Senior Product Manager (Service Agent Team)

Intercom; Greater London; Hybrid; GBP 105,000 - 135,000; Full time

Job summary

Salesforce’s Fin team is seeking a Senior Product Manager to shape the future of AI-powered customer engagement across messaging and support. You will lead a world-class team of engineers, designers and researchers delivering products that touch millions every day.

You’ll own the product area, define the roadmap, collaborate across disciplines, leverage AI to accelerate delivery and measure impact with strong customer focus and leadership.

Qualifications

• Deeply understand customer problems through research, data, and direct customer interactions.
• Define compelling roadmaps and align features with business impact.
• Balance customer needs, business impact, and technical constraints to deliver the right product.
• Collaborate with engineering and design to ship AI-enabled solutions.

Responsibilities

• Own the roadmap and prioritize features for your product area.
• Collaborate with engineers and designers to imagine, build, and ship solutions.
• Leverage AI to accelerate development and increase team impact.
• Evaluate impact with quantitative and qualitative measures throughout beta and release.

Skills

Customer focus

Roadmap planning

Product judgment

World-class execution

AI awareness

Technical fluency

Leadership

Communication

Job description

Fin, now part of Salesforce, is on a mission to help businesses provide perfect customer experiences. Our AI Agent Fin is the highest-performing AI Customer Agent on the market today, enabling businesses to deliver impeccable, always-on customer support across the customer journey, from service, to sales, to ecommerce. Powered by our own AI models, Fin resolves complex customer issues end-to-end across every channel, with minimal set-up and integration. Fin can also be combined with our natively integrated Intercom help desk, giving modern support teams one single system. Together with Salesforce, the #1 AI CRM, where humans with agents drive customer success, we're building the future of customer experience. Here, ambition meets action. Tech meets trust. And innovation isn't a buzzword, it's a way of life. The world of work as we know it is changing, and we're looking for Trailblazers who are passionate about bettering business and the world through AI. Ready to level up your career at the company leading workforce transformation in the agentic era? You're in the right place.

Agentforce is the future of AI, and you are the future of Salesforce. We’re looking for a Senior 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?

• 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.

#LI-Hybrid

Unleash Your Potential

When you join Salesforce, you’ll be limitless in all areas of your life. Our benefits and resources support you to find balance and be your best, and our AI agents accelerate your impact so you can do your best. Together, we’ll bring the power of Agentforce to organizations of all sizes and deliver amazing experiences that customers love.

In the United States, compensation offered will be determined by factors such as location, job level, job-related knowledge, skills, and experience. Certain roles may be eligible for incentive compensation, equity, and benefits. At Fin, we want to give people what they need to do the best work of their careers. Our benefits and programs are designed to support your health and wellbeing, your family, your time…