Intercom was founded in 2011 to change the standard of customer service online. Our AI-first customer service platform is a totally new way to deliver customer service and is designed to transform the way businesses interact with their customers through AI. We all know that customer service on the internet sucks. It’s slow and impersonal. We help businesses provide instant and exceptional service to their customers and maximize their support agents’ productivity, efficiency, and performance—all through our single AI system. More than 25,000 businesses use Intercom to send millions of messages to millions of customers each month.Intercom has been a long-standing product leader and cultural icon in the technology and startup worlds for more than a decade. We set the pace for our industry and live by our values that allow us to push boundaries, build with speed and intensity, and deliver incredible value to our customers.Join us on our mission to redefine customer service and make internet business personal.

What's the opportunity? 🤔

Intercom is leading the creation of a next generation solution for the Customer Service category. This huge category has been relatively dormant for the last decade, but is now undergoing transformational change due to advancements in Messaging, Automation, and AI. Our product has been leading this transformation, and is now maturing to a point where we believe we can win the category, by continuing to innovate and mature the product, but also take our story to market in a way that inspires and educates businesses about a new and better way to support customers and create great customer experiences.

Our website forms a critical part of this strategy. It is the primary way people learn about Intercom, whether through exploration and return visits, going on to sign up by themselves, or getting in touch with our sales team to help. Our website is the public source of truth for our product, and what it can do to help solve our customer's problems. It is a cornerstone of our brand, and what we believe about the world. In an increasingly product led world, our website is becoming more and more important.

You’ll be a data and growth oriented product manager responsible for the product strategy and execution driving both growth in our web leads and deep understanding of our website analytics. You’ll also work in partnership with the Senior Product Manager for the website experience, supporting wider web work as needed. 

Set a vision for how our website can deliver the business outcomes our company needs

Own the roadmap for your team, working with your design, engineering, and data science partners. capture work from a wide range of inputs, understand and prioritise this work so your team is always working on the most impactful projects that align to Intercom’s strategic goals

Partner with Web leader to build out the web strategy 

• You’ll deeply understand the problems that you’re tackling; define and frame those problems for the team
• You’ll develop and test hypotheses to address these problems through experiments. Then ship validated solutions to visitors as early as you can
• You will create and communicate roadmap and project status updates across the team and the business
• You’ll own website analytics. You’ll oversee the key metrics we monitor, how we report on them, and ensure we have a robust implementation in place
• You’ll pick up ad hoc website change requests, partnering with legal, product marketing, or marketing teams
• Execute on product roadmap and product delivery work and align with cross functional teams to ensure world class delivery. 
• You’ll motivate a group of committed, smart people to do the best work of their careers

• 5 + years experience as a growth product manager, with a proven track record of driving KPIs through robust experimentation practice
• You are a structured, logical thinker and communicator. You bring clarity to the complex, and can clearly communicate your thinking to bring wide shared understanding.
• You work with people to bridge the gaps across teams and offices and your communication skills are second to none. You have a track record of managing cross functional stakeholders and building alignment.
• You’re able to easily switch between thinking creatively, analytically, and executionally. 
• You’re comfortable making decisions without consensus. You can help others make decisions by being persuasive. 
• You’re organised, not ad hoc. You love bringing clarity and structure to a  complex space 
• You have experience working with both qualitative research, and quantitative data, to inform decisions.

#LiHyrid

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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