Manager, Customer Education (Production & Innovation)

Overview

Manager, Customer Education (Production & Innovation) based in London, England. Intercom is the AI Customer Service company focused on helping businesses deliver exceptional customer experiences. Intercom is building an AI-first customer service suite to accelerate product adoption and customer value.

This is a senior, strategic role at the intersection of learning, technology, and design. You will lead the evolution of how we design, produce, and deliver scalable learning experiences across all distribution channels, champion the use of new technologies (including AI), and set quality standards across educational formats and platforms. You will partner with teams across the business to create impactful content that supports customers and partners in product adoption.

This is an opportunity to shape the future of customer learning and to build industry-defining educational experiences in a fast-moving environment.

What will I be doing?

• Define, codify and evolve our production process, with a strong focus on video and continuous innovation, including AI production tools and processes.
• Define and maintain the voice, tone, design, style, and user experience across our customer education content and surfaces.
• Partner with LXDs and additional producers to lead creative direction.
• Formalize inputs for our content roadmap from CSM, Support, Product, Growth and other business requirements; assess, prioritise and manage expectations before committing to production.
• Build and maintain a clear production roadmap and calendar to ensure timely content launches aligned with prioritisation.
• Lead by example: drive innovation and directly produce and deliver impactful educational content as part of your work.
• Own the performance of the content, systems and processes you create; be data literate with metrics such as on-time shipping, learner sentiment, and content performance.

What skills do I need?

• 5+ years of proven experience leading customer education production and delivery.
• Strong project and people management experience (3+ years managing contractors, vendors, and/or direct reports).
• Track record of scaling production through tooling, workflows, and process innovation.
• Curiosity about new technology with a solid understanding of AI and customer experience tools.
• Strong cross-functional collaboration skills to drive customer outcomes at scale.
• Natural storyteller with ability to explain complex topics simply and engagingly.
• Data-driven and operational mindset, with experience A/B testing and using data visualization platforms such as Tableau.
• Player-coach with strong execution; this is a hands-on role in a fast-moving team.

Benefits

• Competitive salary and equity in a fast-growing start-up
• Lunch provided on weekdays and a fully stocked kitchen
• Pension scheme & match up to 4%
• Life assurance and comprehensive health and dental insurance for you and dependents
• Flexible paid time off policy
• Paid maternity leave and 6 weeks paternity leave
• MacBooks standard; equipment available to suit your needs
• Hybrid working policy; expected to be in the office at least three days per week

Equal Employment Opportunity

Intercom values diversity and is committed to an Equal Employment Opportunity policy. Intercom will not discriminate on the basis of race, color, religion, creed, national origin, ancestry, sex, gender, age, disability, veteran or military status, genetic information, sexual orientation, gender identity, gender expression, marital status, or any other legally protected basis under federal, state, or local law.

How to apply

Interested in building your career at Intercom? Please apply through Intercom's Careers page.