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?
Our Infrastructure Services Group provides the platform to build, deploy, and serve all parts of Intercom. We are responsible for Intercom’s uptime, infrastructure costs, and day-to-day operations.
We are seeking a Technical Program Manager to join this group and drive key programs managing and improving our infrastructure costs posture. This role is suitable for experienced FinOps practitioners or experienced Technical Program Managers who want to get deeper into the FinOps space.
As a FinOps TPM at Intercom, you'll be leading our cost management program, working across the company with Engineering, Finance, Sales, and with vendors directly. Your role will involve a blend of strategic thinking, hands-on project management, technical knowledge, and execution. You will get to influence how we build and operate Intercom, go deep into AWS cost management and optimisations, and share learnings with other practitioners in the wider FinOps community.
Previous projects in the area include:
- Driving cost optimisation projects to improve operating margins by multiple percent.
- Evaluating, procuring, and implementing new tooling and processes.
- Building out per-customer and per-feature cost reporting to direct company pricing and financial strategy as well as product optimisation.
Managing infrastructure costs as your company grows and How We Optimize EC2 Costs at Intercom 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 the costs space, ensuring alignment with business objectives.
- Lead these strategies to great 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, and Sales to maximise the outcome of our costs program.
- Adapt and thrive across various functions to ensure objectives are met, often stepping beyond traditional boundaries to drive results.
What skills do I need? 📖
- A hunger for problem solving and a passion for all things technology.
- A desire to go deep as well as broad across a range of diverse projects.
- Proven hands-on experience in managing and executing 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 modern SaaS tooling.
- 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.
- Demonstrated experience in cost management projects with excellent outcomes.
- Familiarity or experience with FinOps practices, tools and techniques, would be highly advantageous, but not a requirement, for this role.
How will I be supported?
- You’ll report directly to the Director of Engineering.
- You’ll embed with an engineering team working in the area to foster a collaborative and supportive environment.
- You'll have peer Technical Program Managers for support and guidance.
- Opportunities to partner with group-level product, design, finance, 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!
- 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
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.
What We Do
Intercom is the next generation customer service platform, built for an AI-first world. Intercom is the only platform that combines an AI Bot + AI Help Desk + Proactive Support tools into one seamless platform.
Founded in 2011 and backed by leading venture capitalists, including Kleiner Perkins, Bessemer Venture Partners and Social Capital, Intercom is on a mission to make internet business personal.
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
We're a more established company that still feels like a start-up environment. We operate and innovate quickly. Employees have the opportunity to take big bets, make signficiant impact, and advance in their careers.
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