Full-Time

Director of Product Data Science

Updated on 12/20/2024

Intercom

Intercom

1,001-5,000 employees

Customer communication platform for businesses

Consumer Software
Enterprise Software

Senior

London, UK

Hybrid working policy requires in-office presence at least two days per week.

Category
Data Science
Product Analytics
Product
Data & Analytics
Required Skills
Data Science
Requirements
  • 7+ years of Product Analytics / Data Science experience preferably in B2B SaaS
  • 3+ years experience building and leading a data science team of individual contributors. Genuinely care about how the people who report to you perform, feel and grow.
  • Experience working closely with research teams is a plus
  • Experience working with AI/ML products, collaborating with AI/ML leaders and scientists, and helping measure and drive success of AI/ML products is a plus.
  • Proven track record of driving impact through data and insights. Care about and engage in our analytics process, insights generation, and in driving outcomes using insights.
  • Proven track record of partnering with product orgs and contributing to company-level strategy, product strategy and product roadmaps.
  • Very high attention to detail (uphold high standards in execution).
  • Experience partnering cross-functionally and at exec levels to drive impact.
  • You are genuinely excited by building software products and are passionate about new technology, AI and its impact on the world.
  • You are excited about building a very successful commercial business, and how the work of your team impacts the business.
  • You are highly impactful in a world of ambiguity. You can bring clarity and simplicity to complex topics. You have an innate desire to make things better. Strong growth mindset and strong ownership of problems.
  • Excels at all forms of communication, written, spoken, from 1:1 to large presentations. Can explain topics at any zoom level (highly strategic and abstract to specific and tactical) to employees at any zoom level (Execs to Individual Contributors). Excellent storyteller of insights.
  • No tolerance for work/work. Always looking to drive a direct line between the work of the team and customer value and/or business impact.
  • Skilled at problem prioritisation and able to ensure RAD function in particular is focused on what truly matters for Intercom.
Responsibilities
  • Evolve, grow and motivate a team of 6+ Data Scientists around our vision to lead the AI-first Customer Support category.
  • Be a highly engaged member of the RAD Leadership and Product Leadership. Work with peers to help us build a highly engaged, world class RAD function and company at increasing scale.
  • Be sought out as an expert in Product Analytics & Data Science. Apply your expertise in quantitative analysis, data mining, experimentation and the presentation of data to develop data-informed strategies for growing and improving our product and AI offerings.
  • Collaborate with cross-functional teams across the company including Research, Product Management, ML, Design, Engineering, Marketing, Biz Ops, Sales, and more to build a holistic understanding of our customers and ensure our insights drive action.
  • Present and communicate insights and recommendations to company leadership. Present to the full company. Champion, celebrate and explain your team’s work.
  • Deeply influence the strategic direction, goals, desired outcomes and success of their broader organization.
  • Present externally, at Intercom events and industry events. Represent Intercom Data Science and RAD in ways like writing for our blog, speaking, tweeting, community building and outreach, and more.
  • Collaborate with RAD leaders, to ensure we have a unified RAD org and strategy.
  • Drive our analytics and data science strategy for Core Product.
  • Drive improvements to self-serve product analytics, and help product teams across Intercom drive tangible outcomes using data.
  • Partner with Product leadership to shape and influence product strategy by bringing rich analysis, insights and evidence.
  • Debate with product partners on how we use these insights to prioritise and build an impactful product roadmap.
  • Contribute to long-term vision, strategy and metrics that will improve the quality and efficiency of our products at scale.
  • Influence GTM strategy by bringing rich Product context to Marketing, Sales and Growth leaders and the Exec team.
  • Accountable for strong execution in your data science team.
  • Set the right focus, strategy and priorities across the team.
  • Hold high standards across Data Science and RAD. Drive data science excellence by defining quality and establishing best practices.
  • Work with urgency and intention, helping the team 'ship early and often', knowing that what matters most is what our customers experience.
  • Own, shape and guide impactful, strategic data science projects and deliver compelling insights that will be used and actioned across the company.
  • Directly manage a team of 6+ data scientists in RAD - lead, mentor, and grow the people within through actionable feedback and intentional career conversations.
  • Evolve the org structure and partnership model as needed.
  • Maintain high employee engagement scores. Work with peers to evolve and improve how we work, our people policies, etc.
  • Participate in the hiring & inspiring of our team.
  • Help us push the boundaries across Research & Data Science and build a truly holistic insights function.

Intercom provides a customer communication platform that enables businesses to connect with their customers through personalized messaging and automation. The platform includes tools for live chat, email marketing, and customer support, allowing companies to manage interactions in one place. Intercom operates on a subscription model, offering various pricing tiers based on the features needed, which makes it accessible to both small startups and large enterprises across different industries like technology and e-commerce. What sets Intercom apart from its competitors is its integrated approach, combining multiple communication tools and analytics to enhance customer experience and measure the effectiveness of engagement strategies. The goal of Intercom is to help businesses improve their customer relationships and streamline their communication processes.

Company Stage

Series D

Total Funding

$234.2M

Headquarters

San Francisco, California

Founded

2011

Growth & Insights
Headcount

6 month growth

4%

1 year growth

11%

2 year growth

12%
Simplify Jobs

Simplify's Take

What believers are saying

  • Growing demand for AI-driven customer support enhances Intercom's market position.
  • Expansion of SaaS market boosts demand for scalable communication solutions.
  • Omnichannel communication trend aligns with Intercom's integrated platform approach.

What critics are saying

  • Emerging startups offer similar solutions at lower prices, threatening market share.
  • Competitors like Zendesk may outpace Intercom with advanced AI tools.
  • Data privacy regulations in the EU could increase compliance costs.

What makes Intercom unique

  • Intercom integrates live chat, email marketing, and support into a single platform.
  • The platform supports over 600 million monthly active end users globally.
  • Intercom's analytics tools help businesses measure communication strategy effectiveness.

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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.