About this role
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?
At Intercom, we’re building a developer experience based on AI first workflows that lets engineers ship higher-quality work at speeds faster than ever before.
This role is critical to our success : you’ll drive the success of our Developer Experience & Developer Productivity program, working alongside the teams that innovate, operate and scale CI/CD pipelines, developer environments, developer tooling, and AI-enabled workflows across the company.
Reporting to the VP of Engineering for Infra and Operations, this is a very rare chance to shape the way the engineering org of the future will work - from the basics of tooling and CI right across the SDLC itself - while working with a small, talented and focused set of teams that move very fast.
What will I be doing?
Be the Directly Responsible Individual for the DevEx/Dev Productivity mission: own strategy, roadmap, delivery and outcomes.
Lead programs that materially improve developer velocity and happiness
Shape work related to how our developers ship code in an AI first manner
Analyze and report on drivers of throughput, quality, and engineering productivity
Translate AI/LLM capabilities into production tooling and repeatable workflows (coding agents, local dev AI, CI/SDLC automations).
Design and run experiments, pilots and rollouts; measure impact and iterate.
Build and maintain outcome-focused metrics, dashboards and reporting.
Align engineers, product, infra, security and other stakeholders; remove blockers and manage risk.
Serve as the internal voice of the customer and advocate for their needs, proactively seeking engineer feedback and translating platform user needs into measurable roadmap priorities.
Drive tooling adoption: training, playbooks, templates and on-ramps so teams actually use the tools you’ll help deliver.
What initial success looks like
A clear, prioritized program vision and roadmap with committed outcomes.
Measurable improvement in key signals: increased developer satisfaction, reduced cycle times, higher PR throughput, improved CI reliability, and higher dev-env health scores
Reliable, adopted AI-enabled workflows and demonstrable increase in developer productivity/quality.
Strong cross-org alignment and repeatable mechanisms for driving future improvements.
A well-defined and widely adopted feedback loop that consistently translates engineer needs and pain points into prioritized platform investments.
What skills do I need?
Experience working on fast paced, critical, technical programs
A track record of owning large, cross-functional technical programs end-to-end.
Strong leadership, influencing, and alignment capabilities through very effective communication
A hands on approach, able to move fast with good judgement, and get a lot done.
Demonstrated ability to perform user research, synthesize engineer pain points, and effectively communicate technical requirements to platform engineering teams.
A well-defined and widely adopted feedback loop that consistently translates engineer needs and pain points into prioritized platform investments.
Familiarity with cloud infra concepts (AWS) including CI/CD
The ability to use AI to comprehend systems and code, and engage with engineers on technical concepts
The ability to shape a compelling vision, and drive toward it in iterations in partnership with Eng Mangers and engineers
Practical, hands-on experience with LLMs or AI tooling - you’ve likely shipped some prototypes/experiments!
Based in or willing to relocate to Dublin.
Responsibilities
- Be the Directly Responsible Individual for the DevEx/Dev Productivity mission: own strategy, roadmap, delivery and outcomes.
- Lead programs that materially improve developer velocity and happiness
- Shape work related to how our developers ship code in an AI first manner
- Analyze and report on drivers of throughput, quality, and engineering productivity
- Translate AI/LLM capabilities into production tooling and repeatable workflows (coding agents, local dev AI, CI/SDLC automations).
- Design and run experiments, pilots and rollouts; measure impact and iterate.
- Build and maintain outcome-focused metrics, dashboards and reporting.
- Align engineers, product, infra, security and other stakeholders; remove blockers and manage risk.
- Serve as the internal voice of the customer and advocate for their needs, proactively seeking engineer feedback and translating platform user needs into measurable roadmap priorities.
- Drive tooling adoption: training, playbooks, templates and on-ramps so teams actually use the tools you’ll help deliver.
- A clear, prioritized program vision and roadmap with committed outcomes.
- Measurable improvement in key signals: increased developer satisfaction, reduced cycle times, higher PR throughput, improved CI reliability, and higher dev-env health scores
- Reliable, adopted AI-enabled workflows and demonstrable increase in developer productivity/quality.
- Strong cross-org alignment and repeatable mechanisms for driving future improvements.
- A well-defined and widely adopted feedback loop that consistently translates engineer needs and pain points into prioritized platform investments.
- Experience working on fast paced, critical, technical programs
- A track record of owning large, cross-functional technical programs end-to-end.
- Strong leadership, influencing, and alignment capabilities through very effective communication
- A hands on approach, able to move fast with good judgement, and get a lot done.
- Demonstrated ability to perform user research, synthesize engineer pain points, and effectively communicate technical requirements to platform engineering teams.
Requirements
- A well-defined and widely adopted feedback loop that consistently translates engineer needs and pain points into prioritized platform investments.
- Familiarity with cloud infra concepts (AWS) including CI/CD
- The ability to use AI to comprehend systems and code, and engage with engineers on technical concepts
- The ability to shape a compelling vision, and drive toward it in iterations in partnership with Eng Mangers and engineers
- Practical, hands-on experience with LLMs or AI tooling - you’ve likely shipped some prototypes/experiments!
- Based in or willing to relocate to Dublin.
- Prior work in developer productivity / developer experience domains, eng enablement or tooling teams.
- Experience with the ‘DX’ platform or other developer experiences tools/platforms
- Experience working close to engineering teams and scaling best practices org-wide.
- Strong opinions about the evolving role of the TPM in an AI-first world
- 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
Nice to have
- Prior work in developer productivity / developer experience domains, eng enablement or tooling teams.
- Experience with the ‘DX’ platform or other developer experiences tools/platforms
- Experience working close to engineering teams and scaling best practices org-wide.
- Strong opinions about the evolving role of the TPM in an AI-first world