Senior Product Manager, Proactive Support

What's the opportunity? 🤔

Intercom is the next generation customer service platform, built for an AI-first world. We are the only platform that combines an AI Bot + AI Help Desk + Proactive Support tools into one seamless platform. The role we’re looking to fill is a career defining opportunity for someone passionate about product management and wants to lead a world-class team of engineers, designers, and researchers in our Proactive Support Group. The successful candidate will join the group responsible for innovating and differentiating in our support content offering, utilising AI to help customers create and manage content at scale. This is an ambitious and highly rewarding space for candidates looking to drive impact in emerging tech. 

What will I be doing? 🚀

• You’ll deliver product that reflects a uniquely Intercom perspective on how to achieve it
• You’ll manage the roadmap: capture work from a wide range of inputs, understand and prioritise this work so your team is always working on the most impactful projects
• You’ll deeply know the problems that you’re tackling through research and regular interaction with customers; define and frame those problems for the team
• You’ll collaborate with your team in thinking big, to imagining future solutions that solve these problems
• You’ll scope these solutions to their smallest coherent state to ship to customers as early as you can
• You’ll constantly evaluate if your solutions have solved the problem through quantitative and qualitative measures, both in beta’s and after full release.
• You’ll own and maintain the quality of the product areas your team are responsible for; deliver world-class software in every release.
• You’ll motivate a group of committed, smart people to do the best work of their careers

What skills do I need? 📖

• 5+ years experience as a product manager, with a proven track record of shipping impactful product.
• Demonstrable experience of leading a team
• Ideally you have have a strong design background, as it’s essential you’re able to think deeply about product design decisions and have an understanding of how to create simple user interfaces.
• You can clearly communicate product decisions and the rationale behind them. You’re comfortable making decisions without consensus. You can help others make decisions by being persuasive.
• You have deep experience working with both qualitative customer insights, and quantitative customer data to inform decisions. You’ve conducted user research, a/b tests and have worked closely with design researchers and analysts.
• You’re entrepreneurial; you don’t need direction; you're self driven.
• You’re organised, not ad hoc.
• You’re able to easily switch between thinking creatively and analytically.

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 equity in a fast-growing start-up
• We serve lunch every weekday, plus a variety of snack foods and a fully stocked kitchen
• Regular compensation reviews - we reward great work
• Peace of mind with life assurance, as well as comprehensive health and dental insurance for you and your dependents
• Open vacation policy and flexible holidays so you can take time off when you need it
• Paid maternity leave, as well as 6 weeks paternity leave for fathers, to let you spend valuable time with your loved ones
• MacBooks are our standard, but we’re happy to get you whatever equipment helps you get your job done

We are a diverse bunch of people and we want to continue to attract and retain a diverse range of people into our organisation. We're committed to an inclusive and diverse Intercom! We do not discriminate based on gender, ethnicity, sexual orientation, religion, civil or family status, age, disability, or race.

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