Group Design Manager

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 30000 global businesses Intercom is setting the new standard for customer service. Driven by our core values we push boundaries build with speed and intensity and consistently deliver incredible value to our customers.

Intercom is hiring a Group Design Manager who can lead from the front raising the bar on craft building high-performing teams and helping us move fast through ambiguity.

We are one of the most design-driven and AI first technology companies. Fin our AI Agent is the best performing most widely adopted and highest grossing AI service agent on the market. We are shaping the future of how businesses communicate with their customers through AI and humans. Our product is used by millions and our design team plays a critical role in making it world-class.

Why you should join Intercom today

AI is transforming everythingfast. Were at the forefront shaping the AI Agent category and redefining customer service with Fin. Soon Fin will handle the vast majority of customer interactions setting a new standard for support. Design is changing rapidly in the age of AI and our designers at Intercom are at the forefront of defining this new role.

This shift isnt just changing what we buildits changing how we work. Were not a startup but we move like onetheres urgency pace and energy. Our team is constantly evolving integrating AI into design development and go-to-market strategies.

At Intercom design is in our DNA. With 60 designers across R&D and Brandand two co-founders from designyoull never have to fight for your place at the table. Here designers lead from the start shaping products that millions of people interact with daily. If you want to work on cutting-edge AI experiences that push the boundaries of product design theres no better place to be.

Why this role exists

This year were doubling down on craft execution and design leadership. In a world where its easier and easier to get software off the ground and to 75% built its the last 25% that really matters. Were tearing up old playbooks. Shipping faster. Going deeper on detail. And raising the bar on everything we put in front of a customer.

Were hiring a Group Design Manager to lead a high-performing design team thats building the future of AI Customer Support. This is not a maintenance role. Its a build-and-scale role. Our goal is nothing less than breakout success in the major new category of AI Agents for Customer Support. Youll partner directly with your product and engineering counterparts to define and ship whats next not whats already been done before.

We need leaderspeople who will raise the quality bar bring a spark of creativity drive best-in-class interaction and visual design and push execution excellence across our most strategic product areas. This is not a strategy or people-management only role. We need a maker a doer a leader. Somebody who loves to partner with designers and is able to jump into Figma Loveable Cursor etc.. as and when needed.

Must Have Experience

• Leading and growing high-performing design teams in product-first companies.
• Hiring coaching and developing designers at all levels from IC to senior leads.
• Owning execution across a portfolio of product areas and driving design excellence through every detail.
• Partnering deeply with Product and Engineering leadership to align on priorities make tradeoffs and move fast.
• Thriving in ambiguous fast-changing environments and turning chaos into clarity.
• A track record of shipping great software not just making decks about it.
• Strong visual sensibility high standards for craft and an eye for detail.
• Demonstrated product taste you know what great looks like and you can help teams get there.

Who This Role Is Not For

• People who need certainty full specs or clear org charts to get started.
• Leaders who lean back and wait for direction rather than leaning in and making things happen.
• Those who are satisfied with good enough this is a role for someone who sees the extra 10% that makes a product unforgettable.
• Anyone wedded to structures and systems that worked five years ago. Were rewriting how software gets built and youll help define what the next 10 years look like.

Day-to-Day Responsibilities

What youll be doing:

• Lead coach and inspire a team of designers working across multiple product surfaces.
• Partner with your Group PM and Group EM counterparts to lead a product group aligning strategy driving decisions and unblocking delivery.
• Set and uphold an extremely high bar for craft from UX flow to pixels to polish.
• Solve problems from first principles not templates.
• Help your team make hard decisions move fast and focus on outcomes over process.
• Be a design quality amplifier noticing the details others miss and pushing the work to where it needs to be.
• Build a healthy high-trust team culture grounded in feedback growth and ownership.
• Stay hands-on in the work reviewing designs jumping into critiques and driving clarity.

What Success Looks Like

Youll know youre successful if:

1. Your team is delivering high-quality product work at speed consistently.
2. Youve hired exceptional talent and helped your existing team grow.
3. Product managers and engineers love working with you you unlock forward progress and raise the ambition.
4. Your designers are solving meaningful customer problems and sweating the final 10% of craft.
5. Youre a key player in shaping how Intercom builds product in the AI era not following playbooks but writing new ones.

Interview Process

We understand that interviewing for a new role is both time and energy consumingwe aim to be thorough speedy and transparent in our approach. You should expect for the entire process to be no more than 4 weeks from start to finish. Youll meet with various members of our team and have the opportunity to fully validate that Intercom and the role is the right fit for you.

Ready to build something great

If youre driven to push the boundaries of product design and have the craft autonomy and taste to make a real impact we want to hear from you.

Benefits

We are a well-treated bunch with awesome benefits! If theres something important to you thats 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

• Flexible paid time off policy

• Paid maternity leave as well as 6 weeks paternity leave for fathers to let you spend valuable time with your loved ones

• If youre cycling weve got you covered on the Cycle-to-Work Scheme. With secure bike storage too

• MacBooks are our standard but were 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.

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