Intercom is an AI-first customer service platform that helps businesses deliver better, faster, more personalized support.

Intercom is bringing AI-first Customer Service to the world, dramatically improving experiences for customers, support agents, and managers alike.Modern, fast, and easy-to-use, Intercom’s complete AI-first Customer Service Platform enhances the customer experience, improves operational efficiency, and scales with our customers’ business every step of the way. Intercom is also the most innovative and fastest improving product on the market. Shipping over 200 product improvements every year, Intercom is bringing AI features to market before anyone else.

Customer service teams from more than 25,000 global organizations, including Atlassian, Amazon and Microsoft, use Intercom to send over 600 million messages per month and enable interactions with over 800 million monthly active end users. The company was founded in 2011 and is backed by leading venture capitalist including Bessemer Venture Partners, Kleiner Perkins and Social Capital. We live by our seven company values everyday: Success First, Customer Obsessed, Incredibly High Standards, Open Mindedness, Resilience, Impatience, Positive & Optimistic and Customer Obsessed. They are stitched into the way we work, interact with others, and hold ourselves accountable. We’re eager to hire individuals who are passionate about our mission, deeply aligned with our values, and are excited to help shape the future of customer service.

What's the opportunity? 🤔

We’re hiring a Strategy and Operations Manager with the Product Marketing organization, reporting directly to the Senior Director of Product Marketing to join us initially on a 12 month contract. There is extremely high potential for this role to become a permanent full time position pending performance and headcount approval. 

As the Strategy and Operations Manager, you will play a critical role in driving strategic initiatives and operational excellence within the organization. This role will be embedded within the Product Marketing team, collaborating closely with cross-functional teams like sales, sales enablement, product, and marketing to develop and execute strategic programs, optimize operational processes, and drive continuous improvement across the company.

Intercom is leading the customer service industry into the future with our innovations in AI. This huge category has been relatively dormant for the last decade, but is now undergoing a generational change that is transforming the face of customer service. Intercom is at the cutting edge of AI for customer service.

Working with PMM and cross-functional stakeholders, you'll bring to market a completely new era of AI in customer service software that will redefine what B2B product marketing looks and sounds like. The Strategy and Operations Manager will be critical to the product marketing function, taking our biggest products to market and working on the most strategic projects at Intercom. Your role will be critical in ensuring our product, marketing, and sales enablement strategies all come together to deliver on our company goals.

What will I be doing?

• Serve as the operational leader, project manager, and close partner to the Sr Director of Product Marketing in driving some of Intercom’s most strategic and critical projects
• Own the sales enablement program, partnering closely with the sales enablement team, in order to elevate the performance of our global sales team
• Partner with each PMM in project managing Intercom’s biggest product launches, ensuring they operate efficiently and effectively as we take products to market.
• Establish and maintain processes to increase the efficiency and effectiveness of the product marketing team. This role will ensure that teams are aligned on requirements and timelines to drive solutions and sales enablement strategies.
• Influence product, sales enablement, and go-to-market strategy by being embedded in both the product and sales orgs–bringing in sales and customer feedback and optimizing our operation.
• Influence GTM strategy by working with Marketing, Sales and Growth leaders, as well as the Exec team.
• Collaborate with leaders in Brand, Demand Generation, Education, Audience Engagement to ensure our marketing strategy and partnership is optimized, and these functions have what they need from PMM.
• Support and contribute to the production of high quality content and materials for the Product and Marketing orgs, and guide our Sales Enablement strategy.

What skills do I need? 📖

• 6-8 years of program or project management experience in B2B, B2C, Ad tech, or SaaS.
• Operational expert, highly organized, experience managing multiple projects and work streams simultaneously
• Proven track record enabling global sales teams and/or experience in sales selling software
• Proven track record of partnering with product orgs, engineering, marketing, growth and sales teams to contribute to business success
• Proven track record of launching multiple products and partnering closely with Sales Enablement
• Effective communicator, both written and verbal, who is comfortable working directly with senior leaders (VP and above) to deliver on successful projects.
• Thrive in dynamic, fluid environments where clarity and process may take a backseat to speed and execution. Able to bring clarity and simplicity to complex projects with many moving pieces 
• You are genuinely excited by software products, are passionate about new technology and its impact on the world, and can talk very comfortably about how software products work.
• Strong both qualitatively (understanding customers) and quantitatively (measuring the impact of what we do).
• Excels at all forms of communication, written, spoken, from 1:1 to large presentations. Can explain topics at any zoom level (highly strategic and abstract to specific and tactical) to employees at any zoom level (Execs to Individual Contributors).

Intercom 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 two days per week.

Intercom values diversity and is committed to a policy of Equal Employment Opportunity. Intercom 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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