Senior Product Manager

About Intercom and the Role

Intercom is the AI Customer Service company on a mission to help businesses provide incredible customer experiences. Our AI agent Fin, the most advanced customer service AI agent on the market, enables businesses to deliver always-on, impeccable customer service, transforming customer experiences for the better. Fin can also be combined with our Helpdesk to form the Intercom Customer Service Suite, providing AI-enhanced support for complex queries requiring human agents. Founded in 2011 and trusted by nearly 30,000 global businesses, Intercom is setting the new standard for customer service. We are driven by our core values, pushing boundaries, building with speed and intensity, and consistently delivering incredible value to our customers.

We are looking for a Senior Product Manager to join our team and help shape the future of business messaging and AI-powered customer engagement. This is a career-defining opportunity to lead a world-class team of engineers, designers, and researchers to deliver products that touch millions of people every day.

What you will be doing as a Senior Product Manager

• Be responsible for a significant product area or leading an important project.
• Deeply understand customer problems through research, data, and direct customer interactions, then frame those problems clearly for your team.
• Manage the roadmap; defining what should be built, when, and why – and communicate it to generate alignment and excitement.
• Collaborate with engineers and designers to imagine, build, and ship solutions, from bold future visions to small, focused iterations.
• Leverage AI to increase your own efficiency, accelerate product development, and multiply your team’s impact.
• Evaluate impact through quantitative and qualitative measures, both in beta and after full release.
• Own and maintain the quality of your product area, ensuring every release delivers world-class software.
• Collaborate with peers across the business to ensure products are delivered with a clear Go-To-Market (GTM) strategy and execution, getting hands on wherever necessary to ensure successful delivery.
• Be a leader in your team or projects by role-modelling our company values and R&D principles.

Required Skills and Competencies

While there is no minimum years of experience for this role, we are interested in your impact, drive, and potential. We will be looking for evidence that you have applied and grown these skills:

• Sharp Customer Focus & Problem Framing: Able to independently understand, define, and articulate complex customer problems and opportunities using data analysis and qualitative inputs.
• Compelling Roadmaps: Define the roadmap of features, products, or areas of focus for your given area, communicating what, when, and why to generate excitement with customers and the team.
• Excellent Product Judgment: Skilled at balancing customer needs, business impact, and technical constraints to define, advocate for, and deliver the right product.
• Build World-Class Product: Able to deeply collaborate with engineering and designers to quickly ship effective solutions, and also independently accelerate the process leveraging AI.
• AI Tech: Able to understand AI systems and Large Language Models (LLMs), assess feasibility and trade-offs, and make informed product decisions in close collaboration with engineering.
• Technical Fluency: Comfortable engaging with engineers and customers on the modern tech stack — from APIs and SaaS infrastructure to low-code tooling and system architecture.
• Outcome Oriented: Define, fight for, and share progress against the customer and business impact of your product area or project.
• Leadership: Excellent communicator, high ownership, and ability to influence and drive alignment.

Benefits at Intercom

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.
• Lunch served 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.
• Flexible paid time off policy.
• 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.

Working 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 three 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.

Key skills/competency

• Product Management
• AI Product Development
• Customer Experience (CX)
• Roadmap Definition
• Technical Fluency
• Cross-functional Leadership
• Go-To-Market Strategy
• Data-driven Decision Making
• Problem Framing
• SaaS Architecture