Product Manager

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 $71M from NEA, Emergence Capital, and Stripe, we're building the platform that makes AI and human collaboration actually work.

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.

• 4+ 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

• 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