Senior Product Manager- Messenger

Overview

As Product Manager at Intercom, you will shape a key area of our AI-powered customer engagement platform and the Intercom Customer Service Suite. You’ll align cross-functional teams to solve real customer problems with data-driven insights, guiding roadmap decisions and delivering world-class software. You’ll leverage AI to accelerate product development and impact, while collaborating across engineering, design, and GTM functions. This is a chance to influence how millions of users experience support and conversations via state-of-the-art technology.

Pay / Benefits

• Competitive salary and equity
• Lunch provided weekdays and stocked kitchen
• Regular compensation reviews
• Pension scheme with 4% match
• Health and dental insurance for you and dependents
• Flexible paid time off policy and parental leave (maternity and paternity)

Responsibilities

• Define and manage the roadmap for a significant product area, ensuring alignment and excitement across teams
• Deeply understand customer problems through research, data, and direct interactions, then articulate problem statements for the team
• Collaborate with engineers and designers to ideate, build, and ship solutions from bold visions to focused iterations
• Leverage AI to improve team efficiency and product impact, and ensure high-quality releases
• Measure impact through qualitative and quantitative metrics during beta and post-launch
• Coordinate with cross-functional partners to ensure clear GTM strategy and execution
• Model company values and R&D principles to lead teams or projects

Key requirements

• Strong ability to understand and frame complex customer problems using data and qualitative inputs
• Experience in creating and communicating roadmaps, and aligning stakeholders
• Excellent product judgment balancing customer needs, business impact, and technical constraints
• Proven ability to collaborate with engineering and design to deliver solutions
• Familiarity with AI systems, LLMs, and making informed product decisions with engineering
• Technical fluency with APIs, SaaS infrastructure, and system architecture
• Outcome-oriented mindset with clear measurement of customer and business impact
• Leadership, communication, ownership, and the ability to influence and align teams

• Leadership
• Strong communication
• Ownership
• AI and LLM understanding
• Technical fluency with APIs and SaaS infrastructure
• System architecture knowledge

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