About the job
Intercom is the leading AI Customer Service platform, dedicated to enabling businesses to deliver exceptional customer experiences.
Our cutting-edge AI agent, Fin, stands as the most sophisticated customer service AI currently available, empowering businesses with continuous, flawless customer support and revolutionizing their customer interactions. Fin seamlessly integrates with our Helpdesk to form the Intercom Customer Service Suite, an all-encompassing solution that offers AI-enhanced assistance for more intricate inquiries that necessitate human intervention.
Established in 2011 and currently supporting nearly 30,000 businesses worldwide, Intercom is redefining customer service standards. Guided by our core principles, we continuously challenge conventions, operate with agility and vigor, and consistently offer outstanding value to our clients.
What’s the opportunity?
We are pioneering a new segment within Intercom: AI Product Management. With over a decade of investment in in-house AI, we boast a skilled team of machine learning scientists, engineers, researchers, and designers. We are now expanding this team with product managers who will sculpt the future of Intercom’s AI platform and agent.
As a Senior AI Product Manager, you will define the vision, strategy, and roadmap for the core AI systems that fuel Fin and Intercom’s AI capabilities. You will operate at the crossroads of advanced AI research, innovative product development, and real-world customer challenges, guiding us in creating world-class AI products that yield significant business results.
This role demands a technical, customer-focused product manager who excels in dynamic, uncertain environments and is passionate about transforming complex AI functionalities into user-friendly, engaging product experiences.
What will I be doing?
- Oversee a key segment of our AI product landscape. You will take charge of a vital component of Intercom’s AI platform or agent, responsible for its vision, strategy, and effectiveness.
- Gain profound insights into customers, the business, and the technology. You will thoroughly understand the ecosystem: customer needs, business direction, and the workings of our AI systems, utilizing this knowledge to inform high-quality decision-making and create a compelling roadmap.
- Collaborate closely with a premier AI team. You will engage daily with machine learning scientists, engineers, designers, and researchers. Together, you will explore innovative ideas, assess feasibility, weigh trade-offs, and convert advanced AI capabilities into high-impact product experiences.
- Deliver ambitious, high-quality AI products. You will guide concepts from initial exploration to production launches, conducting swift experiments, defining success metrics, and evaluating performance.
