Program Manager at Intercom

Montreal, Quebec, Canada

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Not SpecifiedCompensation

Mid-level (3 to 4 years), Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Logistics, Supply ChainIndustries

Requirements

Bachelor’s degree in management, technology, engineering, or a related field
7–8 years of experience in program management or complex project delivery, ideally in digital, operational, or technological transformation
Experience in logistics/transportation or fast-paced operational environments (strong asset)
Strong knowledge of project management methodologies (Agile, Waterfall) and tools (Jira, Office Suite, Confluence, Microsoft Teams)
Ability to challenge sponsors and owners with diplomacy and managerial courage
Comfortable presenting to, influencing, and negotiating with C-suite executives
Strong results orientation: drive progress and simplify complexity
Excellent risk management, political savvy

Responsibilities

Lead complex transformation programs by defining objectives, expected outcomes, key milestones, and dependencies
Establish and maintain strong governance: cadences, steering routines, committees, and decision-making mechanisms
Challenge sponsors and owners constructively to ensure prioritization, alignment, and consistency in decision-making
Collaborate closely with internal teams such as IT, Operations, Finance, HR, and external vendors or clients
Drive clear, concise, results-oriented communication across all stakeholders, including senior leadership
Anticipate organizational challenges and adjust plans proactively to protect program objectives
Remove roadblocks quickly, clarify expectations, and maintain momentum when teams slow down
Translate strategy into concrete, measurable execution plans
Monitor performance through KPIs, dashboards, risks, and mitigation plans
Identify structural risks early and propose pragmatic solutions
Facilitate trade-offs and help teams make fast, aligned decisions
Manage ambiguity: structure the unknown and turn ideas into actionable steps
Partner with change management teams to ensure successful adoption: communications, training, readiness, and phased deployments
Prepare impactful executive-level communications and materials
Manage program budgets, track expenditures, and justify investments
Prepare weekly executive program updates

Skills

Program Management

Transformation Initiatives

Governance

Stakeholder Management

Change Management

Strategic Alignment

Decision-Making

Sortation Operations

Last-Mile Logistics

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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