Staff Product Manager

Intercom, Inc.

Job Overview

Location

London, England

Job Type

Full-time

Full Job Description

📋 Description

• As a Staff Product Manager at Intercom, you will lead a significant product area or project, shaping the future of AI-powered customer engagement and business messaging for a platform trusted by nearly 30,000 global businesses.
• Day to day, you will deeply understand customer problems through research and data, define clear problem statements, manage product roadmaps, collaborate with engineers and designers to build and ship solutions, leverage AI to accelerate development, evaluate impact quantitatively and qualitatively, own product quality, and align cross-functional teams on go-to-market strategy while role-modelling company values.
• Intercom is the AI Customer Service company behind Fin, the most advanced AI agent on the market, and the Intercom Customer Service Suite, combining AI with human support to transform customer experiences. Founded in 2011, the company pushes boundaries with speed and intensity, driven by core values and a commitment to delivering incredible value.
• In this role, you will have the opportunity to lead a world-class team of engineers, designers, and researchers, drive career-defining impact on products used by millions daily, sharpen your strategic and leadership skills, and grow your expertise in AI-integrated product development within a high-impact, values-driven culture.

🎯 Requirements

• Sharp customer focus and problem framing: ability to independently understand, define, and articulate complex customer problems using data analysis and qualitative inputs.
• Compelling roadmapping: skilled at defining feature roadmaps, communicating what, when, and why to generate excitement and alignment across teams and customers.
• Excellent product judgment: adept at balancing customer needs, business impact, and technical constraints to advocate for and deliver the right product.
• Build world-class product: able to deeply collaborate with engineering and design to ship effective solutions, and independently accelerate processes using AI.
• AI tech fluency: capable of understanding AI systems and LLMs, assessing feasibility and trade-offs, and making informed product decisions in collaboration with engineering.
• Technical fluency: comfortable engaging with engineers and customers on modern tech stacks, including APIs, SaaS infrastructure, low-code tooling, and system architecture.

🏖️ Benefits

• Competitive salary and equity in a fast-growing start-up.
• Free lunch served every weekday, plus snacks and a fully stocked kitchen.
• Pension scheme with company match up to 4%.
• Comprehensive health and dental insurance for employees and dependents, plus life assurance.
• Flexible paid time off policy, including paid maternity leave and 6 weeks of paid paternity leave.
• Cycle-to-Work Scheme support with secure bike storage for cyclists.
• Standard provision of MacBooks, with Windows available for certain roles when needed.
• Hybrid working policy: expectation of at least three days per week in the London office to foster connection and collaboration.
• Radically open and accepting culture, with commitment to diversity, equity, and inclusion, and equal employment opportunity.

Skills & Technologies

Product Management

Senior

Hybrid

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Intercom, Inc.

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About Intercom, Inc.

Intercom offers a customer communications platform that combines business messenger, automation, and support tools. Companies use it to acquire, engage, and support customers across websites, mobile apps, email, and social channels. The platform provides live chat, chatbots, product tours, surveys, help centers, and integrated ticketing. Teams collaborate through shared inboxes, routing rules, and performance analytics. APIs and third-party integrations connect the system to CRM, marketing, and data warehouses, enabling personalized messaging based on user attributes and behavior. Founded in 2011, the company serves B2B SaaS, e-commerce, fintech, and marketplace customers worldwide.

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