Senior Program Manager, Intercom
Customer Support Operations
Plus equity
More information about location
2+ days a week in office
The modern customer communications platform
Be an early applicant
The modern customer communications platform
1001+ employees
Be an early applicant
Plus equity
More information about location
2+ days a week in office
1001+ employees
Company mission
Intercom's mission is to make internet business personal.
Role
Who you are
- The ideal candidate has deep knowledge of Customer Support, Support Ops, and a background in SaaS/software
- 7+ years of experience in program management, with a proven track record of managing high-impact, cross-functional programs in fast-paced environments, ideally within the technology sector
- Strong leadership skills with the ability to influence and collaborate effectively across all levels of the organization, from individual contributors to Sr. Directors/VPs
- A sharp business acumen, enabling you to quickly assess risks, identify opportunities, and drive decisions that yield positive outcomes
- Exceptional communication and facilitation skills, with the ability to engage senior stakeholders and lead complex discussions with clarity and confidence
- A solution-focused mindset with the grit and determination to lead teams through challenges and drive toward successful results
- Demonstrated ability to manage complex projects and programs autonomously, delivering high-quality outcomes with minimal guidance
- Proof of eligibility to work in the United States is required
What the job involves
- We’re looking for a seasoned Program Manager to lead high-impact, cross functional programs essential to running a Customer Support team
- This role is a critical partner to senior leaders and our specialized teams (e.g. Support Intelligence) and helps us form, track, and manage our ongoing activities and strategic initiatives
- Work with senior leaders to facilitate our biannual planning process, working with different teams to ensure our major initiatives are aligned with our support strategy and structured methodically from the ground up
- Lead efforts to continuously enhance existing programs, ensuring they scale effectively as the company grows and as business needs evolve
- Work as a trusted advisor to various initiative drivers with navigating risks, dependencies, and adapting existing initiatives to changing strategy
- Design, implement, and optimize the way we manage work, from project structures to tracking, ensuring simple and easy experiences for the various stakeholders involved
- Collaborate closely with analysts and operational teams to use data and insights to inform decision-making and program execution
Our take
If you've ever seen a chat pop up on a business' website, it was probably provided by Intercom. Though ubiquitous now, it used to be a major challenge for companies to communicate swiftly with their customers. Intercom's Messenger allows a company to instantly reach out with human or automated support, improving customer service and greatly increasing conversion rates for sales.
While the Messenger is its most visible product, Intercom provides a service similar to Salesforce, as an advanced customer relationship management system. However, Intercom doesn't see Salesforce as a major rival, as Intercom specialises in the online market while Salesforce is more suited for traditional retail. Intercom is used by more than 25,000 businesses including Amazon, Meta and Atlassian, and reaches an estimated 600 million end users monthly.
Intercom has primarily served the US and Irish markets but has been expanding its presence globally in recent years. Despite having a commanding market position, it is continuing to develop its product, most recently delivering a major functionality upgrade to its Messenger software, greatly increasing its ability to carry out ticketed support requests.
Freddie
Company Specialist at Welcome to the Jungle
Insights
Some candidates hear
back within 2 weeks
41% female employees
-7% employee growth in 12 months
Company
Funding (last 2 of 7 rounds)
Mar 2018
$125m
SERIES D
Apr 2016
$50m
SERIES C
Total funding: $240.8m
Company benefits
- We serve lunch every weekday, plus a variety of snack foods and a fully stocked kitchen
- Generous public transport allowance for commuting
- Wellness programme that allows you to expense gym and other sports activities up to £90 quarterly
- Paid maternity leave, as well as 6 weeks paternity leave for fathers, to let you spend valuable time with your loved ones
- Open vacation policy and flexible holidays so you can take time off when you need
- Work from home opportunities
- Health insurance
- Peace of mind with life assurance, as well as comprehensive health and dental insurance for you and your dependents
- Regular compensation reviews - we reward great work
- MacBooks are our standard, but we’re happy to get you whatever equipment helps you get your job done
Company values
- We're optimistic & positive
- We obsess about our customers' success
- We're confident, yet humble
- We think big and start small
- We go further together
- Make every day count
Company HQ
Financial District, San Francisco, CA
Articles
Leadership
Eoghan McCabe
(Co-Founder & CEO)Previously CEO of Contrast and Exceptional. Is also the Chairman of Intercom.
Des Traynor
(Co-founder & CSO)Previously worked in software development and is an expert in User Experience (has lectured on the topic and was UX Lead at Contrast)
Ciaran Lee
(Co-founder)Previously Lead Engineer at RateMyArea.com and CTO of Exceptional. Was Intercom's CTO until 2021.
People progressing
Joined as a Manager in Product Analytics. Made it to VP of Research & Data Science after 6 years and 3 promotions
Salary benchmarks
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