Intercom

Principal Program Manager

Intercom$189K — $225K *
Enterprise Technology
8 - 10 years of experience
Job Overview by Ladders

Qualifications

  • 8+ years of experience in program management in AI/SaaS B2B environments
  • Proven experience influencing senior executives
  • Ability to manage multiple high-profile programs simultaneously
  • Strategic thinker connecting execution to company strategy
  • Proactive in identifying solutions and mitigating risks
  • Strong facilitation and stakeholder management skills
  • Excellent communicator adapting to diverse audiences
  • Experience mentoring and developing teammates

Responsibilities

  • Partner with executives to define high-priority programs
  • Connect dots between programs and company strategy
  • Clarify ambiguous, high-stakes problems
  • Drive cross-functional decision-making
  • Identify program risks and drive corrective action
  • Set new standards for program management practices
  • Hold stakeholders accountable for progress
  • Mentor teammates to enhance their skills
  • Promote effective program management across the company

Benefits

  • Comprehensive medical, dental, and vision coverage
  • Unlimited access to Claude Code and top AI tools
  • Flexible paid time off policy
  • Paid Parental Leave Program
  • 401k plan & match
  • In-office bicycle storage
  • Fun events for employees, friends, and family
Full Job Description
What's the opportunity?

We're looking for a Principal Program Manager to join the Strategic Program Management team in San Francisco. This is a senior individual contributor role where you shape how Fin's highest-priority objectives get set up for success and delivered. Reporting to Senior Manager, Strategic Program Management, you'll work directly with senior leaders across every org to turn ambiguous, high-stakes company goals into programs that deliver on their goals. You'll also raise the bar for how program management works at Fin, building the systems and practices that make the whole team, and those that work with you, better.
What will I be doing?
  • Partner directly with execs and senior leadership to define programs of work that enable Fin to hit its highest priority company objectives
  • Take a holistic view across programs, connecting the dots back to company strategy and surfacing gaps, misalignment, or opportunities to streamline
  • Take ambiguous, high-stakes problems and drive them to clarity - defining the right structure, roles, and decision-making frameworks, often from scratch
  • Drive cross-functional decision-making by identifying the right stakeholders, surfacing the information they need and recommendations
  • Proactively identify program risks and anticipate change before it happens, driving action to course-correct and maintain momentum
  • Set and raise the bar for how program management works at Fin - creating new frameworks, challenging existing processes that aren't working, and feeding learnings back into how the team operates
  • Hold people accountable at every level, from workstream drivers to exec sponsors, ensuring progress and ownership across complex, cross-functional programs
  • Mentor and develop teammates, making the people around you better and faster
  • Evangelize program management across the company - shaping how other teams and orgs think about execution, collaboration, and ways of working
What skills do I need?
  • You have 8+ years of experience in program management with a track record of leading large, complex, cross-functional programs in a fast paced AI/SaaS B2B environment with an evolving strategy
  • Proven experience working directly with senior level leadership, you're comfortable engaging with and influencing senior executives and leadership to get to the right outcome
  • High ownership and agency, with the ability to manage multiple high-profile, high-visibility programs simultaneously in a fast-paced environment
  • A strategic thinker who connects execution to company strategy, spots gaps across programs, and understands how mission, product, and financial plan tie together
  • You are solutions oriented and proactive when it comes to taking action to solve problems and mitigate risks
  • You have strong facilitation and stakeholder management skills with a track record of bringing together senior-level viewpoints and driving alignment
  • You're an excellent self-starter with a track record of seamless execution on complex programs with minimal guidance
  • You've built and significantly improved program management practices, frameworks, or ways of working at a previous company
  • Excellent communicator who can flex between an exec room and a cross-functional working group, adapting style and depth to the audience
  • Experience mentoring or developing others, whether direct reports or peers - you make the people around you better
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 meaningful equity
  • Comprehensive medical, dental, and vision coverage
  • Regular compensation reviews - great work is rewarded!
  • Unlimited access to Claude Code and best-in-class AI tools; experimentation & building is encouraged & celebrated.
  • Flexible paid time off policy
  • Paid Parental Leave Program
  • 401k plan & match
  • In-office bicycle storage
  • Fun events for employees, friends, and family!

The base salary range for candidates within the San Francisco Bay Area is $189,000-$225,750. Actual base pay will depend on a variety of factors such as education, skills, experience, location, etc. The base pay range is subject to change and may be modified in the future. All regular employees may also be eligible for the corporate bonus program or a sales incentive (target included in OTE) as well as stock in the form of Restricted Stock Units (RSUs).

#LI-Hybrid

Policies

Fin 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 Fin. 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.

About Intercom

Intercom is a customer messaging platform that enables targeted communication with customers on your website, inside your web and mobile apps, and by email. Intercom's products include a live chat system, a customer data platform, and a suite of messaging tools that enable businesses to communicate with their customers in a personalized way. Intercom was founded in 2011 by Eoghan McCabe, Des Traynor, Ciaran Lee, and David Barrett. The company is headquartered in San Francisco, California, and has additional offices in Dublin, London, Chicago, and Sydney.
Learn more about Intercom
Industry
Founded
2011

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