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Technical Program Manager, Infrastructure Services

Intercom

Intercom

IT, Other Engineering, Operations
Dublin, Ireland
Posted on Tuesday, December 12, 2023

Intercom is an AI powered, automation-first customer service platform that lets businesses deliver fast support, keeping customers satisfied, costs low, and service teams happy.

It is the only complete customer service solution that provides a seamless customer experience across automation and human support. Customer service teams from more than 25,000 global organizations, including Atlassian, Amazon and Microsoft, use Intercom to send over 600 million messages per month and enable interactions with over 800 million monthly active end users. The company was founded in 2011 and is backed by leading venture capitalist including Bessemer Venture Partners, Kleiner Perkins and Social Capital. We live by our six company values everyday: Success First, Customer Obsessed, Incredibly High Standards, Open Mindedness, Resilience, Impatience, and Positive & Optimistic. They are stitched into the way we work, interact with others, and hold ourselves accountable. We’re eager to hire individuals who are passionate about our mission, deeply aligned with our values, and are excited to help shape the future of customer service.

What's the opportunity? 🤔

Our Infrastructure Services Group provides the platform to build, deploy, and serve all parts of Intercom. We are responsible for Intercom’s uptime, software costs, and day-to-day operations.

We are seeking a Senior TPM to join this group and drive key programs in our availability and cost space, crucial elements that underpin Intercom's operational excellence and business strategy. This role is perfect for those passionate about driving program strategy and ensuring alignment with our overarching business objectives. Your leadership will guide these initiatives to successful, tangible outcomes.

As a Senior TPM at Intercom, you'll be at the forefront of collaborating with engineering leaders and influencing the direction and execution of vital programs. Your role will involve a blend of strategic thinking, hands-on project management, and deep collaboration across multiple functions including Engineering, Finance, Sales, and Customer Support.

Your mission will be to enhance our operational capabilities and efficiencies. This could range from refining our program strategies to delivering high-impact communications that keep stakeholders informed and engaged. You'll tackle diverse projects, demonstrating your adaptability and skill in managing various complexities and sizes, and translating technical concepts for varied audiences.

Previous projects in the area include:

  • Driving cost optimisation projects to improve operating margins by over 3%.
  • Evaluating, procuring, and implementing new tooling and/or processes to enhance product resiliency.
  • Building out per customer cost reporting to direct company pricing and financial strategy as well as product optimisation.

Gain insights into our engineering culture at intercom.engineering and check out our engineering values. How your engineering team can get more from incident reviews and Managing infrastructure costs as your company grows are two posts we’ve written in this space. For a glimpse into our TPM-driven programs, watch Hannah Healy and Brian Scanlan's talk at ShipItCon on ”Oncall shouldn't be a chore” starting at 5:33:30.

What will I be doing? 🚀

  • Partner with engineering leaders to refine and drive the strategy for programs in our availability and cost space, ensuring alignment with business objectives.
  • Lead these strategies to concrete outcomes, working closely with engineering teams to ensure effective and efficient implementation.
  • Deliver engaging, high-quality communications about progress, including comprehensive stakeholder reports that underscore milestones, challenges, and solutions.
  • Collaborate with Engineering Managers, Engineers, Finance, Sales, and Customer Support to gather input on our availability and costs programs.

What skills do I need? 📖

  • A hunger for problem solving and a passion for all things technology.
  • Proven hands-on experience in managing diverse projects, demonstrating versatility in handling various project sizes and complexities.
  • Excellent communication skills, capable of translating technical concepts to a non technical audience, motivating teams and articulating project goals and progress effectively.
  • Ability to work collaboratively with people throughout Intercom across various levels.
  • Experience with cloud computing environments and critical infrastructure is advantageous, though not mandatory.
  • A continuous drive for improvement, with a keen eye for efficiency and operational best practices.
  • A track record of consistently achieving results and driving projects to completion.

How will I be supported?

  • You’ll report directly to the Director of Engineering.
  • A Senior TPM will guide your onboarding into our Availability and Costs programs, serving as your strategic partner for effective integration.
  • You’ll embed with a team working in the area to foster a collaborative and supportive environment.
  • Opportunities to partner with group-level product, design, and engineering leaders, fostering a collaborative and innovative work atmosphere.

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!
  • Pension scheme & match up to 4%
  • 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
  • If you’re cycling, we’ve got you covered on the Cycle-to-Work Scheme. With secure bike storage too
  • MacBooks are our standard, but we’re happy to get you whatever equipment helps you get your job done

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.

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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