Fin is the AI Customer Agent company on a mission to help businesses provide perfect customer experiences.
Our AI Agent Fin is the highest-performing AI Customer Agent on the market today, enabling businesses to deliver impeccable, always-on customer support across the customer journey – from service, to sales, to ecommerce. Powered by our own AI models, Fin resolves complex customer issues end-to-end across every channel, with minimal set-up and integration. Fin can also be combined with our natively integrated Intercom help desk for one single system that is designed to meet the needs of modern day support teams.
Founded in 2011, Fin became one of the fastest growing companies and remains one of the largest private software companies in the world with nearly 30,000 global businesses using our products to transform their customer support. Driven by our core values, we push boundaries, build with speed and intensity, and relentlessly deliver incredible value to our customers.
We're looking for a Principal Program Manager to join the Strategic Program Management team in San Francisco. This is a senior individual contributor role where you shape how Fin’s highest-priority objectives get set up for success and delivered. Reporting to Senior Manager, Strategic Program Management, you'll work directly with senior leaders across every org to turn ambiguous, high-stakes company goals into programs that deliver on their goals. You'll also raise the bar for how program management works at Fin, building the systems and practices that make the whole team, and those that work with you, better.
What will I be doing?- Partner directly with execs and senior leadership to define programs of work that enable Fin to hit its highest priority company objectives
- Take a holistic view across programs, connecting the dots back to company strategy and surfacing gaps, misalignment, or opportunities to streamline
- Take ambiguous, high-stakes problems and drive them to clarity - defining the right structure, roles, and decision-making frameworks, often from scratch
- Drive cross-functional decision-making by identifying the right stakeholders, surfacing the information they need and recommendations
- Proactively identify program risks and anticipate change before it happens, driving action to course-correct and maintain momentum
- Set and raise the bar for how program management works at Fin - creating new frameworks, challenging existing processes that aren't working, and feeding learnings back into how the team operates
- Hold people accountable at every level, from workstream drivers to exec sponsors, ensuring progress and ownership across complex, cross-functional programs
- Mentor and develop teammates, making the people around you better and faster
- Evangelize program management across the company - shaping how other teams and orgs think about execution, collaboration, and ways of working
- You have 8+ years of experience in program management with a track record of leading large, complex, cross-functional programs in a fast paced AI/SaaS B2B environment with an evolving strategy
- Proven experience working directly with senior level leadership, you’re comfortable engaging with and influencing senior executives and leadership to get to the right outcome
- High ownership and agency, with the ability to manage multiple high-profile, high-visibility programs simultaneously in a fast-paced environment
- A strategic thinker who connects execution to company strategy, spots gaps across programs, and understands how mission, product, and financial plan tie together
- You are solutions oriented and proactive when it comes to taking action to solve problems and mitigate risks
- You have strong facilitation and stakeholder management skills with a track record of bringing together senior-level viewpoints and driving alignment
- You’re an excellent self-starter with a track record of seamless execution on complex programs with minimal guidance
- You've built and significantly improved program management practices, frameworks, or ways of working at a previous company
- Excellent communicator who can flex between an exec room and a cross-functional working group, adapting style and depth to the audience
- Experience mentoring or developing others, whether direct reports or peers - you make the people around you better
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 meaningful equity
- Comprehensive medical, dental, and vision coverage
- Regular compensation reviews - great work is rewarded!
- Unlimited access to Claude Code and best-in-class AI tools; experimentation & building is encouraged & celebrated.
- Flexible paid time off policy
- Paid Parental Leave Program
- 401k plan & match
- In-office bicycle storage
- Fun events for employees, friends, and family!
The base salary range for candidates within the San Francisco Bay Area is $189,000-$225,750. Actual base pay will depend on a variety of factors such as education, skills, experience, location, etc. The base pay range is subject to change and may be modified in the future. All regular employees may also be eligible for the corporate bonus program or a sales incentive (target included in OTE) as well as stock in the form of Restricted Stock Units (RSUs).
#LI-Hybrid
Policies
Fin 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 Fin. 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.
Fin values diversity and is committed to a policy of Equal Employment Opportunity. Fin 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.
Skills Required
- 8+ years of program management experience leading large, complex, cross-functional programs in an AI/SaaS B2B environment
- Proven experience working directly with and influencing senior-level leadership and executives
- High ownership and ability to manage multiple high-visibility programs simultaneously
- Strategic thinking connecting execution to company strategy and financial plans
- Proactive, solutions-oriented approach to problem solving and risk mitigation
- Strong facilitation and stakeholder management skills with track record driving alignment
- Self-starter with a track record of executing complex programs with minimal guidance
- Experience building and significantly improving program management practices, frameworks, or ways of working
- Excellent communication skills, able to adapt between executive and cross-functional audiences
- Experience mentoring or developing others (direct reports or peers)
Intercom Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Intercom and has not been reviewed or approved by Intercom.
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Parental & Family Support — Parental leave includes up to 26 weeks fully paid for birthing parents and 6–8 weeks for non-birthing parents as a highlighted benefit. Family support is emphasized alongside flexible time off.
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Healthcare Strength — Comprehensive medical, dental, and vision coverage is offered for employees and dependents, with EAP/mental-health support and income protection. Company-paid life insurance up to 4x salary is also included.
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Fair & Transparent Compensation — Compensation is positioned as market-rate by role, level, and location, with a formulaic approach described in public pay materials. Market-visible salary bands reinforce clarity around typical ranges.
Intercom Insights
What We Do
Intercom is the next generation customer service platform, built for an AI-first world. Intercom is the only platform that combines an AI Bot + AI Help Desk + Proactive Support tools into one seamless platform. Founded in 2011 and backed by leading venture capitalists, including Kleiner Perkins, Bessemer Venture Partners and Social Capital, Intercom is on a mission to make internet business personal. Our products are great to sell, because they're loved by our customers. We received a “Top Rated” for Live Chat on Trustradius, and we’re a Top 50 product for Small Businesses on G2 - we think these awards speak for themselves.
Why Work With Us
We're a more established company that still feels like a start-up environment. We operate and innovate quickly. Employees have the opportunity to take big bets, make signficiant impact, and advance in their careers.
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