Senior Technical Program Manager

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? 

We are seeking a Technical Program Manager (TPM) who can deliver results by removing roadblocks and enabling teams to move forward. This role will serve as connective tissue between Growth Engineering and Intercom's broader go-to-market motion. We aren't looking for traditional program managers that come with rigid methodologies, but rather someone who can create nimble, adaptable processes that evolve with our teams' needs. You'll drive high-impact initiatives by focusing on what works—maintaining clear communication, quick execution, and the ability to adapt rapidly to unlock wins for Intercom. We currently operate in a hybrid working model and we are open to our San Francisco, Chicago, or Dublin office. 

What will I be doing? 

• Partner with engineering, revenue operations and product leaders to define high-impact initiatives and break down silos across the organization
• Drive execution of company-wide programs with a success-first mindset, adapting quickly to deliver clear wins
• Create lightweight, flexible structures that enable teams to deliver against business objectives
• Ensure projects have clear, impactful purposes, goals and milestones 
• Gather and document functional specifications for high-impact programs, collaborating closely with technical teams to implement solutions, facilitate UAT and end to end testing
• Apply first-principles thinking to challenge existing processes and propose better ways of working
• Build scalable, repeatable systems that eliminate inefficiencies and help engineering teams continually improve operationally to support our GTM motion

What skills do I need? 

• Strong technical acumen with understanding of system architecture, infrastructure, and core technologies
• Excellent leadership and communication skills with ability to influence without authority
• Ability to partner effectively with Engineering Managers and technical teams while maintaining broader business context
• Proven track record of leading cross-functional programs and delivering high-stakes outcomes
• Excellence in breaking down complex problems into actionable solutions while maintaining alignment with company goals
• Experience streamlining processes and removing roadblocks to enable quick execution
• Capability to evaluate technical feasibility, identify risks early, and navigate complex dependencies

Bonus skills & attributes 

• Experience working with GTM systems and applications, particularly Salesforce
• Understanding of Quote-To-Cash processes and supporting technologies
• Hands-on experience with business-critical applications such as Stripe, Snowflake

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!
• Flexible paid time off policy
• Paid Parental Leave Program
• 401k plan & match
• In-office bicycle storage
• Fun events for Intercomrades, friends, and family!

 

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