Emerging Technology Watch Lead at Intercom

Montreal, Quebec, Canada

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Not SpecifiedCompensation

Senior (5 to 8 years), Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Logistics, Warehousing, Last Mile DeliveryIndustries

Requirements

Degree in Engineering, Operations Management or equivalent practical experience
5+ years in the logistics or supply chain technology space
Great interpersonal skills with a team player attitude and a bias for innovation over the preservation of the status quo
Experience in the last-mile delivery & e-commerce sector (an asset)
Expertise with robotics & automation projects (design, installation, operation of MHE equipment, etc.)
Ability to think critically and creatively
Exceptional organizational, analytical and problem-solving skills
Demonstrated ability to navigate complex organizations and processes to pinpoint pain points and problem root causes
Demonstrated ability to juggle multiple projects at once and/or changing priorities

Responsibilities

Continuously scan the market for emerging technologies, startups, and business models relevant to warehousing processes linked to last-mile logistics (automation, AI, routing optimization, EVs, robotics, sustainability solutions, etc.)
Analyze industry trends and evaluate potential impact on Dragonfly’s strategy, operations, and competitive positioning
Build and maintain a tech radar or innovation map to track technologies across maturity stages (hype cycle, TRL, etc.)
Source and evaluate partners (startups, vendors, academic groups) for potential pilots, collaborations, or strategic investments
Synthesize insights into actionable opportunity briefs and present recommendations to leadership for prioritization
Collaborate with internal stakeholders (Product, Engineering, Ops) to identify opportunities, drive projects and instill an appetite for innovation
Define early-stage experiments by outlining potential use cases, operational & technical requirements, value hypotheses, risks, and success metrics
Represent the company externally at industry events, conferences, and innovation forums to keep Dragonfly top-of-mind and plugged into the ecosystem
Monitor competitor activity and benchmark their innovation strategies and technology adoption
Create knowledge-sharing artifacts (market reports, tech briefs, presentations) to inform strategic planning and inspire internal teams
Support the rollout of selected warehousing technologies in conjunction with other IT and non-IT stakeholders (Operations, Change Management, etc.)

Skills

Key technologies and capabilities for this role

Warehousing AutomationAIRoboticsRouting OptimizationEVsSustainability SolutionsTech RadarInnovation MappingMarket ScanningTrend AnalysisPilot EvaluationStakeholder CollaborationOpportunity BriefsTRL AssessmentHype Cycle

Questions & Answers

Common questions about this position

What qualifications are required for the Emerging Technology Watch Lead role?

Candidates need a degree in Engineering, Operations Management or equivalent practical experience, plus 5+ years in the logistics or supply chain technology space. Additional assets include experience in last-mile delivery & e-commerce and expertise with robotics & automation projects.

What is the salary or compensation for this position?

This information is not specified in the job description.

Is this a remote position or does it require office work?

This information is not specified in the job description.

What kind of company culture or team environment can I expect at Intercom?

The role emphasizes a team player attitude with great interpersonal skills and a bias for innovation over preserving the status quo. It involves close collaboration with internal stakeholders like Product, Engineering, and Ops to drive innovation.

What makes a strong candidate for this Emerging Technology Watch Lead position?

Strong candidates will have 5+ years in logistics or supply chain technology, expertise in robotics and automation, critical and creative thinking, and exceptional organizational and analytical skills, along with a passion for innovation.

Intercom

Customer communication platform for businesses

About Intercom

Intercom provides a customer communication platform that enables businesses to connect with their customers through personalized messaging and automation. The platform includes tools for live chat, email marketing, and customer support, allowing companies to manage interactions in one place. Intercom operates on a subscription model, offering various pricing tiers based on the features and scale needed by clients, which range from small startups to large enterprises across different industries. What sets Intercom apart from its competitors is its integration of multiple communication tools and analytics features, which help businesses assess the effectiveness of their customer engagement strategies. The main goal of Intercom is to enhance customer experience by facilitating better communication between businesses and their customers.

San Francisco, CaliforniaHeadquarters

2011Year Founded

$234.2MTotal Funding

SERIES_DCompany Stage

Consumer Software, Enterprise SoftwareIndustries

1,001-5,000Employees

Benefits

We reward our people - All full-time Intercom employees are offered a rewards program that includes competitive base salary, bonus, equity, and benefits.

We love to learn - There are so many opportunities here to learn and build a career. We support employees' growth by offering a wide range of continuing education options, including core skills, management training, and guided learning.

We take employee wellbeing seriously - We offer comprehensive healthcare coverage, including medical, dental, and vision, as well as employee assistance programs and mental health resources. We also offer flexible time off, significant paid family leave, and more.

The world has changed. So has the way we work - The majority of our employees say they prefer a hybrid model of work—some in-office time, some WFH—so that's our current approach. No matter what, though, we're committed to listening to our team.

Risks

Emerging startups offer similar solutions at lower prices, threatening market share.

Major tech companies' AI advancements may outpace Intercom's offerings.

Stricter data privacy regulations could increase compliance costs for Intercom.

Differentiation

Intercom integrates live chat, email marketing, and support into a single platform.

The platform supports over 600 million monthly active end users globally.

Intercom's analytics tools help businesses measure communication strategy effectiveness.

Upsides

Demand for AI-driven support solutions enhances Intercom's offerings.

Omnichannel communication trends align with Intercom's integrated messaging solutions.

E-commerce expansion drives demand for robust customer support systems like Intercom.

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