AI Support Agent efficacy, Copilot impact, and how AI and human team members are working together to solve customers' problems

• A Chrome extension for support agent notifications and productive work tracking

• Integrations with major telephony and contact platforms to unblock enterprise customers and availability-aware AI to human agent call handoffs

• Massive improvements in availability and consistency of metrics

In this role, you'll build high-impact insights from our new data platform foundation and chart a path for scaling and deepening our integrations across the support ecosystem with well-designed APIs and a strategy around where to build vs partner.

Qualifications

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

  • You will be working with high autonomy and already need to be good at Product Management fundamentals - this role is a chance to grow as a business leader

  • You must have proven impact setting the direction for a business-impacting area (beyond feature-level PM work)

  • Experience shipping multiple complex, high-impact initiatives in parallel – you'll be working with 2 Engineering teams and operating as the first PM in NY (while the rest of the team is based in SF)

• Must have experience in a growing, venture-backed startup where the business needs and teams will continue to evolve and change quickly

• Strong technical product skills: you love getting deep in the data and technical details and have or can quickly form perspectives on integration strategies, data stacks, and infrastructure choices to best serve our customers needs

• Collaborative, helpful 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

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

• Customers come first and you have strong discovery and communication skills to work directly with senior stakeholders as a representative of the company

• Bias to action and innate sense of urgency

• 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.

Your day to day will include:

• Working directly with prospects and customers to deeply understand problems and needs and build together. Research, partner across functions, and analyze feedback and usage data and ensure what we're building solves problems across our customer base in delightful and impactful ways.

• Partnering with internal teams to enable their roadmaps. You might be enabling people with clear problem definitions or new data insights; prototyping data visualizations with AI; understanding the nuances of a platform we are integrating with (like Amazon Connect, Five9, and Genesys); or figuring out how to drive more actionable insights from our data.

• Champion high product quality and impact. We hold a high bar for usability, visual design, accuracy, and shipping work that moves the needle for our customers and our business.

• 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.

We know great candidates don’t always meet every requirement listed in a job description. If the role excites you and you believe you can make an impact at Assembled, we encourage you to apply. We value diverse perspectives and are committed to building an inclusive workplace where everyone feels like they belong and has the opportunity to do their best work. We look forward to hearing from you!

For United States Applicants:
Assembled participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the United States.

For United Kingdom Applicants:
Assembled is required to verify your right to work in the UK and will conduct a Right to Work check prior to employment in accordance with applicable law.