Intercom is an AI-first customer service platform that helps businesses deliver better, faster, more personalized support.

Intercom is bringing AI-first Customer Service to the world, dramatically improving experiences for customers, support agents, and managers alike.Modern, fast, and easy-to-use, Intercom’s complete AI-first Customer Service Platform enhances the customer experience, improves operational efficiency, and scales with our customers’ business every step of the way. Intercom is also the most innovative and fastest improving product on the market. Shipping over 200 product improvements every year, Intercom is bringing AI features to market before anyone else.

What's the opportunity? 🤔

We are in search of a Technical Program Manager (TPM) to lead the structuring and execution of our program of work aimed at advancing Intercom's GTM motion. This role will involve close collaboration with sales, finance, growth engineering, and product teams to drive technical projects forward. We currently operate in a hybrid working model and have offices in San Francisco, Chicago, Dublin, London and Sydney.  

What will I be doing? 🚀

• Work with team and group leadership to clarify, understand and shape initiatives 
• Partner with product, design and engineering to break these initiatives into projects 
• Ensure projects have clear, impactful purposes, goals and milestones 
• Drive visibility, shared understanding and alignment across partner teams through excellent communication of projects and ownership of the GTM systems roadmap 
• Gather and document functional specifications for high-impact programs, collaborating closely with technical teams to implement solutions, facilitate UAT and end to end testing 
• Identify issues, risks, dependencies, and develop mitigation and escalation strategies
• Streamline process improvements and ways of working to support our GTM machine

What skills do I need? 📖

• Deep understanding of technology, system architectures, and data flows, guiding technical teams in complex implementations
• Strong leadership, influencing, and alignment capabilities through effective communication
• Has mastered the foundations of planning, sequencing, resourcing and managing programs of work 
• Ability to clarify ambiguous problems and translate them into concrete, actionable plans
• Ability to analyze complex business processes, identify inefficiencies, and propose advanced process improvements
• Proficient in advanced requirement elicitation and documentation techniques to ensure clear project specifications
• Experience working with Go To Market teams, systems, and applications, specifically Salesforce

Bonus skills & attributes 🙌

• Deep understanding of the Quote-To-Cash process and supporting technology
• Hands-on experience with the Salesforce platform (administration and/or development)
• Experience working with applications such as: Stripe, Snowflake, NetSuite, Workday

Benefits 😍

We are a well-treated bunch, with awesome benefits! If there’s something important to you that’s not on this list, talk to us! :)

• Competitive salary and equity in a fast-growing start-up
• We serve lunch every weekday, plus a variety of snack foods and a fully stocked kitchen
• Regular compensation reviews - we reward great work!
• Pension scheme & match up to 4%
• Peace of mind with life assurance, as well as comprehensive health and dental insurance for you and your dependents
• Open vacation policy and flexible holidays so you can take time off when you need it
• Paid maternity leave, as well as 6 weeks paternity leave for fathers, to let you spend valuable time with your loved ones
• If you’re cycling, we’ve got you covered on the Cycle-to-Work Scheme. With secure bike storage too 
• MacBooks are our standard, but we also offer Windows for certain roles when needed

 

Policies 

Intercom has a hybrid working policy. We believe that working in person helps us stay connected, collaborate easier and create a great culture while still providing flexibility to work from home. We expect employees to be in the office at least two days per week.

We have a radically open and accepting culture at Intercom. We avoid spending time on divisive subjects to foster a safe and cohesive work environment for everyone. As an organization, our policy is to not advocate on behalf of the company or our employees on any social or political topics out of our internal or external communications. We respect personal opinion and expression on these topics on personal social platforms on personal time, and do not challenge or confront anyone for their views on non-work related topics. Our goal is to focus on doing incredible work to achieve our goals and unite the company through our core values.  

Intercom values diversity and is committed to a policy of Equal Employment Opportunity. Intercom will not discriminate against an applicant or employee on the basis of race, color, religion, creed, national origin, ancestry, sex, gender, age, physical or mental disability, veteran or military status, genetic information, sexual orientation, gender identity, gender expression, marital status, or any other legally recognized protected basis under federal, state, or local law.

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