Senior AI Product 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.

Speed is something we fight for every day at Intercom and we believe Berlin is built for people who share that instinct. We are drawn to Berlin by its rare blend of deep technical talent and rich creative culture all within a vibrant globally connected city thats close to our R&D hubs in Dublin and London. Its a place where the best of the best technical talent thrive and where people from around the world are eager to relocate and build ambitious products.

Our ambition is to hire 100 people in Berlin over the year ahead across engineering AI data science product and design. We believe this is the most exciting time to join be the founding R&D talent in the region and make a lasting impact as we build the worlds number one customer agent!

Whats the opportunity

Were 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 were expanding this team with product managers who will define the future of Intercoms AI platform and AI agent.

As a Senior AI Product Manager youll shape the vision strategy and roadmap for core AI systems that power Fin and Intercoms AI features. Youll 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.

This is a high-ownership role for a technical customer-obsessed PM who thrives in fast-moving ambiguous environments and loves turning complex AI capabilities into simple delightful product experiences.

What will I be doing

• Lead a major part of our AI product surface. Youll own an important area of Intercoms AI platform or AI agent and be accountable for its vision strategy and impact.
• Deeply understand customers the business and the technology. Youll learn the space inside out: what customers need where the business is going and how our AI systems work. Youll use this understanding to make high-quality decisions and build a compelling roadmap.
• Work side-by-side with a world-class AI team. Youll collaborate every day with ML scientists ML engineers AI designers and ML researchers. Together youll explore new ideas assess feasibility evaluate trade-offs and turn advanced AI capabilities into high-value product experiences.
• Ship ambitious high-quality AI product. Youll take AI concepts from early exploration through to production launches. Youll run fast experiments define success metrics evaluate performance and iterate until the experiences are both effective and delightful.
• Collaborate across the company. Youll work closely with our core product org 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. Youll bring teams together communicate decisions clearly create alignment and consistently push toward impactful outcomes.

What skills do I need

• Strong AI and technical fluency. Youve built or worked deeply with AI/ML products ideally including generative AI. You can discuss model behaviour evaluation prompts architectures constraints and trade-offs with technical partners. Youre comfortable working autonomously in complex technical spaces.
• Excellent product judgment. You balance customer needs business goals and technical realities. You know when to push for ambitious ideas and when to iterate quickly. You can turn new or ambiguous AI capabilities into clear valuable product experiences.
• Sharp problem framing and customer insight. You can independently understand and articulate complex problems using research data and direct customer conversations. You translate complexity into crisp problem statements for your team.
• Ability to build world-class product. You collaborate deeply with engineering and design to ship high-quality software. You know how to test measure and iterate on AI systems and user-facing AI features. You care deeply about safety reliability and delivering customer value.
• Strong communication and leadership. You influence widely bring structure to ambiguity and create momentum. You communicate clearly and frequently keeping partners aligned and engaged. You take ownership and raise the bar for the team around you.

Why youll love it here

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

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 annual bonus and equity
• Regular compensation reviews - we reward great work!
• Generous paid time off above statutory minimum
• Hybrid working
• MacBooks are our standard but we also offer Windows for certain roles when needed.
• Fun events for Intercomrades friends and family!

#LI-Hybrid

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.