Intercom
Technology Enablement Program Manager
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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.
What's the opportunity?
This is a rare opportunity to drive and shape how Fin learns, adopts and thrives with its Enterprise Technology. This isn't your typical IT role as our Technology Enablement Program Manager, you'll sit at the intersection of IT and every team at Fin, running the programs that ensure every employee gets the most from the tools and technology around them. It's a people-first program management role where your impact is measured by how confidently and effectively Fin employees use the tools that power their work. You'll support IT onboarding journeys for new hires, lead awareness campaigns for new tooling and build an education program that keeps pace with a rapidly evolving AI-first technology landscape. You'll partner closely with existing Education, Awareness and Enablement colleagues to ensure programs are joined up. You'll be a trusted voice across the business working directly with IT leadership and key stakeholders to shape communications, training and adoption strategies that deliver meaningful results. You'll drive this program end-to-end, with the autonomy to build it your way with the support of a strong IT team behind you.
What will I be doing?
- Drive and evolve Fin's IT Onboarding program, ensuring new hires join confidently with the tools and knowledge they need from Week 1. Partner with HR, IT Operations, and functional teams to deliver a consistent, high-quality experience at scale.
- Design and deliver IT awareness and education campaigns - That aid employees get the most out of Fin's technology stack from productivity tools to AI-powered platforms like Claude and beyond.
- Lead adoption for new technology rollouts - Drive communication, enablement and training that bring people on board effectively, reduce friction and drive usage.
- Shape how Fin talks about enterprise technology - Own the communications strategy for IT across the business. From tool rollouts, to policy changes and best practices, you'll make complex technical topics accessible and engaging for employees.
- Build and maintain relationships with cross-functional stakeholders - Understand their teams' needs and challenges to shape and prioritise our IT Education Program.
- Measure what matters, track adoption, engagement and effectiveness. Use data and feedback to continuously iterate and improve.
- Stay at the leading edge of AI and workplace tooling, be an early adopter, stay curious and bring an informed perspective on where IT enablement is heading in a world transformed by AI.
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What skills do I need?
- 5+ years in Program Management, Learning & Development or Employee Enablement ideally with experience spanning both people-facing programs and a technology or IT environment.
- Proven track record running onboarding, education or awareness programs end-to-end: from design through delivery to measurement.
- Exceptional communication and storytelling skills, you can take something complex and make it clear, compelling and human.
- Strong stakeholder management: you're comfortable working across all levels, from individual contributors to senior leaders and you build trust quickly.
- Self-directed and autonomous by nature you own your space, drive your program and operate effectively with minimal direction.
- Proven project and program management fundamentals - you know how to hold multiple workstreams together, stay organised and deliver without dropping the ball.
- Comfortable in fast-paced tech environments; you thrive amid change and ambiguity and you move quickly without sacrificing quality.
Bonus skills & attributes
- Hands-on experience with AI tools such as Claude, ChatGPT, Gemini or similar and genuine curiosity about how AI is reshaping the way people work day-to-day.
- Background in IT or technology teams or experience delivering IT-specific enablement or digital adoption programs.
- Experience creating engaging enablement content using tools like Canva, Loom, Google Suite or similar.
- Familiarity with digital adoption platforms or LMS tools (e.g. Sana).
- Experience in change management or organisational communications alongside program management.
- A comfort with data ability to pull and interpret program metrics and turn them into clear reporting for stakeholders.
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Benefits
- 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!
- Unlimited access to Claude Code and best-in-class AI tools; experimentation & building is encouraged & celebrated.
- 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
- MacBooks are our standard, but we also offer Windows for certain roles when needed.
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.
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