Senior ML Science Manager

📋 Description

• • As a Senior ML Science Manager at Intercom, you will be at the forefront of our AI innovation, leading a high-performing team of Machine Learning Scientists dedicated to developing and deploying cutting-edge AI products. Intercom is on a mission to redefine customer experiences through AI, and our AI Group is central to this vision, responsible for conceptualizing new ML products, researching advanced algorithms, and rapidly bringing prototypes to our global customer base.
• • This role offers a unique opportunity to blend technical leadership with people management. You will not only guide and mentor your team but also remain deeply connected to the technical aspects of their work, providing expert advice and ensuring the team's contributions align with our product strategy and customer impact goals. We expect our Engineering Managers to have a strong track record of individual contributions in ML, AI, NLP, or related data fields, enabling them to offer insightful technical guidance and potentially contribute to code reviews or PRs.
• • Your primary responsibility will be the management, mentorship, and coaching of a team of 10+ ML Scientists distributed across our offices in Dublin, London, and Berlin. You will foster an environment of high productivity, performance, and reliability, empowering your team to achieve ambitious goals.
• • You will play a crucial role in shaping the direction of the team's work by collaborating closely with leaders in ML, engineering, product, and design. This cross-functional partnership is key to ensuring that the team's efforts translate into tangible product improvements and significant customer value.
• • A significant part of your role will involve expanding the team, which includes actively participating in recruitment efforts to attract top ML talent. You will also be instrumental in promoting the team's brand both internally and externally, potentially through event planning and thought leadership.
• • Intercom's AI Group is characterized by its product-centric approach and rapid iteration. We pride ourselves on moving quickly from research to production, often shipping beta versions of new features within weeks of successful offline testing. Our work spans a wide spectrum of ML techniques, from classic supervised models to advanced unsupervised clustering, novel transformer neural networks, and fine-tuned Large Language Models (LLMs).
• • You will be responsible for ensuring that all deployed ML solutions are rigorously tested and their real-world customer impact is meticulously measured. This data-driven approach ensures that our AI products consistently deliver exceptional value and meet the evolving needs of our customers.
• • The ideal candidate will thrive in an environment that embraces ambiguity and offers a high degree of autonomy. You will need to be comfortable navigating complex challenges, making strategic decisions, and driving innovation within the ML space.
• • Strong communication skills are paramount, enabling you to effectively interact with technical teams, product stakeholders, and leadership across the organization. You will be a key liaison, translating complex technical concepts into clear, actionable insights.
• • This role is ideal for a seasoned ML professional who is passionate about building and scaling AI solutions that have a direct impact on customer experience. You will be joining a company that is a leader in AI-powered customer service, with a mission to help businesses deliver incredible customer experiences through products like our advanced AI agent, Fin.
• • You will contribute to Intercom's culture of pushing boundaries, building with speed and intensity, and consistently delivering incredible value. Your leadership will be instrumental in our plan to double the size of the AI Group and further solidify Intercom's position as the AI Customer Service company.