Group Product Manager // Intercom

July 20, 2021

Communication has changed for people. It’s changed for businesses, too.

Intercom is the only suite of customer messaging products that drives growth at every stage of the customer lifecycle—across acquisition, engagement, and support. Today more than 30,000 businesses use Intercom to connect with a billion people worldwide.

Join the company helping businesses grow revenue through live chat, and so much more.

 

What’s the opportunity? 🤔

Intercom is on a mission to make Internet business more personal. We’ve built the only suite of customer messaging products that drives growth at every stage of the customer lifecycle – across acquisition, engagement and support. Today more than 30,000 businesses use Intercom to connect with a billion people worldwide.

This career-defining opportunity is based in London, where we build the core parts of Intercom’s Customer Support products – products that are used by tens of thousands of our customers to provide great support to millions of their customers. 

As Group Product Manager for our Automated Support Group you’ll be leading a team of Product Managers who are responsible for some of our most exciting products, from bots to ML-driven innovations to consumer-facing products. And you’ll be filling a central role in our world-class product team, working in an environment where you can learn from the  best.

The Customer Support landscape is changing fast. We’re replacing legacy email ticketing systems with a modern, personal messaging platform that weaves in useful automation and that users love. This is an exciting opportunity to shape the future of one of the most critical and most used parts of our product, and the future of the entire customer support industry.

You’ll be responsible for leading and growing the teams in London, developing product strategy and vision, supporting your teams in delivering great product work, partnering with your peers and helping to evolve how we build product. You’ll be supported every step of the way by peers and leaders who are invested in your growth and your happiness. 

 

What will I be doing? 🚀

  • Defining vision and strategy for our automated + self serve support products that drives impact for our customers and our business and is aligned with our company and product strategy

  • Managing a team of product managers, coaching and providing feedback to help them grow and ensuring they are delivering high-quality work that meets user and business needs

  • Effectively guiding your team to follow our principles + processes, execute the product strategy and achieve market impact

  • Collaborating closely with all product, design and engineering teams and leadership, plus R+D leaders across the company to get things done and proactively resolve problems

  • Leading initiatives to evolve how we build product, teaching others and inspiring those around you

  • Acting as a group leader, working alongside your design and engineering peers to set a positive, fun culture and drive high levels of engagement in the group

  • Representing Intercom Product publicly in whatever form feels natural to you: writing, speaking, tweeting, community outreach, etc.

 

What skills do I need? 📖

  • Experience leading a team of product managers in a fast-growing environment, including hiring and performance management. 

  • Ability to motivate and inspire people to grow, learn, succeed, do their very best work.

  • Strong outcome-focused product leader, adept at using customer insight, competitive + trend analysis, analytics + judgement to set direction. 

  • Experience defining and executing product strategy, roadmaps + projects that have delivered significant value to customers and business success.

  • Ability to communicate (written and verbally) with precision, clarity, honesty, and respect.

  • Ability to collaborate effectively across the organization to get things done and proactively resolve problems.

  • Experience working on a broad, modern product that has significant scale.

  • Ability to shape and evolve ways of working, organisational structure, values and culture. 

  • A passion for building product. A growth mindset. Willingness to own problems. A desire to make things better. A sense of optimism.

Bonus skills & attributes 🙌

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 equity in a fast-growing start-up

  • We serve lunch every weekday, plus a variety of snack foods and a fully stocked kitchen

  • Regular compensation reviews – we reward great work

  • Peace of mind with life assurance, as well as comprehensive health and dental insurance for you and your dependents

  • Open vacation policy and flexible holidays so you can take time off when you need it

  • Paid maternity leave, as well as 6 weeks paternity leave for fathers, to let you spend valuable time with your loved ones

  • MacBooks are our standard, but we’re happy to get you whatever equipment helps you get your job done

We are a diverse bunch of people and we want to continue to attract and retain a diverse range of people into our organisation. We’re committed to an inclusive and diverse Intercom! We do not discriminate based on gender, ethnicity, sexual orientation, religion, civil or family status, age, disability, or race.

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Intercom
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