Senior TPM - Enterprise Systems

Intercom•San Francisco, CA

6h•$180,000 - $215,000•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? We are looking for a skilled Technical Program Manager (TPM) to lead the planning, organization, and execution of initiatives that will enhance Intercom's Enterprise Systems capabilities. Reporting to the Director of Enterprise Systems, you will join a team that is responsible for selecting, architecting, governing, and managing the SaaS applications and data systems that drive our core business functions across Finance, People, and Legal. This role offers the opportunity to work closely with cross-functional teams—including Finance, People, Legal, and Growth Engineering—to drive impactful projects forward, streamline processes, and help shape the future of our enterprise operations.

Requirements

6+ Years of experience working with system architectures, data flows, & guiding technical teams in complex implementations
Strong leadership, influencing, and alignment capabilities through effective communication
Has mastered the foundations of planning, sequencing, resourcing, and managing programs of work
Ability to clarify ambiguous problems and translate them into concrete, actionable plans
Ability to analyze complex business processes, identify inefficiencies, and propose advanced process improvements
Proficient in advanced requirement elicitation and documentation techniques to ensure clear project specifications
Experience working with Finance, People teams, systems, and applications, specifically NetSuite and Workday

Nice To Haves

Deep understanding of the Finance and People processes and supporting technology
Hands-on experience with NetSuite and/or Workday (administration and/or development)
Experience working with applications such as: Zip, Stripe, Snowflake, Salesforce

Responsibilities

Work with team and group leadership to clarify, understand, and shape initiatives
Ensure projects have clear, impactful purposes, goals, and milestones
Drive visibility, shared understanding, and alignment across partner teams through excellent communication of projects and ownership of the Enterprise Systems roadmap
Gather and document functional specifications for high-impact programs, collaborating closely with technical teams to implement solutions, facilitate UAT and end to end testing
Identify issues, risks, dependencies, and develop mitigation and escalation strategies
Streamline process improvements and ways of working to support our Enterprise Systems