Full-Time

Senior Technical Program Manager

Confirmed live in the last 24 hours

Intercom

1,001-5,000 employees

AI-powered customer service and chatbots

Senior

Chicago, IL, USA

Required Skills

Communications

Salesforce

Product Design

Requirements

Deep understanding of technology, system architectures, and data flows
Strong leadership, influencing, and alignment capabilities through effective communication
Mastery of planning, sequencing, resourcing, and managing programs of work
Ability to clarify ambiguous problems and translate them into actionable plans
Ability to analyze complex business processes, identify inefficiencies, and propose advanced process improvements
Proficiency in advanced requirement elicitation and documentation techniques
Experience working with Go To Market teams, systems, and applications, specifically Salesforce

Responsibilities

Clarify, understand, and shape initiatives
Partner with product, design, and engineering to break initiatives into projects
Drive visibility, shared understanding, and alignment across partner teams
Gather and document functional specifications for high-impact programs
Identify issues, risks, dependencies, and develop mitigation and escalation strategies
Streamline process improvements and ways of working to support the GTM machine

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? 🤔

We are in search of a Technical Program Manager (TPM) to lead the structuring and execution of our program of work aimed at advancing Intercom’s GTM motion. This role will involve close collaboration with sales, finance, growth engineering, and product teams to drive technical projects forward. We currently operate in a hybrid working model and have offices in San Francisco, Chicago, Dublin, London and Sydney.

What will I be doing? 🚀

Work with team and group leadership to clarify, understand and shape initiatives
Partner with product, design and engineering to break these initiatives into projects
Ensure projects have clear, impactful purposes, goals and milestones
Drive visibility, shared understanding and alignment across partner teams through excellent communication of projects and ownership of the GTM systems roadmap
Gather and document functional specifications for high-impact programs, collaborating closely with technical teams to implement solutions, facilitate UAT and end to end testing
Identify issues, risks, dependencies, and develop mitigation and escalation strategies
Streamline process improvements and ways of working to support our GTM machine

What skills do I need? 📖

Deep understanding of technology, system architectures, and data flows, guiding technical teams in complex implementations
Strong leadership, influencing, and alignment capabilities through effective communication
Has mastered the foundations of planning, sequencing, resourcing and managing programs of work
Ability to clarify ambiguous problems and translate them into concrete, actionable plans
Ability to analyze complex business processes, identify inefficiencies, and propose advanced process improvements
Proficient in advanced requirement elicitation and documentation techniques to ensure clear project specifications
Experience working with Go To Market teams, systems, and applications, specifically Salesforce

Bonus skills & attributes 🙌

Deep understanding of the Quote-To-Cash process and supporting technology
Hands-on experience with the Salesforce platform (administration and/or development)
Experience working with applications such as: Stripe, Snowflake, NetSuite, Workday

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!
Open vacation policy and 10 corporate holidays
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 social or political topics out of our internal or external communications. We respect personal opinion and expression on these topics on personal social platforms on personal time, and do not challenge or confront anyone for their views on non-work related topics. 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.

Is this role not quite what you’re looking for? Join our Talent Community to stay connected with us.

Intercom

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Website

View Company Profile

Intercom offers an AI-powered customer service solution that automates conversations, resolves issues faster, and boosts customer satisfaction, with features such as AI-powered chatbots, automation tools, and a lightning-fast shared Inbox. The platform is used by over 25,000 global organizations, including Atlassian, Amazon, and Lyft Business, to deliver seamless customer experiences and send over 500 million messages per month.

Company Stage

Series D

Total Funding

$291.9M

Headquarters

San Francisco, California

Founded

2011

Growth & Insights

Headcount

6 month growth

↑ 4%

1 year growth

↑ 7%

2 year growth

↑ 4%

Benefits

We reward our people - All full-time Intercom employees are offered a rewards program that includes competitive base salary, bonus, equity, and benefits.

We love to learn - There are so many opportunities here to learn and build a career. We support employees' growth by offering a wide range of continuing education options, including core skills, management training, and guided learning.

We take employee wellbeing seriously - We offer comprehensive healthcare coverage, including medical, dental, and vision, as well as employee assistance programs and mental health resources. We also offer flexible time off, significant paid family leave, and more.

The world has changed. So has the way we work - The majority of our employees say they prefer a hybrid model of work—some in-office time, some WFH—so that's our current approach. No matter what, though, we're committed to listening to our team.