Senior Engineering Manager - Team Billing

Join Intercom as a Senior Engineering Manager to lead Team Billing , the group that owns the core systems powering how customers buy Intercom, how we meter usage, bill accurately, recognise revenue, and keep money flowing.

This is a high-impact, high-visibility role at the heart of Growth Engineering, partnering closely with Pricing & Packaging, Order, Self-Serve, Sales, Finance, Enterprise Systems, Analytics, and Billing Operations.

You'll drive clarity, focus, and execution across a mission-critical platform while fostering a culture of ownership, accountability, and incredibly high standards.

Key responsibilities include:

• Leading and scaling a team building and enhancing Intercom's billing, subscription, invoicing, and metering capabilities , the backbone of revenue and monetisation experiences.

• Owning and improving the reliability and operational excellence of Billing systems: on-call quality, incident response, observability, and product health standards.

• Partnering with Senior and Staff Engineers to shape and execute the technical strategy across subscription management, metering, invoicing, and integrations (e.g., Stripe Billing) , balancing near-term needs with long-term platform evolution.

• Collaborating deeply with Product, Design, Sales, Finance, Enterprise Systems, Analytics, and Billing Ops to prioritise the roadmap, close operational gaps, and deliver measurable business outcomes each quarter.

• Cultivating and managing trusted relationships with partner leaders in Finance, Enterprise Systems, and Analytics to ensure alignment on data flows, compliance, reconciliation, and business reporting needs.

• Driving migrations and modernisation work where needed (e.g., Stripe-first capabilities, systems parity and improvements), ensuring safe change management and robust downstream data flows.

• Bringing clarity and alignment to priorities, tradeoffs, and timelines; setting a high bar for planning, testing, and end-to-end quality, especially for revenue-impacting launches.

• Developing and retaining top talent through coaching, clear expectations, and effective delegation; scaling yourself via strong tech-lead partnerships and “coach-and-delegate” leadership.

• Promoting a culture of ownership, accountability, and incredibly high standards , moving quickly, communicating crisply, and celebrating wins.

Requirements include:

• 5+ years managing software engineering teams building and shipping customer-facing or revenue-impacting systems (e.g., billing, payments, pricing, subscriptions).

• Strong technical leadership: comfortable diving into architecture, debugging complex systems, reviewing designs, and making pragmatic tradeoffs to ship safely and fast.

• Proven ability to lead a cross-functional, full-stack team through planning and delivery with clear ownership of business outcomes and product health metrics.

• Excellent product sense and customer empathy , you translate ambiguous requirements into clear scopes, milestones, and measurable impact.

• Skilled communicator who drives alignment across partner teams (Sales, Finance, Enterprise Systems, Analytics, Product, Design) and keeps stakeholders informed and unblocked.

• Track record of cultivating and managing senior relationships across Finance, Enterprise Systems, and Analytics to land durable solutions and accurate downstream reporting.

• Relentless about outcomes , you identify the highest-leverage problems, remove roadblocks, and hold the bar on quality without slipping schedules.

• AI-first mindset with a high bar for excellence: fluent in using AI tools to accelerate planning, execution, quality, and communication , and to inspire adoption across the team.

Bonus skills and attributes include:

• Experience with Stripe Billing or similar billing/subscription platforms; familiarity with usage metering and invoicing pipelines.

• Background in customer-facing SaaS and/or scale-up environments operating at high velocity.

• Experience leading operational excellence initiatives (on-call, incidents, observability) for revenue-critical systems.

Success looks like:

• 30 days: You understand the domain, architecture, on-call posture, partner landscape, and active initiatives; you've built trust with engineers and partner leads and stabilised any urgent operational issues.

• 60 days: Clear, realistic roadmap and execution plan across platform, product health, and partner asks; visible improvements in on-call rigor and update cadence; risks surfaced with mitigation plans co-owned with Finance, Enterprise Systems, and Analytics.

• 90 days: Shipped at least one meaningful capability or reliability improvement; measurable progress on top business outcomes; staffing/skills gaps identified with a concrete plan to address them.

Team and domain:

Mission: Bill customers reliably and accurately, and provide core monetisation and operational capabilities for Intercom.

Partners: Pricing & Packaging, Order, Self-Serve, Sales, Finance, Enterprise Systems, Analytics, Billing Ops, Data/Analytics.

Key areas: Subscription management, usage metering (e.g., Fin features), invoicing, revenue recognition data flows, admin tools, and ops workflows.