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.
Fin's Finance Integrations, Finance and People systems are the backbone of how the company runs, pays, hires and reports. As a Senior Technical Program Manager for Enterprise Systems you'll drive the programs that build and evolve those efforts, from implementation through to integration, adoption and governance. You'll work across Finance, People, Legal, and Engineering to turn ambiguous business problems into sequenced, funded and delivered programs. This is a program management role first. You'll need the technical depth to hold your own with architects and engineers, being measured on whether complex, multi-team programs land on time and to the bar.
What will I be doing?- Own end-to-end delivery of Fin's most complex Enterprise Systems programs. Multi-quarter, multi-workstream, spanning several teams. You are accountable for the outcome, not just the plan.
- Partner deeply with Finance, Billing and People teams to turn their problems into solutions. Get close enough to how they actually work that you can challenge the stated requirement and find the better answer underneath it.
- Shape initiatives before they become projects. Work with group and functional leadership to pressure-test the problem, define scope and success measures, and say no to work that doesn't earn its place.
- Manage stakeholders and expectations directly. Set a clear bar for what will land and when, communicate change early and often while also building trust that lets you influence decisions without authority.
- Plan around the business, not just the roadmap. Fin's Finance and People functions run on cycles: month end, quarter end, year end, payroll, performance and planning. You'll sequence delivery, testing and cutover around those cycles and protect the teams through them.
- Own the roadmap and the communication around it. Drive visibility, sequencing and build a shared understanding across other IT group teams and up to Senior Stakeholders.
- Run implementations with rigour. Requirements, functional specs, build oversight, UAT, cutover and hypercare.
- Manage risk actively. Surface issues, dependencies and delays early. Bring mitigation options and escalate with a recommendation, not just a problem.
- Lead the change, not just the system. Plan and deliver the enablement, comms, and training that make adoption real after go-live.
- Raise the bar on how we deliver. Improve planning, governance, and ways of working across the Enterprise Systems team.
- 6+ years managing technical programs and projects end-to-end, with a track record of enterprise system implementations you personally led from initiation through go-live and stabilisation.
- Proven command of program management fundamentals: planning, sequencing, resourcing, dependency management, risk and issue management and status reporting to peers up to senior leaders that they can trust.
- Track record delivering multiple concurrent workstreams without losing control of scope, timeline, or quality.
- Strong stakeholder management. You set expectations early, hold teams to commitments and make them accountable without formal authority and be clear when issues arise
- Direct experience with Finance and People systems, specifically NetSuite and Workday and a working understanding of the processes they support: procure-to-pay, record-to-report, hire-to-retire, and billing within the quote-to-cash flow.
- Practical understanding of business close cycles. You know what month end and quarter end demand of a Finance team and you plan delivery around them rather than through them.
- A Broad understanding of Enterprise Systems: system architecture, integrations, data flows and the SaaS application landscape supporting Finance, People and Legal teams.
- Ability to take an ambiguous or contested problem, get to the real requirement, and turn it into a concrete plan, driving that work with named owners and dates.
- Excellent written requirements and functional specs. Engineers build the right thing from your documentation and stakeholders recognise it at UAT.
- Hands-on NetSuite or Workday experience (administration and/or configuration).
- Experience with Zip, Stripe, Snowflake, Salesforce, or comparable enterprise platforms.
- Supporting or delivering through a monthly close, or working alongside FP&A and Accounting operations.
- Experience delivering programs in an audited environment, where controls, evidence and sign-off are part of the delivery path.
- Grounded in a recognised delivery methodologies with the judgment to know how a program should operate
- Experience running programs in a fast-moving, AI-first environment where requirements shift mid-flight.
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
- In-office bicycle storage
- Fun events for employees, friends, and family!
*Proof of eligibility to work in the United States is required.
The base salary range for candidates within the San Francisco Bay Area is $156,000-$187,000. 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
- 6+ years managing technical programs and projects end-to-end
- Track record personally leading enterprise system implementations from initiation through go-live and stabilization
- Strong command of program management fundamentals, including planning, sequencing, resourcing, dependency management, risk and issue management, and status reporting
- Experience delivering multiple concurrent workstreams while controlling scope, timeline, and quality
- Strong stakeholder management and ability to drive accountability without formal authority
- Direct experience with Finance and People systems, specifically NetSuite and Workday
- Working understanding of procure-to-pay, record-to-report, hire-to-retire, and billing within quote-to-cash processes
- Practical understanding of month-end and quarter-end Finance close cycles
- Broad understanding of enterprise systems, system architecture, integrations, data flows, and SaaS application landscapes
- Ability to translate ambiguous or contested problems into concrete plans with owners and dates
- Excellent written requirements and functional specifications
- Hands-on NetSuite or Workday administration or configuration experience
- Experience with Zip, Stripe, Snowflake, Salesforce, or comparable enterprise platforms
- Experience supporting or delivering through monthly close or working with FP&A and Accounting operations
- Experience delivering programs in an audited environment with controls, evidence, and sign-off
- Experience with recognized delivery methodologies
- Experience running programs in a fast-moving, AI-first environment
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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Healthcare Strength — Healthcare is described as comprehensive across regions, with employer‑verified medical, dental, and vision coverage and related protections. Job postings and benefits pages consistently highlight strong core health benefits.
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Parental & Family Support — Parental leave is repeatedly characterized as generous for both birthing and non‑birthing parents, with employer verification on public benefits listings. Family support is emphasized across U.S. and EMEA postings.
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Equity Value & Accessibility — Role postings regularly include equity/RSUs alongside salary, indicating broad access to ownership. Total compensation descriptions consistently feature equity as a meaningful part of the package.
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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