Senior Program Manager, Customer Support Operations

Intercom was founded in 2011 to change the standard of customer service online. Our AI-first customer service platform is a totally new way to deliver customer service and is designed to transform the way businesses interact with their customers through AI. We all know that customer service on the internet sucks. It’s slow and impersonal. We help businesses provide instant and exceptional service to their customers and maximize their support agents’ productivity, efficiency, and performance—all through our single AI system. More than 25,000 businesses use Intercom to send millions of messages to millions of customers each month.Intercom has been a long-standing product leader and cultural icon in the technology and startup worlds for more than a decade. We set the pace for our industry and live by our values that allow us to push boundaries, build with speed and intensity, and deliver incredible value to our customers.Join us on our mission to redefine customer service and make internet business personal.

What's the opportunity?

We’re looking for a seasoned Program Manager to lead high-impact, cross functional programs essential to running a Customer Support team. This role is a critical partner to senior leaders and our specialized teams (e.g. Support Intelligence) and helps us form, track, and manage our ongoing activities and strategic initiatives. The ideal candidate has deep knowledge of Customer Support, Support Ops, and a background in SaaS/software.

What will I be doing?

• Work with senior leaders to facilitate our biannual planning process, working with different teams to ensure our major initiatives are aligned with our support strategy and structured methodically from the ground up.
• Lead efforts to continuously enhance existing programs, ensuring they scale effectively as the company grows and as business needs evolve.
• Work as a trusted advisor to various initiative drivers with navigating risks, dependencies, and adapting existing initiatives to changing strategy.
• Design, implement, and optimize the way we manage work, from project structures to tracking, ensuring simple and easy experiences for the various stakeholders involved.
• Collaborate closely with analysts and operational teams to use data and insights to inform decision-making and program execution.

What skills do I need?

• 7+ years of experience in program management, with a proven track record of managing high-impact, cross-functional programs in fast-paced environments, ideally within the technology sector.
• Strong leadership skills with the ability to influence and collaborate effectively across all levels of the organization, from individual contributors to Sr. Directors/VPs.
• A sharp business acumen, enabling you to quickly assess risks, identify opportunities, and drive decisions that yield positive outcomes.
• Exceptional communication and facilitation skills, with the ability to engage senior stakeholders and lead complex discussions with clarity and confidence.
• A solution-focused mindset with the grit and determination to lead teams through challenges and drive toward successful results.
• Demonstrated ability to manage complex projects and programs autonomously, delivering high-quality outcomes with minimal guidance.

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!
• Pension scheme & match up to 4%
• Peace of mind with life assurance, as well as comprehensive health and dental insurance for you and your dependents
• Flexible paid time off policy
• Paid maternity leave, as well as 6 weeks paternity leave for fathers, to let you spend valuable time with your loved ones
• If you’re cycling, we’ve got you covered on the Cycle-to-Work Scheme. With secure bike storage too
• MacBooks are our standard, but we also offer Windows for certain roles when needed.

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.

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