Senior Technical Program Manager

Posted 19 Days Ago
Be an Early Applicant
Chicago, IL
Senior level
Cloud • Information Technology • Software
Intercom's mission is to make internet business personal - helping businesses connect with their customers.
The Role
The Senior Technical Program Manager will drive high-impact initiatives, facilitating clear communication between engineering and product teams. The role involves creating adaptable processes, maintaining project goals, gathering functional specifications, and improving operational efficiencies. The manager will remove roadblocks and enable teams to execute swiftly while ensuring alignment with business objectives.
Summary Generated by Built In

Intercom is on a mission to help our customers provide incredible customer experiences online. We enable businesses to provide instant and exceptional service to their customers while maximizing the productivity, efficiency and performance of their support teams—all through our single seamless platform. 

Intercom is leading the market in AI customer service with Fin by Intercom, the most powerful AI customer service agent available, and Helpdesk by Intercom, a fully featured AI enhanced helpdesk for human support.  

Today, more than 25,000 businesses use Intercom’s platform to send millions of messages to millions of customers each month. Driven by our core values, we push boundaries, build with speed and intensity, and consistently deliver incredible value to our customers. 

Join us to help define and lead the AI revolution for customer service.

What's the opportunity? 

We are seeking a Technical Program Manager (TPM) who can deliver results by removing roadblocks and enabling teams to move forward. This role will serve as connective tissue between Growth Engineering and Intercom's broader go-to-market motion. We aren't looking for traditional program managers that come with rigid methodologies, but rather someone who can create nimble, adaptable processes that evolve with our teams' needs. You'll drive high-impact initiatives by focusing on what works—maintaining clear communication, quick execution, and the ability to adapt rapidly to unlock wins for Intercom. We currently operate in a hybrid working model and we are open to our San Francisco, Chicago, or Dublin office. 

What will I be doing? 

  • Partner with engineering, revenue operations and product leaders to define high-impact initiatives and break down silos across the organization
  • Drive execution of company-wide programs with a success-first mindset, adapting quickly to deliver clear wins
  • Create lightweight, flexible structures that enable teams to deliver against business objectives
  • Ensure projects have clear, impactful purposes, goals and milestones 
  • Gather and document functional specifications for high-impact programs, collaborating closely with technical teams to implement solutions, facilitate UAT and end to end testing
  • Apply first-principles thinking to challenge existing processes and propose better ways of working
  • Build scalable, repeatable systems that eliminate inefficiencies and help engineering teams continually improve operationally to support our GTM motion

What skills do I need? 

  • Strong technical acumen with understanding of system architecture, infrastructure, and core technologies
  • Excellent leadership and communication skills with ability to influence without authority
  • Ability to partner effectively with Engineering Managers and technical teams while maintaining broader business context
  • Proven track record of leading cross-functional programs and delivering high-stakes outcomes
  • Excellence in breaking down complex problems into actionable solutions while maintaining alignment with company goals
  • Experience streamlining processes and removing roadblocks to enable quick execution
  • Capability to evaluate technical feasibility, identify risks early, and navigate complex dependencies

Bonus skills & attributes 

  • Experience working with GTM systems and applications, particularly Salesforce
  • Understanding of Quote-To-Cash processes and supporting technologies
  • Hands-on experience with business-critical applications such as Stripe, Snowflake

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!


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.

Is this role not quite what you're looking for? Join our Talent Community to stay connected with us.

Top Skills

Salesforce
The Company
Chicago, IL
1,050 Employees
Hybrid Workplace
Year Founded: 2011

What We Do

Strong customer relationships are more important than ever. But the scale and nature of online business, combined with rising customer expectations, makes it difficult to build—and keep—those connections.

That's why we're here. Sales, marketing, and support teams at more than 25,000 businesses worldwide use Intercom – including Amazon, Atlassian, and EON. We’re providing a suite of products that help businesses connect quickly, easily, and personally with their customers.

Our products are great to sell, because they're loved by our customers. We received a “Top Rated” for Live Chat on Trustradius, and we’re a Top 50 product for Small Businesses on G2 - we think these awards speak for themselves.

Why Work With Us

While we're a global company now, we've stayed true to our values, which make Intercom a special place to work. You'll find this is a caring, friendly business to be a part of, but also one that's providing incredible opportunities for its people - everyone here has a chance to make an impact and advance in their career. We go further together!

Gallery

Gallery

Similar Jobs

IMO Health Logo IMO Health

Senior Agile Portfolio Manager (Technical Program Manager)

Artificial Intelligence • Healthtech • Information Technology • Natural Language Processing • Software • Analytics • Generative AI
Hybrid
Chicago, IL, USA
320 Employees
100K-135K Annually
Lake, IL, USA
31 Employees
195K-200K Annually
Chicago, IL, USA
1600 Employees
170K-220K Annually

CDW Logo CDW

Program Manager (Contract Manager - State and Local)

Artificial Intelligence • eCommerce • Information Technology • Internet of Things • Automation
Hybrid
Lincolnshire, IL, USA
15100 Employees
88K-122K Annually

Similar Companies Hiring

Cloudflare Thumbnail
Security • Information Technology • Cybersecurity
Champaign, IL
3300 Employees
EDGE Thumbnail
Software • Fintech • Financial Services • Analytics
Chicago, IL
Realtor.com Thumbnail
Software • Real Estate • Big Data
US
1900 Employees

Sign up now Access later

Create Free Account

Please log in or sign up to report this job.

Create Free Account