Senior Program Manager
Intercom
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 Senior Program Manager to join the Strategic Program Management team in San Francisco. This team is responsible for defining how to deliver and successfully execute our most strategic company objectives. You’ll partner with executive leadership to define and bring to life complex, large-scale programs of work across all teams and orgs at Intercom.
What will I be doing? 🚀
- Partner with company leadership to define programs of work that enable us to hit Intercom’s highest priority company objectives
- Define and prioritize initiatives as well as the roles and responsibilities needed to execute
- Draw out open questions and work cross functionally to drive resolution. Drive decision-making by identifying key stakeholders and surfacing the information needed to make critical decisions, often cross functionally
- Proactively identify program risks, mitigate and escalate where appropriate
- Put durable structures in place to set these complex, highly visible, cross-functional objectives up for success
- Partner with execs, VPs, directors, managers and individuals across all orgs to drive Intercom’s company objective’s successful execution
- Identify and track key objective milestones, ensuring progress and accountability - work with objective owners and other key stakeholders to keep program delivery on track
- Understand and communicate initiative status, issues, dependencies and risks to executives and other objective stakeholders
- Set best practices when it comes to how we work, and be able to communicate it clearly across all disciplines
- Live our company values and become a values role-model for the team and those you work with
What skills do I need? 📖
- You have 7+ years of experience in program management focused on driving large, complex, cross-functional, multi-location programs or projects (preferably within SaaS B2B). Ideally you have direct experience working with product, GTM/marketing, design, and web leadership and teams
- You have experience working directly with Executive leadership, and are able to engage with and influence senior executives and leadership with gravitas
- You demonstrate a high degree of ownership and accountability, and are able to manage multiple, high-profile projects and deliverables in an ambiguous and fast paced environment
- You have a strong business sense and can quickly understand risks/opportunities that will likely lead to a good outcome
- You are solutions oriented and proactive when it comes to taking action to solve problems and mitigate risks
- You have strong facilitation and stakeholder management skills and are comfortable and excited to work side-by-side with execs and company leaders
- You’re an excellent self-starter with a track record of seamless execution on complex programs with minimal guidance
- You are able to communicate effectively via various media and to different audiences, with experience preparing executive-level communications
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 meaningful equity
- Comprehensive medical, dental, and vision coverage
- Regular compensation reviews - great work is rewarded!
- Flexible paid time off policy
- Paid Parental Leave Program
- 401k plan & match
- In-office bicycle storage
- Fun events for Intercomrades, friends, and family!
*Proof of eligibility to work in the United States is required.
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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