Senior AI Product Manager in London

Overview

Intercom is the AI Customer Service company on a mission to help businesses provide incredible customer experiences. Our AI agent Fin, the most advanced customer service AI agent on the market, lets businesses deliver always‑on, impeccable customer service and ultimately transform their customer experiences for the better. Fin can also be combined with our Helpdesk to become a complete solution called the Intercom Customer Service Suite, which provides AI‑enhanced support for the more complex or high‑touch queries that require a human agent. Founded in 2011 and trusted by nearly 30,000 global businesses, Intercom is setting the new standard for customer service.

What is the opportunity?

We’re building a new function at Intercom: AI Product Management. For over a decade, Intercom has invested in in‑house AI, with a team of machine learning scientists, ML engineers, researchers, and AI designers. Now, we’re expanding this team with product managers who will define the future of Intercom’s AI platform and AI agent. As a Senior AI Product Manager, you’ll shape the vision, strategy, and roadmap for core AI systems that power Fin and Intercom’s AI features. You’ll work at the intersection of advanced AI research, cutting‑edge product development, and real customer problems, helping us build world‑class AI products that deliver meaningful business impact.

What will I be doing?

• Lead a major part of our AI product surface. Own an important area of Intercom’s AI platform or AI agent and be accountable for its vision, strategy, and impact.
• Deeply understand customers, the business, and the technology. Use this understanding to make high‑quality decisions and build a compelling roadmap.
• Work side‑by‑side with a world‑class AI team. Collaborate daily with ML scientists, ML engineers, AI designers, and ML researchers to explore new ideas, assess feasibility, evaluate trade‑offs, and turn advanced AI capabilities into high‑value product experiences.
• Ship ambitious, high‑quality AI product. Take AI concepts from early exploration through to production launches. Run fast experiments, define success metrics, evaluate performance, and iterate until the experiences are both effective and delightful.
• Collaborate across the company. Work closely with our core product organization to integrate AI across the Intercom platform and partner with GTM, marketing, support, and operations to drive adoption and customer impact.
• Lead through clarity, ownership, and momentum. Bring teams together, communicate decisions clearly, create alignment, and consistently push toward impactful outcomes.

What skills do I need?

• Strong AI and technical fluency. Built or worked deeply with AI/ML products, ideally including generative AI, and discuss model behaviour, evaluation, prompts, architectures, constraints, and trade‑offs with technical partners.
• Excellent product judgment. Balance customer needs, business goals, and technical realities; know when to push for ambitious ideas and when to iterate quickly. Turn new or ambiguous AI capabilities into clear, valuable product experiences.
• Sharp problem framing and customer insight. Independently understand and articulate complex problems using research, data, and direct customer conversations. Translate complexity into crisp problem statements for the team.
• Ability to build world‑class product. Collaborate deeply with engineering and design to ship high‑quality software. Test, measure, and iterate on AI systems and user‑facing AI features. Care deeply about safety, reliability, and delivering customer value.
• Strong communication and leadership. Influence widely, bring structure to ambiguity, create momentum, communicate clearly and frequently, keep partners aligned and engaged, and raise the bar for the team around you.

Why you\’ll love it here

• Work with an experienced AI team that has been shipping AI long before it was mainstream.
• Have real autonomy, real impact, and real responsibility.
• Help build the next generation of customer service through the power of AI.
• Help shape the future of AI PM craft at Intercom.

Benefits

• 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.
• Flexible paid time off policy.
• Paid maternity leave, and 6 weeks paternity leave for fathers.
• Cycle‑to‑Work Scheme with secure bike storage.
• MacBooks are our standard, but we also offer Windows for certain roles when needed.

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 three 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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