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Product Manager - Web

Intercom

Intercom

Product
London, UK
Posted on Saturday, May 20, 2023

Intercom is redefining how businesses support their customers using powerful messaging and automation.

Customer service teams from more than 25,000 global organizations, including Atlassian, Amazon and Lyft Business, rely on Intercom to deliver efficient and personal customer experiences at scale. Intercom is used to send over 500 million messages per month and enables interactions with over 600 million monthly active end users.

Join the company helping businesses grow revenue through in-product messaging, and so much more!

What's the opportunity? 🤔

Intercom's web team is looking for a Product Manager who can drive and help us evolve our website experiences to fully utilize modern web technologies to deliver great experiences for our visitors while meeting our marketing goals at speed and scale. The focus of this position is to collaborate directly with a wide variety of business stakeholders and align with cross functional teams to deliver the world class roadmap.

We are leading the creation of a next generation solution for the Customer Service category. This huge category has been relatively dormant for the last decade, but is now undergoing transformational change due to advancements in Messaging, Automation, and AI.

Our product has been leading this transformation, and is now maturing to a point where we believe we can win the category, by continuing to innovate and mature the product, but also take our story to market in a way that inspires and educates businesses about a new and better way to support customers and create great customer experiences.

Our website forms a critical part of this strategy. It is the primary way people learn about Intercom, whether through exploration and return visits, going on to sign up by themselves, or getting in touch with our sales team to help. Our website is the public source of truth for our product, and what it can do to help solve our customer's problems. It is a cornerstone of our brand, and what we believe about the world. In an increasingly product led world, our website is becoming more and more important.

We are currently fundamentally rethinking, redesigning and rebuilding our website, and our goal is to lead the market, shipping new creative, innovative ways to tell our story and inspire visitors to try Intercom. This is a fantastic opportunity for a hungry Product Manager to play to join a great tech company and accelerate their career.

What will I be doing? 🚀

  • Understand our business strategy, identify business problems and opportunities that can change the trajectory of the business
  • Partner with Web Leader to build out a compelling roadmap, ruthlessly prioritising the most important work to deliver against our business goals.
  • Collaborate with your team in thinking big, to imagining future solutions that solve these problems
  • Craft well-understood roadmap goals, milestones and outcomes and act as the primary point of contact for associated questions and requests.
  • Execute on product roadmap and product delivery work and align with cross functional teams to ensure world class delivery.
  • You will create and communicate roadmap and project status updates across the organisation and the business.
  • Own and maintain the quality of the product area the web team is responsible for
  • Manage our content management system. You will put pages together and manage the entire CMS product.
  • Responsible for the quality and design of our new intercom.io website
  • Manage our content management system. You will put pages together and manage the entire CMS product.
  • Motivate a group of committed, smart people to do the best work of their careers

What skills do I need? 📖

  • 3+ years experience in technology process and product management.
  • You love bringing structure and order to complex programs, working with people to bridge the gaps across teams and offices and your communication skills are second to none. You get a kick out of seeing your programs run like a well oiled machine.
  • You can clearly communicate product decisions and the rationale behind them. You’re comfortable making decisions without consensus. You can help others make decisions by being persuasive.
  • You must be able to create high quality program deliverables including, strategies, project plans and clear and engaging communications on progress towards our goals.
  • A track record of managing cross functional stakeholders and building alignment for core problems and strategy

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 equity in a fast-growing start-up
  • We serve lunch every weekday, plus a variety of snack foods and a fully stocked kitchen
  • Regular compensation reviews - we reward great work
  • Peace of mind with life assurance, as well as comprehensive health and dental insurance for you and your dependents
  • Open vacation policy and flexible holidays so you can take time off when you need it
  • Paid maternity leave, as well as 6 weeks paternity leave for fathers, to let you spend valuable time with your loved ones
  • MacBooks are our standard, but we’re happy to get you whatever equipment helps you get your job done

#LI-Hybrid

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. Intercom is currently able to hire if an employee has a permanent residence in the following locations; Australia, Ireland, England and applicable US states. (California, Colorado, Florida, Illinois, Massachusetts, New York, North Carolina, Texas, and Washington).

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