Senior Product Manager • Senior

Who you are

You have 5+ years of experience in product management, particularly in AI or machine learning domains — 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 and thrive on understanding user pain points — you have a knack for conducting user research and leveraging insights to inform product decisions. Your ability to communicate effectively with both technical and non-technical stakeholders ensures that everyone is aligned on the product vision.

You are data-driven and comfortable using analytics to guide your decisions — you understand key performance indicators and can define metrics that measure the success of AI products. Your experience with A/B testing and experimentation allows you to iterate quickly and improve product offerings based on real user feedback.

You have a collaborative mindset and enjoy working in cross-functional teams — you partner closely with engineers, designers, and data scientists to deliver high-quality AI solutions. Your leadership style encourages open communication and fosters a culture of innovation within your team.

Desirable

Experience in customer service or support products is a plus — you understand the unique challenges and opportunities in this space. Familiarity with AI technologies and frameworks will help you navigate the technical landscape effectively.

What you'll do

As a Senior AI Product Manager at Intercom, you will define the vision and roadmap for our AI systems that power our advanced customer service agent, Fin. You will work closely with machine learning scientists and engineers to ensure that our AI products meet the highest standards of performance and reliability. Your role will involve prioritizing features based on customer feedback and business impact, ensuring that we deliver value to our users.

You will lead product discovery sessions, gathering insights from users and stakeholders to inform product development. Your ability to synthesize complex information will help you create clear and actionable product requirements that guide the engineering team.

You will monitor the performance of AI products post-launch, using data to identify areas for improvement and drive future iterations. Your analytical skills will be crucial in assessing the impact of new features and making data-driven decisions.

You will collaborate with marketing and sales teams to develop go-to-market strategies for new AI features, ensuring that our messaging resonates with our target audience. Your understanding of the competitive landscape will help position our products effectively in the market.

What we offer

At Intercom, you will be part of a mission-driven team that is redefining customer service through AI. We offer a competitive salary and benefits package, including opportunities for professional development and growth within the company. You will work in a supportive environment that values innovation and encourages you to push boundaries in product development. Join us in shaping the future of customer experiences with AI.