Senior Business Operations Manager

Intercom was founded in 2011 to change the standard of customer service online. Our AI-first customer service platform is a totally new way to deliver customer service and is designed to transform the way businesses interact with their customers through AI.

We all know that customer service on the internet sucks. It’s slow and impersonal. We help businesses provide instant and exceptional service to their customers and maximize their support agents’ productivity, efficiency, and performance all through our single AI system.

More than 25,000 businesses use Intercom to send millions of messages to millions of customers each month.Intercom has been a long-standing product leader and cultural icon in the technology and startup worlds for more than a decade.

We set the pace for our industry and live by our values that allow us to push boundaries, build with speed and intensity, and deliver incredible value to our customers.

Join us on our mission to redefine customer service and make internet business personal.

What's the opportunity?

As part of the Business Operations team, you’ll drive key decisions and initiatives in collaboration with stakeholders across the company.

We’re looking for someone who exhibits intellectual curiosity and analytical rigor to take on challenges that span the breadth of our business.

You’ll get your hands dirty in the process. You'll construct persuasive cases for and against certain courses of action and follow through with execution.

You'll have executive-level visibility and a finger on the pulse of the overall business. You’ll act as an example and mentor to both people on the team and outside the team.

This role presents a significant opportunity to influence the trajectory of a rapidly expanding company.

What will I be doing?

Business Operations works on the highest impact business problems we face. You’ll collaborate with stakeholders across the company to steer key initiatives designed to address these problems. Such as :

• Build consensus and deliver a commitment on the right course of action. Partner with cross-functional stakeholders (Finance, Marketing, Sales, Support, R&D, etc.
• to operationalize that commitment and see the resulting initiative through to a successful outcome;
• Develop business cases for Intercom to invest in new markets or steer new initiatives by gathering relevant context / data and building sound financial models to inform the right course of action;
• Assess Intercom’s business and identify opportunities for improvement to support our company strategy and organizational priorities.

Develop corresponding action plans and lead cross-functional partner teams to address the opportunity and demonstrate meaningful improvement.

Some examples of the projects you could work on :

• Become a subject matter expert in one or more of our business areas; in particular, Marketing, Sales, or Finance; contribute to the creation of the winning strategies for those areas;
• and provide insights and opinion on those areas on an ongoing and proactive basis;
• Establish and run an ongoing cadence of business performance reporting, i.e., Monthly Business Reviews (MBRs), including recommendations on what can be improved and coordinating with stakeholders on the ownership and actions;
• Collaborate with key initiative teams to determine the best KPIs for measuring success; work with Finance and analytical teams to set KPI targets;
• and design an efficient process for tracking and reporting progress to leadership;
• Closely partner with our finance, business analytics, and data teams to assess the health of our business systems and revenue reporting infrastructure for an executive audience.
• Deliver a unified dashboard that concisely communicates in which areas of our business we are doing well and in which areas there are opportunities;
• Develop business cases for Intercom to invest in new markets, new product offerings, or deliver improved business performance through other channels;
• working with teams across the business to drive strategies and recommendations all the way through to reality;
• Produce research pieces based on a deep interrogation of the wider customer service market, Intercom’s and competitors’ positions in it, and identifying short- and long-term threats and opportunities.

As the above list suggests, you should enjoy variety in your work, be very comfortable with ambiguity, have an insatiable drive to make an impact, and not just willing, but excited, to get your hands dirty.

What skills do I need?

• You have 5+ years of experience in technical or quantitative fields including significant operating experience within a technology company, with a mix of management consulting, Finance, Analytics, Operations, Go To Market, and / or Product roles;
• You should have a good understanding of subscription-based businesses and SaaS metrics such as ARR, GRR, NRR, Expansion, Churn, CAC, and LTV.

Additionally, you should have some familiarity with general GTM funnel concepts and metrics including Self-serve vs Sales-led, PLG, Sales pipeline.

• You love to immerse yourself in, and think deeply about, new problem spaces and aren’t afraid to ask why? , why not? , and what if ? ;
• You have an appetite to absorb data (quantitative & qualitative) from a variety of sources (SQL, customer interviews, Sales rep data, competitors, product behavior, dashboards, meetings, etc.
• connect it; and be able to draw a so what? conclusion;
• You communicate effectively in written (documents and emails), visual (charts and decks), and verbal forms, and are able to calibrate communications for audiences of all levels;
• You have a proven commercial sense, i.e., be able to connect a course of action that Intercom takes to the impact on top or bottom line figures and other leading indicators of business performance;
• You are comfortable writing intermediate SQL from scratch and performing data analysis to define key performance indicators;
• use them to better understand our business; identify opportunities and threats; and persuasively communicate findings to cross-functional stakeholders at all levels;
• You have a basic working knowledge of statistical concepts (but you don’t have to be a data scientist).

Benefits

We are a well-treated bunch with awesome benefits! If there’s something important to you that’s not on this list, talk to us! : )

• Competitive salary and meaningful equity
• Comprehensive medical, dental, and vision coverage
• Regular compensation reviews - great work is rewarded!
• 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 $151,700 - $176,300. 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. All regular employees may also be eligible for the corporate bonus program or a sales incentive (target included in OTE) as well as stock in the form of Restricted Stock Units (RSUs).

Policies

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.

We have a radically open and accepting culture at Intercom. We avoid spending time on divisive subjects to foster a safe and cohesive work environment for everyone.

As an organization, our policy is to not advocate on behalf of the company or our employees on any social or political topics out of our internal or external communications.

We respect personal opinion and expression on these topics on personal social platforms on personal time, and do not challenge or confront anyone for their views on non-work related topics.

Our goal is to focus on doing incredible work to achieve our goals and unite the company through our core values.

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.