Senior Product Manager

Intercom; London; Hybrid; GBP 75,000 - 95,000; Full time

Job summary

A leading customer service technology company based in London is seeking a Senior Product Manager to drive product strategy and engage with cross-functional teams. The role focuses on understanding customer needs through data analysis, managing product roadmaps, and leveraging AI for product development. Competitive salary, equity, and a hybrid working model are offered, emphasizing a culture of collaboration and innovation.

Benefits

Competitive salary and equity

Free lunch and snacks

Pension scheme with match

Comprehensive health and dental insurance

Flexible paid time off

Paid maternity and paternity leave

Cycle-to-Work Scheme with secure bike storage

Qualifications

• Sharp ability to define and articulate complex customer problems.
• Excellent at creating engaging product roadmaps.
• Skilled at balancing customer needs and business impacts.
• Collaborates effectively with engineering and design teams.
• Understands AI systems and can assess product feasibility.
• Comfortable discussing technical details with engineers.
• Defines progress based on customer and business impact.

Responsibilities

• Be responsible for significant product areas or projects.
• Manage product roadmap and communicate plans effectively.
• Collaborate to build and ship solutions efficiently.
• Maintain product quality and execute go-to-market strategies.

Skills

Customer Focus & Problem Framing

Compelling Roadmaps

Excellent Product Judgment

Build World-Class Product

AI Tech

Technical fluency

Outcome Oriented

Job description

Overview

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.

We’re looking for aSenior Product Manager to join our team and help shape the future of business messaging and AI-powered customer engagement. This is a career-defining opportunity to lead a world-class team of engineers, designers, and researchers to deliver products that touch millions of people every day.

What will I be doing?

• Be responsible for a significant product area or leading an important project.
• Deeply understand the customer problems you’re tackling through research, data, and direct customer interactions — then frame those problems clearly for your team.
• Manage the roadmap; defining what should be built, when and why - and communicate it to generate alignment and excitement.
• Collaborate with engineers and designers to imagine, build, and ship solutions, from bold future visions to small, focused iterations.
• Leverage AI to increase your own efficiency, accelerate product development, and multiply your team’s impact.
• Evaluate impact through quantitative and qualitative measures, both in beta and after full release.
• Own and maintain the quality of your product area, ensuring every release delivers world-class software.
• Collaborate with peers across the business to ensure we deliver products with clear GTM strategy and execution, getting hands on wherever necessary to ensure we deliver.
• Be a leader in your team or projects by role-modelling our company values and R&D principles.

What skills do I need?

There is no minimum years of experience for this role. We’re interested in your impact, drive, and potential. Instead of years, we’ll be looking for evidence that you’ve applied and grown these skills:

• Sharp Customer Focus & Problem Framing -able to independently understand, define and articulate complex customer problems and opportunities using data analysis and qualitative inputs.
• Compelling Roadmaps -define the roadmap of features, products or areas of focus for your given area, communicating what, when and why to generate excitement with customers and the team
• Excellent Product Judgment - skilled at balancing customer needs, business impact, and technical constraints to define, advocate for, and deliver the right product.
• Build World-Class Product -able to deeply collaborate with engineering and designers to quickly ship effective solutions. But, also able to independently accelerate the process leveraging AI.
• AI Tech -Able to understand AI systems and LLMs, assess feasibility and trade-offs, and make informed product decisions in close collaboration with engineering.
• Technical fluency -Comfortable engaging with engineers and customers on the modern tech stack — from APIs and SaaS infrastructure to low-code tooling and system architecture.
• Outcome Oriented -define, fight for and share progress against the customer and business impact of your product area or project. Leadership - Excellent communicator. High ownership. Ability to influence and drive alignment.
• 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
• Pension scheme & match up to 4%
• Peace of mind with life assurance, as well as comprehensive health and dental insurance for you and your dependents
• Flexible paid time off policy
• Paid maternity leave, as well as 6 weeks paternity leave for fathers, to let you spend valuable time with your loved ones
• If you’re cycling, we’ve got you covered on the Cycle-to-Work Scheme. With secure bike storage too

Benefits

• MacBooks are our standard, but we also offer Windows for certain roles when needed.
• 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. 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.

Interested in building your career at Intercom? Get future opportunities sent straight to your email.

Note: This description reflects the original role posting excluding non-content form fields and irrelevant boilerplate. Acceptable file types and form questions have been omitted to focus on the responsibilities and qualifications for the Senior Product Manager role.