Senior Director, Engineering

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?

You will be the Engineering leader for our Monetisation, Growth, and Website platforms - three critical areas that fuel Intercom’s business model and our customer acquisition engine. This is an opportunity to partner closely with Product, Finance, Marketing, and Sales leadership to shape how we package, sell, and deliver our product to customers around the world.

You will lead teams across billing, pricing and packaging, quoting, and order management systems; growth and self-serve experiences; and our website platform, which is our most lucrative acquisition channel. This is a highly strategic leadership role where you will influence both how customers buy and experience Intercom, and how we grow as a business.

You’ll work with a strong set of cross-functional partners, and you’ll be expected to define and execute on a multi-year vision that elevates Intercom’s ability to serve both our self-serve and enterprise customers at scale.

What will I be doing?

• Leading multiple talented Engineering Managers and their teams across Monetisation, Growth, and Website platforms
• Coaching, mentoring, and influencing some of the most exceptional engineers and managers in the industry
• Driving operational excellence, quality, stability, and security across billing, quoting, seat management, paywalls, and order management systems
• Scaling our ability to serve enterprise customers with usage-based and flexible pricing models
• Partnering with Finance, Marketing, and Sales to build systems that support a meaningful ARR split between self-serve and sales-led motions
• Accelerating our speed to market with new pricing and packaging changes
• Owning the quality and performance of key self-serve flows - trial, checkout, purchase, and activation - to drive commercial outcomes
• Modernising and evolving our website engineering team and platform to power our brand, content publishing, CRO, SEO/AEO, and marketing performance efforts
• Building, scaling, and inspiring high-performing teams across distributed time zones (US West Coast, GMT, and beyond)
• Reinforcing and helping evolve our culture of high performance, collaboration, and innovation

What skills do I need?

• 10+ years’ experience leading engineering teams at scale in high-growth SaaS environments
• A strong background in billing, pricing and packaging (PnP), quote-to-cash systems, and related reporting infrastructure
• Experience with self-serve growth systems including paywalls, checkout flows, and optimisation, as well as sales-led order management with Salesforce (SFDC)
• Proven track record of building, scaling, and leading high-performing engineering organisations across multiple geographies and time zones
• A history of partnering effectively with Product, Finance, Marketing, and Sales leadership to deliver strategic outcomes
• Strong technical judgment and organisational leadership, with the ability to balance stability, quality, and speed of execution
• Excellent people leadership skills - coaching, mentoring, and inspiring teams to deliver the best work of their careers

Bonus skills & attributes

• Experience modernising website engineering platforms for both brand and performance marketing impact
• A lateral thinker who balances individual and organisational priorities for the greater good
• Opinionated and principled, but humble, honest, and self-aware - you know your strengths and weaknesses and optimise for them
• Organisational-level change agent with a track record of improving how teams work at scale

In 18 months, success will look like:

• Improved quality, stability, and performance of our monetisation platform
• Meaningfully increased speed to market with new pricing and packaging changes
• Evolved systems that support enterprise-grade usage-based pricing
• Significantly improved commercial performance across self-serve growth flows
• A modernised, high-performing website engineering team and platform that supports both brand marketing and performance marketing needs

Location & travel

This role is based between Dublin, Ireland, and San Francisco, California. Semi-frequent travel to the US West Coast, Dublin, and London is required.

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 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
• MacBooks are our standard, but we also offer Windows for certain roles when needed.

Policies

Intercom 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 Intercom. 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.

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.