Intercom is hiring a Senior AI Product Manager in Berlin!
Intercom, the AI Customer Service company, is on a mission to help businesses provide incredible customer experiences. Our AI agent, Fin, is the most advanced on the market, offering businesses always-on, impeccable customer service. When combined with our Helpdesk, it forms the Intercom Customer Service Suite, providing AI-enhanced support for complex queries requiring human agents. Founded in 2011 and trusted by nearly 30,000 businesses, Intercom is setting the new standard for customer service. We value speed, intensity, and delivering incredible value.
The Opportunity
Intercom is building a new function: AI Product Management. With a decade of in-house AI investment, we're expanding our team with product managers to define the future of Intercom's AI platform and agent. As a Senior AI Product Manager, you will shape the vision, strategy, and roadmap for core AI systems powering Fin and Intercom's AI features. This role sits at the intersection of advanced AI research, cutting-edge product development, and real customer problems, enabling you to build world-class AI products with meaningful business impact. This is a high-ownership role for a technical, customer-obsessed PM thriving in fast-moving, ambiguous environments, adept at transforming complex AI capabilities into simple, delightful product experiences.
What You'll Do
- Lead a major part of our AI product surface: Own an important area of Intercom's AI platform or AI agent, being accountable for its vision, strategy, and impact.
- Deeply understand customers, business, and technology: Gain an in-depth understanding of customer needs, business direction, and AI system functionality 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 ideas, assess feasibility, evaluate trade-offs, and transform advanced AI capabilities into high-value product experiences.
- Ship ambitious, high-quality AI product: Guide AI concepts from early exploration through production launches. Run fast experiments, define success metrics, evaluate performance, and iterate to ensure effective and delightful experiences.
- Collaborate across the company: Work with the 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: Unify teams, communicate decisions clearly, create alignment, and consistently drive towards impactful outcomes.
What You'll Need
- Strong AI and technical fluency: Experience building or working deeply with AI/ML products, ideally including generative AI. Ability to discuss model behavior, evaluation, prompts, architectures, constraints, and trade-offs with technical partners. Comfortable working autonomously in complex technical spaces.
- Excellent product judgment: Balance customer needs, business goals, and technical realities. Know when to pursue ambitious ideas and when to iterate quickly. Ability to translate 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 your team.
- Ability to build world-class product: Collaborate deeply with engineering and design to ship high-quality software. Proficiency in testing, measuring, and iterating on AI systems and user-facing AI features. A strong commitment to safety, reliability, and delivering customer value.
- Strong communication and leadership: Influence widely, bring structure to ambiguity, and create momentum. Communicate clearly and frequently, ensuring partners are aligned and engaged. Take ownership and raise the bar for the team.
Why You'll Love It Here
- Work with an experienced AI team that has been shipping AI long before it was mainstream.
- Enjoy real autonomy, impact, and responsibility.
- Help build the next generation of customer service through AI.
- Shape the future of AI PM craft at Intercom.
Benefits
We offer comprehensive benefits, including:
- Competitive salary, annual bonus, and equity.
- Regular compensation reviews.
- Generous paid time off above statutory minimum.
- Hybrid working model.
- MacBooks provided (Windows available for specific roles).
- Fun events for employees and their families.
Policies
Hybrid Working: We embrace a hybrid model, expecting employees to be in the office at least three days per week to foster connection, collaboration, and culture while maintaining flexibility.
Culture: Intercom fosters a radically open and accepting culture, avoiding divisive subjects to ensure a safe and cohesive work environment. We respect personal opinions on non-work-related topics and focus on achieving our goals through our core values.
Equal Employment Opportunity: Intercom is committed to diversity and EEO, prohibiting discrimination based on protected characteristics.
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