Senior Product Manager

About this role

ABOUT ASSEMBLED Great customer support requires human agents and AI in perfect balance, and Assembled https://www.assembled.com/customers 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 $71M from NEA, Emergence Capital, and Stripe, we're building the platform that makes AI and human collaboration actually work. ABOUT 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. In this role, you'll own scheduling and forecasting — the core of Assembled's WFM product and the reason most customers choose us. You'll work closely with support operations teams to understand how they plan capacity, build schedules, and adapt in real time when volume or headcount shifts. A small sample of recently shipped work includes: - A schedule assistant that reduces manual schedule-building lift for complex, multi-queue environments - Intelligent schedule editing tools that reduce the time planners spend on manual adjustments - A new shift generation engine that automatically optimizes shift start times and durations against predicted support volume throughout the day - Forecast review and override tools that give planners the confidence to act on model outputs This is an onsite role based out of either our San Francisco or New York City office, with an in-office requirement of 5 days, Monday - Friday. YOUR DAY TO DAY WILL INCLUDE: - Working directly with prospects and customers. You'll be in the room (and on the call) with support ops leaders at the world's best brands — doing discovery, co-building, and representing Assembled at the highest level. Strong GTM partnership with sales and CS is core to how this team works. - Owning scheduling and forecasting end-to-end. From how planners build and edit schedules to how forecasts are generated, reviewed, and acted on — you'll set the vision, drive the roadmap, and ship work that makes a measurable difference in how our customers run their operations. - Applying AI where it can genuinely change how work gets done. WFM is full of high-stakes, high-repetition decisions that have historically required deep expertise and manual effort. You'll define how AI makes those decisions faster, smarter, and more automated — turning reactive planning into something that anticipates problems before they happen. - Building for enterprise complexity. Your customers run 24/7 multi-channel, multi-site operations. You'll develop deep intuition for their constraints — SLAs, shrinkage, channel mix, BPO relationships — and make sure the product handles that complexity without adding friction. - Leading and mentoring junior PMs. As a senior member of the product team, you'll bring strategic leadership to how we build — helping raise the bar on product thinking, writing culture, and ways of working across the team WHAT EXCITES US: - 5+ years of product management experience in enterprise B2B SaaS - Strong analytical and technical product skills: you love getting deep in the data and technical details, and you can quickly form and pressure-test perspectives on product tradeoffs - Experience at a growing, venture-backed startup where business needs and teams evolve quickly - Strong written and verbal communication skills - Customer-first mindset with strong discovery and communication skills to work directly with senior stakeholders as a representative of the company - Bias to action and an innate sense of urgency NICE TO HAVE: - Experience building AI-powered product features in a practical, customer-value-driven way - Experience working closely with data science or ML teams to ship predictive optimization features OUR U.S. BENEFITS - Generous medical, dental, and vision benefits - Paid company holidays, sick time, and unlimited time off - Monthly credits to spend on each: professional development, general wellness, Assembled customers, and commuting - Paid parental leave - Onsite work model with catered lunches everyday (M–F), snacks, and beverages in our SF & NY offices - 401(k) plan enrollment 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.