Job Description
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, lets businesses deliver always-on, impeccable customer service and ultimately transform their customer experiences for the better. Fin can also be combined with our Helpdesk to become a complete solution called the Intercom Customer Service Suite, which provides AI enhanced support for the more complex or high touch queries that require a human agent.
Founded in 2011 and trusted by nearly 30,000 global businesses, Intercom is setting the new standard for customer service. Driven by our core values, we push boundaries, build with speed and intensity, and consistently deliver incredible value to our customers.
What’s the opportunity?
We are looking for a skilled Technical Program Manager (TPM) to lead the planning, organization, and execution of initiatives that will enhance Intercom’s Enterprise Systems capabilities. Reporting to the Director of Enterprise Systems, you will join a team that is responsible for selecting, architecting, governing, and managing the SaaS applications and data systems that drive our core business functions across Finance, People, and Legal. This role offers the opportunity to work closely with cross-functional teams—including Finance, People, Legal, and Growth Engineering—to drive impactful projects forward, streamline processes, and help shape the future of our enterprise operations.
What will I be doing?
- Work with team and group leadership to clarify, understand, and shape initiatives
- 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 Enterprise 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 Enterprise Systems
What skills do I need?
- 6+ Years of experience working with system architectures, 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 Finance, People teams, systems, and applications, specifically NetSuite and Workday
Bonus skills & attributes
- Deep understanding of the Finance and People processes and supporting technology
- Hands-on experience with NetSuite and/or Workday (administration and/or development)
- Experience working with applications such as: Zip, Stripe, Snowflake, Salesforce
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 meaningful equity
- Comprehensive medical, dental, and vision coverage
- Regular compensation reviews - great work is rewarded!
- Open vacation policy and 10 corporate holidays
- Paid Parental Leave Program
- 401k plan & match
- In-office bicycle storage
- Fun events for Intercomrades, friends, and family!
The base salary range for candidates within the San Francisco Bay Area is $180,000-$215,000. Actual base pay will depend on a variety of factors such as education, skills, experience, location, etc. The base pay range is subject to change and may be modified in the future. All regular employees may also be eligible for the corporate bonus program or a sales incentive (target included in OTE) as well as stock in the form of Restricted Stock Units (RSUs).
#LI-Hybrid
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.
