Revenue 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?

We are seeking a Revenue Operations Manager to join our global team. In this role you will report directly to the VP, Revenue Operations.

The position demands a blend of strategic thinking, analytical abilities, operational excellence, and exceptional communication skills. The broad scope will include efforts to drive efficiencies for the RevOps and Sales teams, support team operations and management, conduct research and data-driven analyses, and contribute to strategy projects. You will play a pivotal part in driving the growth and success of Intercom by engaging on major transformation initiatives, helping to ensure the entire function is working effectively and efficiently. You will partner with teams across Revenue Operations, Sales, Marketing, Finance, and Business Systems to implement new and scalable processes, strategies, tactics, and tools. This is an excellent opportunity to learn SaaS go-to-market from a group of world-class leaders.

What will I be doing?

Strategy and Analytics:

• Engage on major initiatives to contribute to strategy development and analysis to support it, and help with implementation where needed. Act as an advisor to RevOps and GTM leaders, advising them on opportunities and solutions to improve performance.

• Analyze key performance metrics, identify areas for improvement, and design initiatives to optimize outcomes and refine strategies, tactics, and resource allocation.

• Craft and convey compelling narratives that align with our strategic vision, ensuring clarity, motivation, and alignment across all levels of the organization.

• Facilitate strategic planning sessions, spearhead the development of OKRs and ensure that strategic direction, priorities, and achievements are accurately and compellingly conveyed throughout the team.

• Dive deep into the internal dynamics of the GTM operation, offering insights and strategies to enhance efficiency and productivity, and help foster a culture of continuous improvement.

Program & Project Management:

• Define and prioritize initiatives as well as the roles and responsibilities needed to execute them. Drive decision-making by identifying key stakeholders and surfacing the information needed to make critical decisions, often cross functionally.

• Identify and track key objective milestones, ensuring progress and accountability. Work with objective owners and other key stakeholders to keep program delivery on track.

• Help run internal initiatives for RevOps such as a monthly team meeting (ensure we have content, presenters, etc.), OKRs, and the monthly team newsletter.

• Help structure and deliver comms about new programs to the Sales team and other affected groups. Understand and communicate initiative status, issues, dependencies and risks to executives and other stakeholders.

People & Process:

• Serve as a delegate for the Revenue Operations leadership team in various settings, maintaining continuity and presence across critical engagements.

• Partner with GTM leaders to elevate how we work as a team, ensuring our team is equipped to actualize our strategy and embody our values.

• Provide constructive feedback on ideas and proposals, identifying areas for improvement and collaboration.

• Foster a collaborative and inclusive team culture that promotes accountability, innovation, and continuous improvement.

• Partner with senior sales leadership to ensure we're aligned with and delivering on business objectives.

• Set best practices for how we work.

What skills do I need?

• Minimum of 3 years of experience in a consulting, finance, or strategy & operations role within a technology company.

• Proven ability to develop and execute strategic initiatives to drive revenue growth and achieve business objectives.

• Track record of delivering actionable analysis with minimal supervision.

• Experience successfully managing cross-functional relationships which contribute to team performance and business goals.

• Excellent communication, presentation, and interpersonal skills, including experience in high-level business discussions with executives.

• Analytical mindset with proficiency in data analysis and performance metrics.

• Experience working in a SaaS or technology-driven environment is preferred.

• A high sense of urgency to get things done quickly and ability to thrive in high-growth, fast-paced environments dealing with ambiguous and often complex problems.

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!

• Open vacation policy and 10 corporate holidays

• 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 $132,275 - $153,725. 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.

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