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Fin (now part of Salesforce) is building the highest-performing AI Customer Agent on the market, enabling businesses to deliver impeccable, always-on customer support across service, sales, and ecommerce. Fin resolves complex customer issues end-to-end across every channel with minimal setup and integration, and can be combined with Intercom's native help desk for a unified support system.
You will lead a significant product area or important project within the Service Agent Team, owning the full product lifecycle from problem discovery through launch and impact measurement. Your responsibilities include:
• Deeply understand customer problems through research, data analysis, and direct customer interactions, then frame those problems clearly for your team
• Manage the roadmap: define what should be built, when, and why; communicate to generate alignment and excitement
• Collaborate with engineers and designers to imagine, build, and ship solutions—from bold future visions to focused iterations
• Leverage AI to increase your own efficiency, accelerate product development, and multiply your team's impact
• Evaluate impact through quantitative and qualitative measures in beta and after full release
• Own and maintain the quality of your product area, ensuring every release delivers world-class software
• Collaborate across the business to ensure clear GTM strategy and execution, getting hands-on wherever necessary
• Model company values and R&D principles as a leader in your team or projects
You will work in a hybrid environment with an expectation to be in the office at least three days per week.
QUALIFICATIONS & SKILLS REQUIRED:
There is no minimum years of experience; impact, drive, and potential matter most. You must demonstrate:
• Sharp Customer Focus & Problem Framing: independently understand, define, and articulate complex customer problems and opportunities using data analysis and qualitative inputs
• Compelling Roadmaps: define the roadmap of features, products, or areas of focus, communicating what, when, and why to generate excitement with customers and the team
• Excellent Product Judgment: balance customer needs, business impact, and technical constraints to define, advocate for, and deliver the right product
• Build World-Class Product: deeply collaborate with engineering and designers to quickly ship effective solutions; independently accelerate the process leveraging AI
• AI Tech: understand AI systems and LLMs, assess feasibility and trade-offs, and make informed product decisions in close collaboration with engineering
• Technical Fluency: comfortable engaging with engineers and customers on the modern tech stack—APIs, SaaS infrastructure, low-code tooling, and system architecture
• Outcome Oriented & Leadership: define, fight for, and share progress against customer and business impact; excellent communicator with high ownership and ability to influence and drive alignment
