Senior Director, Engineering

Who you are

You have extensive experience in engineering leadership, ideally with a focus on customer service technologies and platforms. Your background includes managing teams and driving strategic initiatives that align with business goals. You are adept at collaborating with cross-functional teams, including Product, Finance, Marketing, and Sales, to create impactful customer experiences. You understand the nuances of monetization strategies and have a track record of influencing product delivery and customer engagement.

You possess strong analytical skills and are comfortable using data to inform decisions. Your leadership style fosters a culture of innovation and accountability, encouraging your teams to push boundaries and deliver exceptional value. You are passionate about customer service and technology, and you thrive in environments where you can make a significant impact.

Desirable

Experience in AI technologies and customer service platforms is a plus. Familiarity with billing, pricing, and packaging systems will enhance your ability to lead effectively in this role. A background in SaaS or similar business models will also be beneficial.

What you'll do

As the Senior Director of Engineering at Intercom, you will lead the engineering teams responsible for Monetisation, Growth, and Website platforms. Your role will involve setting the strategic direction for these critical areas, ensuring alignment with the overall business objectives. You will work closely with Product and other leadership teams to shape how Intercom packages, sells, and delivers its products to customers globally.

You will oversee the development and enhancement of systems related to billing, pricing, and order management, ensuring they meet the needs of the business and its customers. Your leadership will be crucial in driving growth through self-serve experiences and optimizing the website platform, which serves as a key acquisition channel.

In this role, you will be responsible for mentoring and developing your teams, fostering a collaborative environment that encourages innovation and excellence. You will also play a vital role in stakeholder management, ensuring that all departments are aligned and working towards common goals.

What we offer

Intercom provides a dynamic work environment where you can make a real impact on customer experiences. You will have the opportunity to work with a talented team and contribute to the evolution of customer service technology. The company values diversity and encourages applications from individuals with varied backgrounds and experiences. Competitive compensation and benefits will be part of your package, reflecting the importance of this leadership role.