Senior Product Manager • Senior

Who you are

You have 5+ years of product management experience, ideally in AI or technology-driven environments — you've successfully led product initiatives from conception to launch, ensuring alignment with customer needs and business goals. Your technical background allows you to engage deeply with engineering teams, translating complex AI concepts into actionable product strategies.

You are customer-obsessed, always seeking to understand user pain points and how AI can enhance their experience — your ability to analyze customer feedback and data helps you prioritize features that deliver real value. You thrive in collaborative settings, working closely with machine learning scientists and engineers to define product requirements and drive innovation.

Your experience in defining product roadmaps and strategies is complemented by a strong understanding of AI technologies — you are familiar with the latest advancements in AI and how they can be leveraged to improve customer service solutions. You possess excellent communication skills, enabling you to articulate product vision and strategy to stakeholders at all levels.

You are a proactive problem solver who enjoys tackling complex challenges — your analytical mindset helps you identify opportunities for improvement and drive continuous enhancement of AI products. You are comfortable working in a fast-paced environment and can adapt quickly to changing priorities.

Desirable

Experience in customer service or support products is a plus — familiarity with AI applications in this domain will help you understand the nuances of user interactions and expectations. A background in machine learning or data science can further enhance your ability to contribute to product development.

What you'll do

As a Senior AI Product Manager at Intercom, you will be responsible for shaping the vision and strategy for our AI platform and features — you will define the product roadmap, ensuring alignment with business objectives and customer needs. You will collaborate with cross-functional teams, including machine learning scientists and engineers, to develop innovative AI solutions that enhance customer service experiences.

You will conduct market research and competitive analysis to identify trends and opportunities in the AI space — your insights will inform product decisions and help position Intercom as a leader in AI customer service. You will engage with customers to gather feedback and validate product concepts, ensuring that our AI offerings meet their expectations and deliver tangible benefits.

You will lead product development cycles, from ideation to launch, working closely with engineering teams to ensure timely delivery of high-quality products — your project management skills will be crucial in coordinating efforts across teams and maintaining momentum.

You will monitor product performance and user engagement metrics, using data to drive continuous improvement and inform future product iterations — your analytical skills will help you identify areas for enhancement and prioritize feature development.

What we offer

At Intercom, you will be part of a dynamic team that is redefining customer service through AI — we offer a collaborative work environment where innovation is encouraged, and your contributions will have a direct impact on our success. You will have access to professional development opportunities, allowing you to grow your skills and advance your career in product management.

We believe in a healthy work-life balance and offer flexible working arrangements to support your needs — our culture values diversity and inclusion, and we are committed to creating an environment where everyone can thrive. Join us in our mission to transform customer experiences through cutting-edge AI technology.