About the role
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. 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.
