Intercom is hiring : Senior Manager, Creative Operations in San Francisco

Overview Intercom is the AI Customer Service company on a mission to help businesses provide incredible customer experiences. Our AI agent Fin lets businesses deliver always-on, impeccable customer service and, when combined with our Helpdesk, an AI-enhanced, human-supported Intercom Customer Service Suite.

Founded in 2011 and trusted by nearly 30,000 global businesses, Intercom is setting the new standard for customer service. We push boundaries, build with speed and intensity, and deliver value to our customers.

Opportunity At Intercom, you’ll be at the forefront of redefining customer service through AI. As our Senior Manager of Creative Operations, you’ll drive operational excellence within our Creative Studio, shaping how our brand comes to life across channels. You’ll lead a talented team of creative producers and partners to ensure our work is innovative, high-impact, and delivered with efficiency and strategic vision. This is a rare chance to make a tangible mark at a company setting the standard in AI-powered customer experiences.

You’ll join Intercom’s Creative Studio — a multidisciplinary team of designers, writers, strategists, and producers — collaborating with marketing, product, and external partners. The Senior Manager reports to the Sr. Director of Creative Studio and acts as a key operational leader, helping us move at startup speed while maintaining quality and consistency expected from a global SaaS leader. Intercom values high agency, low ego, and a passion for real innovation, especially for those who see AI as transformational.

What will I be doing? Defining and optimizing operational processes that enable our creative teams to do their best work, from project intake to delivery.

Leading and mentoring a team of Brand Producers, ensuring projects are scoped, resourced, and executed on time and to the highest standard.

Partnering with Marketing and cross-functional leaders to forecast work, plan capacity, and drive workflow efficiency.

Introducing and implementing tools and methodologies that improve team effectiveness and foster a culture of continuous improvement.

Building and nurturing relationships with internal stakeholders and a diverse pipeline of external partners (agencies, freelancers, vendors).

Participating in high-level planning and strategy sessions to shape the trajectory of our Brand Design team and the broader Intercom brand.

Championing scalable, sustainable solutions that support rapid growth and ambitious goals.

Qualifications / Skills 5+ years of experience running Creative Operations in agency or in-house creative studios.

3+ years of people management experience in project management or producing roles.

Extensive program management experience on complex, multi-channel projects.

Proven ability to deliver multiple projects simultaneously across digital, social, video, print, and integrated campaigns.

Deep understanding of creative and production workflows, with a knack for optimizing processes and driving cross-functional collaboration.

Excellent relationship-building and communication skills, with the ability to influence at all levels, including C-suite.

Comfort with ambiguity and change; thrives in fast-paced, evolving environments.

Bonus skills & attributes Experience working with AI-driven or tech-forward brands.

Passion for AI and curiosity about how technology can transform creative work.

Strong vendor management and negotiation skills.

Benefits Competitive salary and meaningful equity

Comprehensive medical, dental, and vision coverage

Regular compensation reviews

Flexible paid time off policy

Paid Parental Leave Program

401k plan & match

In-office bicycle storage

Fun events for Intercomrades, friends, and family

Proof of eligibility to work in the United States is required.

The base salary range for candidates within the San Francisco Bay Area is $193,500 - $231,125. Actual base pay will depend on a variety of factors such as education, skills, experience, location, etc. The base pay range is subject to change and may be modified in the future. Regular employees may be eligible for a corporate bonus program or a sales incentive (target included in OTE) as well as stock in the form of RSUs.

Policies Intercom has a hybrid working policy. Employees are expected to be in the office at least three days per week, with flexibility to work from home. We are committed to a diverse and open culture and maintain a policy of Equal Employment Opportunity. Intercom does not discriminate based on race, color, religion, creed, national origin, sex, gender, age, disability, veteran status, genetic information, sexual orientation, gender identity or expression, marital status, or any other legally protected characteristic.

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Seniority level Not Applicable

Employment type Full-time

Job function Design, Art / Creative, and Information Technology

Industries Technology, Information and Internet

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