Senior Manager, Forward-Deployed Data Science

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Intercom is an AI Customer Service company on a mission to help businesses provide incredible customer experiences. Our AI agent Fin lets businesses deliver always‑on, impeccable customer service and transform their customer experience. Founded in 2011 and trusted by nearly 30,000 global businesses, Intercom is setting the new standard for customer service.

• 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.

• 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.

• 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.

• 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%.
• Full health, dental insurance, and life assurance for you and your dependents.
• Flexible paid time off policy.
• Paid maternity leave and 6 weeks paternity leave for fathers.
• Cycle‑to‑Work Scheme with secure bike storage.

Intercom has a hybrid working policy. We believe that working in person helps us stay connected and collaborate more easily, while still providing flexibility to work from home. Employees are expected to be in the office at least three days per week. xcfaprz

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.