Senior Technical Program Manager, Infrastructure Services

Intercom is an AI-first customer service platform that helps businesses deliver better, faster, more personalized support.

Intercom is bringing AI-first Customer Service to the world, dramatically improving experiences for customers, support agents, and managers alike.Modern, fast, and easy-to-use, Intercom’s complete AI-first Customer Service Platform enhances the customer experience, improves operational efficiency, and scales with our customers’ business every step of the way. Intercom is also the most innovative and fastest improving product on the market. Shipping over 200 product improvements every year, Intercom is bringing AI features to market before anyone else.

What's the opportunity? 🤔

Our Infrastructure Services Group provides the platform to build, deploy, and serve all parts of Intercom. We are responsible for Intercom’s uptime, software costs, and day-to-day operations.

We are seeking a Senior TPM to join this group and drive key programs in our availability and cost space, crucial elements that underpin Intercom's operational excellence and business strategy. This role is perfect for those passionate about driving program strategy and ensuring alignment with our overarching business objectives. Your leadership will guide these initiatives to successful, tangible outcomes.

As a Senior TPM at Intercom, you'll be at the forefront of collaborating with engineering leaders and influencing the direction and execution of vital programs. Your role will involve a blend of strategic thinking, hands-on project management, and deep collaboration across multiple functions including Engineering, Finance, Sales, and Customer Support.

Your mission will be to enhance our operational capabilities and efficiencies. This could range from refining our program strategies to delivering high-impact communications that keep stakeholders informed and engaged. You'll tackle diverse projects, demonstrating your adaptability and skill in managing various complexities and sizes, and translating technical concepts for varied audiences. 

Previous projects in the area include:

• Driving cost optimisation projects to improve operating margins by over 3%.
• Evaluating, procuring, and implementing new tooling and/or processes to enhance product resiliency.
• Building out per customer cost reporting to direct company pricing and financial strategy as well as product optimisation.

Gain insights into our engineering culture at intercom.engineering and check out our engineering values. How your engineering team can get more from incident reviews and Managing infrastructure costs as your company grows are two posts we’ve written in this space. For a glimpse into our TPM-driven programs, watch Hannah Healy and Brian Scanlan's talk at ShipItCon on ”Oncall shouldn't be a chore” starting at 5:33:30.

What will I be doing? 🚀

• Partner with engineering leaders to refine and drive the strategy for programs in our availability and cost space, ensuring alignment with business objectives.
• Lead these strategies to concrete outcomes, working closely with engineering teams to ensure effective and efficient implementation.
• Deliver engaging, high-quality communications about progress, including comprehensive stakeholder reports that underscore milestones, challenges, and solutions.
• Collaborate with Engineering Managers, Engineers, Finance, Sales, and Customer Support to gather input on our availability and costs programs.

What skills do I need? 📖

• A hunger for problem solving and a passion for all things technology.
• Proven hands-on experience in managing diverse projects, demonstrating versatility in handling various project sizes and complexities.
• Excellent communication skills, capable of translating technical concepts to a non technical audience, motivating teams and articulating project goals and progress effectively.
• Ability to work collaboratively with people throughout Intercom across various levels.
• Experience with cloud computing environments and critical infrastructure is advantageous, though not mandatory.
• A continuous drive for improvement, with a keen eye for efficiency and operational best practices.
• A track record of consistently achieving results and driving projects to completion.

How will I be supported?

• You’ll report directly to the Directo