Senior Manager, Forward-Deployed Data Science

Intercom•Dublin, CA

27d•Hybrid

About The Position

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. Driven by our core values, we push boundaries, build with speed and intensity, and consistently deliver incredible value to our customers. What's the opportunity? The Research, Analytics & Data Science (RAD) team at Intercom uses data and insights to drive evidence-based decision-making. We're a team of data scientists and product researchers who use data to unlock actionable insights about our customers, our products and our business. We generate insights that build customer empathy, drive product strategy and shape products that deliver real value to our customers. We're now expanding our forward-deployed motion to meet growing demand from our most strategic customers. As a Senior Manager, Forward-Deployed Data Science, you'll lead a team of Forward Deployed Data Scientists who focus on high-impact technical engagements that shape how customers adopt, deploy, and scale Fin. You will act as a strategic partner to customer executives, GTM leadership, and product teams. This is a high-ownership role for someone who thrives in ambiguous environments, is energized by solving complex, real-world problems with data, and is motivated by seeing their work translate into both customer impact and product evolution. This role operates as a player-coach - leading strategic engagements firsthand while developing the team's capabilities and patterns for success.

Requirements

Proven ability to drive strategic, data-driven outcomes in complex, real-world business environments - ideally in customer-facing or enterprise contexts.
Strong leadership in ambiguous, high-stakes environments - able to set strategy, prioritize, and guide a team through fast-evolving challenges and opportunities.
Deep customer empathy and executive communication skills, with the ability to influence senior stakeholders, guide AI adoption strategy, and simplify complexity.
Track record of building and scaling technical solutions using AI/ML, especially in areas like LLM applications, conversational AI, or intelligent automation.
Strong SQL and fluency in Python/R, with experience applying analytical, statistical, and AI/ML techniques to business problems.
Experience evaluating and deploying LLM-driven or conversational AI systems, including measurement frameworks and reliability assessments.
Demonstrated ability to prototype quickly, balancing rigor with speed to accelerate customer outcomes.

Nice To Haves

Experience in technical consulting, enterprise data engagements, or customer-facing analytics roles.
Experience applying AI/LLMs to scale data science workflows or automate analysis.
Familiarity with enterprise support operations, customer experience tooling, or SaaS platform deployments.

Responsibilities

Drive the adoption of Fin by helping customers automate and scale their support operations.
Embed with strategic customers to understand their support workflows, data, and business challenges - to identify and implement opportunities where AI can deliver measurable impact.
Steer customers toward best practices in measurement and AI adoption to realize the full value of Fin.
Partner closely with Sales, Success, and Product to deliver seamless customer experiences and successful deployments, and to create feedback loops that shape product development.
Use AI to prototype, test, and scale data-driven solutions, building tools that make us faster and more effective in driving Fin adoption and customer impact.

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, as well as 6 weeks paternity leave for fathers, to let you spend valuable time with your loved ones
If you're cycling, we've got you covered on the Cycle-to-Work Scheme. With secure bike storage too

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